Customer Success
Definición
Net Revenue Retention measures how much revenue from an existing cohort of customers grew or shrank over 12 months, including expansion, contraction, and churn. NRR above 100% means expansion exceeded losses — the holy grail of SaaS.
Puntos clave
- Formula: (Starting ARR + Expansion − Contraction − Churn) / Starting ARR × 100
- >100% NRR = net negative churn; customers grow faster than they shrink
- Best-in-class: 120%+ NRR
- NRR below 90% is typically a structural business model problem
Ejemplo
Start Jan 2025 with $1M ARR from 100 customers. 12 months later: same cohort now worth $1.2M (expansion $300k, contraction $50k, churn $50k). NRR = 1.2 / 1.0 = 120%.
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