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

SaaStr

Dear SaaStr: What is The Average Ratio of Support Staff to Customer Count in SaaS? 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). Have instant support while you can.

Azure 227
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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. The promise of SaaS is that growth in the early years leads to profits in the mature years. Top 5 Median: 17.5x

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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. So there’s much angst and even panic with so many SaaS and Cloud public stocks down 50% or more from their peaks. Will things get worse for SaaS products themselves on a day-to-day basis? So there’s a lot of stress today in venture and in public SaaS stocks.

Cloud 258
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A Look Back at Q4 '23 Public Cloud Software Earnings

Clouded Judgement

My hope is that this analysis can provide startup entrepreneurs with a framework for how to manage their businesses around SaaS metrics (e.g., 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.

Cloud 177
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5 Interesting Learnings from Digital Ocean at $700,000,000 in ARR

SaaStr

So is it possible to be too efficient in SaaS and Cloud? Many have used Digital Ocean at the cheaper, simpler version of AWS-Azure-Digital Ocean to get going fast and quickly. But it’s raining cash, and earnings per share is growing 22% — faster than revenue. And if so, maybe that’s Digital Ocean.

Scale 237