At the top of the Customers Page and in your SaaS Metrics reports and Dashboards, ScaleXP calculates Churn or "Lost Customers" by default as any customer which show revenue in the prior month and no revenue in the current month.

If this is not consistent with your business rules, you can extend the churn "grace period" to 2 months or more.

Reminder that the MRR report is used initially as the global default, so the Revenue and Customer numbers from this page inform the metrics on Reports and Dashboards. It is critical to review and validate the metrics on this page. Pick the report with the globe beside.

Go to Customers (Top Navigation Menu) > Global Report (Left Sidebar - MRR by default) > Filters (Top Right), ‘Lost After’ and choose the most appropriate time period.   Selecting 3 months will show a customer as Lost after 3 months of no revenue. 

All data on the ‘Customers’ tab will update when the assumption has been changed, making it easy to quickly assess the impact. 

This will ensure that all of the customer data flows through the ScaleXP system- including New, Lost, Upgraded, Downgraded, Reactivated customers.