Customer Distribution
The Customer Distribution panel gives an overview of your organisation’s accounts, their renewal likelihood and potential renewal revenue, grouped by Engagement Level. See the most impactful Suggested Actions for each Engagement Level, which, if actioned will increase the renewal likelihood of these accounts.
Forecast the Quarter using Customer Distribution
Revenue leaders use the Customer Distribution panel to review quarterly and annual revenue forecasts and assess potential risks. It helps them identify accounts with Very Low, Low, and Medium Engagement Levels that may need attention while also highlighting opportunities to improve forecasts by retaining customers with a high likelihood of renewal.
The Customer Distribution panel is at the bottom of the Overview page.
For customers using Hook with multiple products, the Customer Distribution panel is split by product in each Engagement Level section.
Understanding Customer Distribution
For each Engagement Level, see:
Predicted renewal revenue for all accounts with this Engagement Level
Number of accounts with this Engagement Level
Renewal rate of all accounts with this Engagement Level
Spend at renewal, as a percentage of an account’s current ARR, for all accounts with this Engagement Level
In the example below, there are 43 customers with Very Low Engagement Levels, with a total ARR of $2.5m. Customers with similar behaviour in the past renewed at a 7% success rate, with a typical spend of 110% of their current contracted ARR.
View Accounts by Engagement Level
Click on the white box containing the number of customers to see a list of all accounts with the selected Engagement Level. In the example below, click on 43 customers to see this list in the Customers Table.
The pie chart highlights the proportion of accounts with that selected Engagement Level, compared to your entire book of business. In the example above, 14% of customers have a Very Low Engagement Level which is 16% of total revenue. This is represented by the red wedge in the pie chart.
Improving Engagement Levels
The Suggested Actions list is ordered according to potential impact on your book of business. Click on any Suggested Action to view all accounts where that suggested action will move the Engagement Level up by at least one level. These accounts can be added to a cadence. This view can be saved in the Customers Table and shared with others in your team.
Drill Down Into Customer Risk Using Filters
Filter the Customer Distribution panel by any fields or metrics available in the Customers Table. The Customer Distribution panel can be immediately filtered by:
Renews in (quarter): View your forecast for specific quarters, or overall.
CSM: Understand the risk in each CSM’s book of business.
Team manager: See the risk in accounts owned by your team.
Segment: View the difference in renewal likelihood for accounts in different segments.
Status: The Customer Distribution panel automatically shows active customers, but this can be changed to show churned customers.
Add filters for custom fields or Key Metrics by clicking the + Add filter button. For example, add a filter for accounts where the percentage of users with browser extensions is greater than 75%.
Compare Data using Customer Distribution
Click Compare data to compare the Customer Distribution panel between two different dates. See the difference in ARR and the number of customers in each Engagement Level. Analyse improvements in risk by seeing where accounts have moved Engagement Levels.