Tom Tunguz

NOVEMBER 8, 2023

At the IMPACT Summit yesterday, I shared our Top 10 Trends for Data in 2024. Looking at Snowflake’s net dollar retention over the last few years, it’s clear exactly when the office of the CFO became an important voice within the data world. LLMs Transform the Stack : Large language models transform data in many ways.

Artificial Intelligence 228

Artificial Intelligence Trends Data Software Review 228

Intercom, Inc.

FEBRUARY 10, 2022

To keep up with these changes, last year we released our first Intercom Customer Support Trends Report. If you help and encourage your team, they can drive retention and expansion, and you’ll see the benefits in your bottom line. We have just published the second edition of the Intercom Customer Support Trends Report.

Customer Support 211

Customer Support Trends Technical Review Headcount 211

Intercom, Inc.

NOVEMBER 18, 2020

Below, we dive into the key trends from our research and reveal how support leaders can capitalize on the power of automation to tackle simple, repetitive tasks and resolve frequent queries. The post Transforming customer support with automation: Key trends and challenges for support leaders appeared first on Inside Intercom.

Customer Support 223

Customer Support Trends Scale Scaling 223

Tom Tunguz

FEBRUARY 26, 2025

” The company grew from $15M in ARR to more than $1B with this model, consistently achieving better than 130% net dollar retention. With this model, Twilio maintained contracted revenue at less than 50% of ARR while achieving industry-leading retention metrics. The ratio of AI price to base price ranges from 0.32

SaaS Payments 283

SaaS Payments Pricing Strategy Scale 283

SaaStr

MAY 21, 2024

As customer success came into its own, it was often seen as distinct from account management, focused on customer retention and happiness and NPS and CSAT. Just a few bits of advice here: Focus as much on New Net Customer Growth and Logo Retention / GRR as NRR. I don’t love this trend. To get that integration working?

Customer Success 324

Customer Success Sales Trends Retention 324

Tom Tunguz

MAY 16, 2024

Ramp published its quarterly spending trends & revealed how businesses are spending on AI. 1 However, this isn’t a uniform trend. 1 However, this isn’t a uniform trend. There are many great data points that underscore the growth in AI but there are important nuances in the patterns. NDR is almost equal.

AI 300

AI Churn Trends Pricing 300

ChurnZero

JANUARY 6, 2025

” So what 2025 customer success trends can we anticipate? Trend 1: Customer teams strengthen their revenue focus. Businesses need to focus on three metrics at the same time: acquisition, retention and customer lifetime value. Trend 2: AI and automation become transformative. Its a bumpy road to the top.”

Trends 52

Trends Customer Success Scale SaaS 52

SaaStr

MARCH 27, 2023

Most of the app sales and net retention comes from deploying software and tech-driven features that have 100% gross margin. The post The State of SaaS – Global Data Trends from 1000+ Companies with Capchase Co-Founder/CEO Miguel Fernandez and 01 Advisors VP Kristen Clifford (Video) appeared first on SaaStr.

SaaS Payments 246

SaaS Payments Technical Review Software Review Venture Capital 246

SaaStr

MAY 30, 2022

Having high net revenue / dollar retention is the magic of SaaS. Second, measure logo retention as often as your do NRR. Strive for 90% logo retention in general wherever you have 120%+ NRR. Third, remember to segment your NRR and logo retention by deal size. But … high NRR can also mask issues. I see this so often.

Retention 328

Retention Customer Success Churn Trends 328

Clouded Judgement

MARCH 28, 2025

Every week I’ll provide updates on the latest trends in cloud software companies. Follow along to stay up to date! Companies with negative NTM FCF are not listed on the chart Scatter Plot of EV / NTM Rev Multiple vs NTM Rev Growth How correlated is growth to valuation multiple?

Cloud 299

Cloud AI Scale Scaling 299

User Pilot

OCTOBER 19, 2024

Get real-time insights into your survey responses, with visual breakdowns of data, NPS score, and trends. Track NPS scores over time with clear visualizations that display feedback trends. Monitor and analyze feedback with detailed reporting tools that provide customer insights into trends over time.

Software Review 105

Software Review Technical Review Software B2C 105

Clouded Judgement

JANUARY 24, 2025

Every week I’ll provide updates on the latest trends in cloud software companies. It might also boost sales forecasting accuracy by using your enterprise’s historical transaction data to predict future trends more reliably. Follow along to stay up to date!

Enterprise 157

Enterprise AI Cloud Artificial Intelligence 157

USIO

FEBRUARY 14, 2025

Transparency in financial transactions correlates with higher vendor retention rates. Enhancing Vendor Relationships with Data Insights Digital disbursement platforms often come equipped with analytics tools that provide valuable insights into payment trends. This level of clarity reduces uncertainty and builds trust.

Payment Services 130

Payment Services Payment Solutions Payment Methods Payments 130

USIO

MARCH 7, 2025

How Integrated Payments Drive Revenue Growth Enhancing Customer Experience A seamless, frictionless payment process improves customer satisfaction and retention. Businesses providing flexible payment options see higher customer retention and increased sales conversions.

Payments 130

Payments SaaS Payments Payment Solutions Payment Services 130

SaaStr

SEPTEMBER 23, 2022

The unpredictable market has given rise to new trends and a new type of elite company, which Bessemer Venture Partners have dubbed the Centaur. Five Trends Driving Bessemer’s Love for the Cloud in 2022. Prioritize customer retention and growth to accelerate revenue. . Indirect Monetization Becomes the First Act.

Cloud 304

Cloud Benchmarks Trends Business Model 304

Clouded Judgement

MARCH 7, 2025

Every week I’ll provide updates on the latest trends in cloud software companies. We’ll see how these consensus estimates trend over the year, but the initial guides out of the gate do not inspire confidence that 2025 will be a year of out performance. Follow along to stay up to date! The median full year guide is only 0.1%

Cloud 157

Cloud Forecasting Subscription Payment Features 157

User Pilot

OCTOBER 31, 2024

This would allow deeper insights into user retention, feature adoption, and upsell opportunities. For this, these companies often invest in predictive analytics to anticipate trends, perform experiments, and ideate more features for the product roadmap. Tracking in-app events with Userpilot.

Strategy 105

Strategy Underperforming Technical Team Government Customer Lifetime Value 105

SaaStr

DECEMBER 1, 2021

The trends indicate that there is an influx of spending on solutions that make remote work more simple. Reduced friction in the software buying process is a trend that has already been building momentum over the years. Takeaway #3: More Than Ever, Retention is Your Foundation For Growth. Invest heavily in retention marketing.

Software Review 284

Software Review SMB Enterprise Software 284

SaaStr

MAY 19, 2021

This should trend up a bit over the coming years, given how larger customers are fueling outsized growth. #3. Once they added a sales team, NRR and cohort retention went way, way up: The post 5 Interesting Learnings from Monday.com at $240,000,000 ARR appeared first on SaaStr. But bigger customers fueling the most growth.

Scale 361

Scale SMB Government Enterprise 361

SaaStr

DECEMBER 2, 2020

Some deceleration in net retention. But net retention, while strong, has declined from 135% to 125% over the past 5 quarters. But we’ve seen many SaaS and Cloud leaders manage to maintain consistent net retention at $1B+ ARR. Not a new trend, but something to remember. This one is a bit unexpected. Competition?

SMB 299

SMB Enterprise Cloud Retention 299

Clouded Judgement

MARCH 21, 2025

Every week I’ll provide updates on the latest trends in cloud software companies. Follow along to stay up to date! Subscribe now M&A is Back! We’ve seen a ton of M&A in the first quarter of the year. Will the floodgates open? Probably depends on whether the deals make it through regulatory approval.

Cloud 188

Cloud Pricing Subscription Payment Features 188

SaaStr

MARCH 19, 2021

Here are the latest trends and predictions from the BVP team of Byron Deeter, Elliott Robinson, and Mary D’Onofrio. A lot of elements within Cloud have accelerated in a way that will reflect across long-term tech trends. Is Cloud growth sustainable for the long term?

Cloud 279

Cloud Scale Payment Methods Payment Solutions 279

Clouded Judgement

DECEMBER 20, 2024

Every week I’ll provide updates on the latest trends in cloud software companies. Follow along to stay up to date! Subscribe now The Fed Bomb The markets were enjoying a nice little Santa Claus rally until this Wednesday when the Fed decided to shake things up!

Cloud 144

Cloud Banking Subscription Payment Features 144

SaaStr

FEBRUARY 19, 2020

5G, the Internet of Things, AI and Machine Learning, Wearables, Virtual Reality…these buzzwords are dominating the world of tech as the technologies they represent drive global cultural and business trends. By Karen Rubin, Owl Labs Chief Revenue Officer.

Machine Learning 333

Machine Learning Artificial Intelligence AI Technology 333

User Pilot

AUGUST 27, 2024

In HubSpot’s consumer behavior trends report, 72% of consumers said they’re more likely to make purchase decisions with a brand they can trust their data with. But when you think about this and all the trends that are happening right now, how can your business catch up? How to leverage this insight?

Trends 104

Trends Technical Review Software Review Social Media 104

SaaStr

APRIL 4, 2025

My Take : Classic infrastructure play with sticky retention characteristics. The Numbers : Processing 1.2B vector queries daily. 230+ enterprise customers including three Fortune 50 companies. 99.999% availability SLA. Their performance benchmarks showing 10x query throughput compared to self-hosted options were eye-opening.

AI Search 175

AI Search AI Startup Scale 175

Clouded Judgement

JUNE 19, 2024

net retention and CAC payback). Net Revenue Retention High net revenue retention is the fourth aspect of a successful quarter, and one of my favorite metrics to evaluate in private SaaS companies. Here’s the data from Q1: We have seen net dollar retention start to trail off in the last couple quarters.

Cloud 318

Cloud GCP(Google Cloud Platform) Software Azure 318

Tom Tunguz

JANUARY 26, 2021

There’s a trend in pitch decks and startup pitches I’ve been watching - the commingling of metrics definitions, especially ARR. However, there is a meaningful difference in net-dollar retention because most consumer companies have negative NDR, and most SaaS companies benefit from positive NDR (accounts that expand over time).

SMB 279

SMB Startup Trends Subscription 279

User Pilot

NOVEMBER 7, 2024

Collect customer data to calculate complex formulas for tracking metrics, monitor customer health scores, and resolve support tickets while continuously trying to improve retention and expansion. SmartKarrot Best for : Handling customer growth and account management (expansion and retention) operations. G2 rating : 4.8 G2 rating : 4.4

Customer Success 105

Customer Success Enterprise Software Review Startup 105

Sales Hacker

FEBRUARY 7, 2025

This flexibility ensured that clients paid for value-aligned features, enhancing satisfaction and retention. The introduction of Zoom One drove a 27% year-over-year increase in enterprise customers, reinforcing the value of simplifying pricing for customer acquisition and retention.

Pricing 111

Pricing Scale SaaS Technical Review 111

Tom Tunguz

SEPTEMBER 1, 2021

Net Dollar Retention. Assuming current trends hold, sales efficiency in 2021 should nudge up to about 0.57. Revenue Growth. -. Gross Margin. Sales Efficiency. -. Net Income Margin. Cash Flow from Operations Margin. Average Customer Value, $k. Customer Count. Large Customer Contribution. The 2020 sales efficiency is 0.54.

Metrics 294

Metrics Benchmarks PayPal Enterprise 294

SaaStr

JANUARY 12, 2024

SaaStr CEO Jason Lemkin also wrote how Customer Success has now morphed into part of the sales team and that the 2024 trends in CS include everyone wanting to eliminate humans from support to replace that headcount with AI and bots. We still want to drive retention and growth and make money. The world has changed. Never stop,” he said.

Sales Hiring 320

Sales Hiring Customer Success Scale AI 320

Stax

MARCH 16, 2025

Key metrics include customer churn rate, revenue churn, and net revenue retention (NRR). Software companies that continue to include existing customers in their beta tests, continuously review and identify common issues for feature improvements, and look to resolve user experience issues find greater retention rates long term.

Payment Solutions 88

Payment Solutions Software Review Churn SaaS Payments 88

SaaStr

JANUARY 30, 2024

But there’s a trend I want to highlight now that we’ll see all across 2024. They’re at $2m-$20m ARR or so, sometimes more, aren’t losing money, and have 90%-100%+ NRR and relatively stable GRR and logo retention. So we try to be positive on SaaStr — that’s what helps the most. Showing folks the way, often through tougher times.

Headcount 296

Headcount Finance Startup Trends 296

SaaStr

DECEMBER 11, 2021

Prioritize customer adoption and retention. The singular largest mega-trend and transformation in enterprise software history—digital transactions and hybrid work—is playing out right here, right now. Hybrid work, product-led growth, customer retention—these may not be new, but the cultural norms have changed, as have our expectations.

Scale 293

Scale Cloud Scaling Interviewing 293

SaaStr

FEBRUARY 24, 2023

They highlight aggregate trends over the past five to ten years, particularly how to think about these in today’s business environment. The top quartile companies from ICONIQ’s portfolio show two consistent trends in their journey of growing ARR. Their net dollar retention (NDR) is consistently above 120% post $10M ARR.

Scale 246

Scale Sales Hiring Scaling Venture Capital 246

Clouded Judgement

FEBRUARY 14, 2025

Every week I’ll provide updates on the latest trends in cloud software companies. Follow along to stay up to date! Companies with negative NTM FCF are not listed on the chart Scatter Plot of EV / NTM Rev Multiple vs NTM Rev Growth How correlated is growth to valuation multiple?

Cloud 144

Cloud Software Subscription Payment Features 144