How Market Leaders Reverse Declining NRR

CEOs expect existing customers to drive most new bookings in 2025, accounting for 67% through retention and account expansion deals. This aligns with their stated execution priorities, with 77% of CEOs identifying customer retention as highly critical to their value creation strategies. Despite the importance of customer renewal and expansion, Net Revenue Retention (NRR) has stagnated. This plateau persists even as organizations deploy new technologies specifically designed to enhance customer success and increase
investments in teams dedicated to Customer Success Management (CSM) and Account Management (AM).

To understand the NRR landscape, we analyzed data from just over 300 public subscription-based companies. Using artificial intelligence, we scanned over 40,000 financial reports, investor presentations, call transcripts, and CEO statements to identify companies that consistently report NRR.

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