Closed by Marente · read-only ·
Locked metrics
Renewal Coverage OK%
Leading · weekly25% of top-segment renewals (45–75 day window) with valid OK.
There's no way yet to flag OK-status
No target
NRR
Lagging · monthly(starting MRR + expansion − contraction − churn) ÷ starting MRR × 100%.
100,2%
No target
Logo Churn %
Lagging · monthly% of paying members lost in the month (cancellations ÷ total members at start of month × 100).
3,1%
No target
Monthly objectives (max 3)
Create
Upgrade Utrecht members to plus plans & new pricing
Done means: Strategy how + workflow.
Partly
Why: It's happening gradually rather than as a full conversion: every renewal that comes through CSM gets the new pricing strategy applied as part of that conversation, so adoption of the plus plans is increasing member by member. But this exposes a structural gap: right now the only mechanism moving members onto the new pricing is a renewal that actively crosses CSM. Memberships that stay unchanged and simply auto-renew never get touched, so a growing group of Utrecht (and all other cities) members keeps renewing on the old pricing indefinitely. We still need a deliberate path to migrate that group, not just wait for their next 'changing' renewal.
Decision: drop — It still matters, but framing it as a Utrecht-only goal was too narrow. The real issue is structural and applies across all locations: how do we migrate memberships that renew without ever crossing CSM onto the new pricing strategy. That's a bigger, company-wide project rather than something we can close out per city. It makes more sense to drop this as a standalone Utrecht goal and address the underlying migration problem at that broader level.
Scale
Unblocker
Structured oversight of upcoming membership renewals — tracking method for top-25% renewals in the 45–75 day windowNot achievedHow the framework works — Prove, Scale, Create in plain language
Prove
The car goes from A to B 🚗 — this goal directly moves your KPIs this month.
Scale
Upgrade the road to a highway 🛣️ — makes hitting your KPIs easier in the future.
Create · optional
A great restaurant along the route 🍝 — extra value for members. Optional.
Leading indicator
The number you directly influence — your own steering wheel. If it moves, it's because of what your team did.
Lagging indicator
The result that follows later, often depending on other departments. You can't push it directly — your leading work pushes it for you.
The tsunami rule: when your leading and lagging KPIs are both behind, do more Prove and stop Scale. You don't renovate the kitchen when a tsunami is coming. 🌊