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Dear SaaStr: What is The Average Ratio of Support Staff to Customer Count in SaaS?

SaaStr

Typically support consumes about perhaps 5%-7% of your revenue at scale (excluding customer success) in most SaaS models. Another 5%-7% go to core infrastructure costs (AWS, Azure, Snowflake, etc). It’s your top marketing and customer retention investment. Make sure the phone is picked up by ring #3.

Azure 223
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Clouded Judgement 2.2.24 - Cloud Giants Report Q4 '23

Clouded Judgement

Amazon on AWS : “…customers are continuing to shift their focus towards driving innovation and bringing new workloads to the cloud. ” Microsoft on Azure : “And I think last quarter, we said one, we are going to continue to have these cycles where people will build new workloads. Follow along to stay up to date!

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Clouded Judgement 10.27.23 - Cloud Giants Report Q3 '23

Clouded Judgement

Subscribe now Cloud Giants Report Q3 ‘23 Not a great signal for software this week from the Cloud Giants (AWS, Azure and Google Cloud)…After Q2 (3 months ago), the tone from the Cloud Giants around optimizations was largely: optimizations have started to ease, and net new workloads have picked up. Staggering scale already.

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Cloud Stocks May Be Down. But the Cloud Remains on Fire. That Matters More.

SaaStr

So follow AWS, Azure and Google Cloud. And it is stressful, especially if you invested at those peaks or as founders raised money at relatively high valuations and multiples. Let’s look a whole level up to the real canaries-in-the-coalmine: AWS, Azure and Google Cloud. For now, they are still on fire.

Cloud 253
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A Look Back at Q4 '23 Public Cloud Software Earnings

Clouded Judgement

It looks at the YoY dollar change in quarterly revenue from the hyperscalers (just looking at Azure / AWS because the data goes back further) going back a few years. If we break this down and look at Azure and AWS independently (graphs below), you’ll see how the AWS “swings” were a lot more volatile.

Cloud 177
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Snowflake, CrowdStike and SumoLogic: “How to Leverage the Cloud Giants to Scale to 100 Million ARR and Beyond”

SaaStr

This episode is an excerpt from a session at SaaStr Scale. And it’s one of the three large cloud vendors that we all know: Microsoft, AWS, and Google. Azure’s marketplace has over 4 million monthly visitors. AWS’s marketplace has seen 1.5 Jabari Norton, VP WW Partner and Alliances, Sumo Logic.

Scale 199
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The 4 Questions Startups Should Ask Themselves about Building with Generative AI

Tom Tunguz

In the cloud, AWS, Azure, & GCP have created about as much market cap as all the top 100 B2B & B2C publics built on cloud (Netflix, ServiceNow, AirBnb, etc). It’s likely startups start at plug-ins & then move down with scale that affords more usage & more capital to invest.