What This Is

This article explains the core revenue metrics used in GoCSM. What each one means, what it includes, and how to read it correctly.

These definitions help you understand the numbers you see across Revenue Intelligence dashboards and reports.

Why This Matters

Revenue metrics are only useful if they’re understood correctly.

Clear definitions help you:

• Avoid misreading trends

• Know which numbers require action

• Use consistent language across your team

• Get clearer answers from GoCSM AI

Where to Find It

Dashboard → Revenue Intelligence

How It Works

GoCSM calculates revenue metrics using:

• Active subscriptions (recurring revenue)

• Usage-based wallet spend (for services like SMS, AI, calls, email, ads)

• Renewal timing

• Payment status

Data is synced nightly, so metrics are designed for trends and decisions, not same-day billing reconciliation.

Key Revenue Metrics Explained

Total Revenue

The total revenue generated during the selected time period.

• Includes subscription revenue

• May include usage-based wallet spend, depending on the service

• Best used to understand overall performance, not profitability

Monthly Recurring Revenue (MRR)

The predictable revenue you expect each month from active subscriptions.

• Subscription-based only

• Does not include usage-based wallet charges

• Used as the foundation for revenue stability analysis

Average Revenue Per Account

The average amount of revenue generated per active account.

• Helps measure account value

• Useful for identifying expansion opportunities

• Can decline even when total revenue looks stable

Cost

The cost associated with delivering services to customers.

• Commonly tied to usage-based services

• Not all plans or services have costs

Margin

The amount left after cost is subtracted from revenue.

• Shows profitability by account, plan, or service

• High revenue does not always mean high margin

Margin Percentage

How efficient your revenue is.

• Shows how much of each dollar you keep

• Helps identify profitable vs risky growth

New Revenue

Revenue gained from:

• New subscriptions

• Subscription upgrades

This reflects growth activity.

Lost Revenue

Revenue lost from:

• Subscription cancellations

• Subscription downgrades

This highlights revenue contraction.

Revenue Churn

The amount of recurring revenue lost over a period of time.

• Focuses on financial impact

• More meaningful than customer count alone

Upcoming Renewals

Subscriptions approaching their renewal date.

• Signals upcoming decisions

• Opportunity for proactive engagement

Failed or At-Risk Payments

Revenue tied to payment issues.

• Includes failed payments and low wallet balance signals

• Often an early warning sign of churn

Tips

• Look at trends, not single numbers

• Always review revenue alongside cost and margin

• Pair metrics with Health Status and Product Adoption for context

Who Should Use This

• Agency owners

• Customer Success Managers

• Account managers

• Operations and finance teams

Related Articles

• How to Use the Revenue Overview Dashboard

• Track Monthly Recurring Revenue (MRR)

• Understand Cost, Margin, and Profit

• Identify Revenue at Risk from Failed Payments