Sales Analytics, Churn and Automation

Four pages sit behind the deals: what the funnel looks like, why you lose, what you are losing from the live base, and what the automation did overnight.

All four need the Reporting & Insights seat add-on.

Sales Analytics

Sales Analytics reconstructs the funnel from the stage history recorded on each deal, so it reflects what actually happened rather than where deals sit today.

Filters: pipeline, owner, the window (closed in the last 90 days, 6 months, 12 months by default, or any time), the breakdown dimension and the currency.

Cards: the win rate with won, lost and dropped counts; the median deal cycle from creation to won; and the leakiest stage.

Panels:

Funnel at a glance - how many deals reached at least each stage.
Funnel - stage by stage with the conversion from the previous one, tagging the biggest drop-off.
Time in stage - median calendar days spent in each stage. Open deals count their current stay up to today.
Losses, when the dimension is loss reason - lost and dropped counts and lost value by reason. Won columns are deliberately absent, because a won deal carries no loss reason.
Win / loss, for the other dimensions - won, lost, dropped, win rate, and won and lost value by product family, lead source or owner. Lost value includes dropped deals.

Churn

Churn shows the monthly recurring revenue lost to ceased records, by cease reason.

Filters: the period (this month and last, last 3, 6 or 12 months) and currency.

Cards: churned value, records ceased, and the top reason with its share.

Charts: churned value by month, stacked by reason, and a ranked breakdown of where it went.

Below that is a detail table grouped by month, with a total per month.

One thing to know about the figures: values are today’s tariff-resolved monthly charges for the ceased records, so historic figures can drift as tariffs change. Cease reasons come from the drop forms; a record with no reason of its own inherits its parent’s, then the customer’s.

At-risk accounts

The platform scores every customer nightly on five signals and stores the breakdown alongside the score. At-risk Accounts, in the Workspace menu, lists the customers whose score has fallen below your threshold or dropped sharply in the last month.

What you need: the Customer Health Scores feature, which comes with the Platform Pack, and the Reporting & Insights seat.

From each row you can raise a follow-up TODO, create a retention deal, or open the account.

Things to know:

A score is never shown as a bare number. The breakdown that produced it always travels with it, on the customer chip, in the panel and on this page.
Accounts flagged Exclude From Health Scoring are skipped and their history erased.
Where a signal does not apply to a customer, the remaining weights are rebalanced rather than the customer being penalised.

The score also appears as a chip on the customer page and as a card and queue on the Sales and Customer Services dashboards.

Automation

Automation shows what the nightly CRM automation did: the renewal deals it created and the sequence emails it sent.

Filters: the run (the last 14, labelled with their date and time) and the outcome - all items, processed, skipped or errors.

Cards: renewal deals created, sequence emails sent, items created for approval and awaiting an operator, tasks created, steps skipped and errors.

The item table lists each thing the run touched: the customer (or Rule level for a run-wide item), the deal, the sequence or rule, the outcome and the detail.