If you see discrepancies in your reporting metrics for Client Counts and Revenue, there are 5 things to check that may be impacting the metrics alignment:
1. Missing Client as of Dates
2. Missing Revenue (Subscriptions or Contracts)
3. Terminated Clients with Active Revenue
4. Refresh the Revenue Data
5. Missing Contract Start and End Dates
Missing Client as of Dates
The first thing to check when your metrics don't align is do your Clients have "Client as of Dates". If they don't and have no revenue associated, then the reporting data may not show what they expect it to display.
The easiest way to find these missing dates is to load the Client as of Date column in the Client Grid and sort on the Client as of Date column. The Client as of Date can be edited in line in the Client Grid so they can be quickly filled in directly from the Grid without having to load the full client record.
Another way to easily validate if a Client has a Client as of Date is in the header of the Client record.
Missing Revenue (Subscriptions or Contracts)
Revenue is used as a secondary base-level metric to drive Client and Revenue numbers. If your data has all of the Client as of dates filled in, then the next thing to check for is missing revenue subscriptions for contracts. Missing revenue for your clients is found by loading the Client Grid and selecting ARR/MRR, or ACV as a column to be displayed in the grid. In the example below this client has no subscriptions or contracts.
Terminated Clients with Active Revenue
The third thing to check when metrics are not aligning properly is for terminated clients with active revenue. In the early phases of our platform, it was possible to terminate a client and leave the revenue active which sometimes caused inconsistencies in the reporting. However, we made a change last year where the system will no longer allow you to terminate clients with active revenue in order to keep the metrics in sync.
To easily find any legacy terminated clients with active revenue, there is a data export in the Global Settings>Generate Data Export section called Subscription Quality that will list any terminated clients with active revenue or No subs for client (customer counts impact)
Refreshing the Revenue Data
There is an option in Global Settings>Revenue & Subscriptions Settings that gives a ClientSuccess admin the ability to refresh a the reporting data indexes. Please hit the refresh button only once and it will take approximately 15 minutes to completely finish the indexing.
Missing Contract Start and End Dates
If for some reason that one of your contracts is not showing up in the reports, there is a high probability that one of the recurring contract line items is missing the start and/or end dates for the contract due to a mis-configured revenue integration or API data insertion. This will usually exhibit itself in the UI with a Contract line item that has a status of "Complete" instead of Renewed or Active.
If you find a contract that is missing the start and end dates, please open up the contract in edit mode and add in the missing dates. The contract will then show up properly in the reports.
If you are still experiencing metric alignment issues after trying these 5 options, please reach out to your CSM or send an email to support@clientsuccess.com to open a Support ticket.