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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 221
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Clouded Judgement 5.3.24 - Hyperscalers Report Q1 + Early Look at Software Reports

Clouded Judgement

We now have results from the three hypersclaers (AWS / Azure / GCP). The most notable change in tone was Andy Jassy talking about AWS. Revenue multiples are a shorthand valuation framework. Multiples shown below are calculated by taking the Enterprise Value (market cap + debt - cash) / NTM revenue.

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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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A Look Back at Q4 '23 Public Cloud Software Earnings

Clouded Judgement

net retention and CAC payback). 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. Q4 Revenue Relative to Consensus Estimates Now let’s dive in to the financial results of Q4 starting with revenue.

Cloud 177
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Clouded Judgement 3.22.24 - ERR vs ARR and the Conundrum of AI Revenue Streams Today

Clouded Judgement

Subscribe now ARR (Annual Recurring Revenue) vs ERR (Experimental Runrate Revenue) ARR (Annual Recurring Revenue) is one of the most popular SaaS (Non-GAAP) metrics. For SaaS businesses that target smaller SMB customer segments, gross retention is typically in the mid to low 80’s with net expansion in the ~105% range.

AI 183
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Clouded Judgement 4.28.23

Clouded Judgement

AWS (Amazon), Azure (Microsoft), and Google Cloud (Google) all reported this week. Azure reported on Tuesday and gave us that glimmer of hope. Then AWS appeared to add fuel to that hope before giving us a huge rug pull. Azure came in at 31% (constant currency). They then guided to 26-27% Azure growth in Q2.

Cloud 130