A key performance indicator (KPI) is a business metric used to evaluate factors that are crucial to the success of an organization.
You've done your diagram, you have picked your KPI - Draw a line in the Sand...don't do anything else till this KPI reaches its goal.
Eg: 5% growth, Churn <5% etc. pick one....go fix it.
Draw a new line - Only allowed if the CUSTOMER gave you permission.
You need data to come up with some hypothesis....
Here are some SaaS analytics solutions
Intercom - https://www.quora.com/What-are-alternatives-to-Totango
https://www.parsely.com/ focuses on publishing