Brian Halligan

Logo.

Around 70.

I don't remember exactly.

Our revenue retention rate, including upsell, was maybe 75.

Since then, our customer logo retention rate is in the low 80s, so that's improved.

But our revenue retention rate is 100%.

And so the upsell went from 5% to 17%.

And Sequoia's point was you need to figure out a way for the customers you're delivering the most value to to extract a little bit more value in a way that's not douchey.

And that has made all the difference for HubSpot.

If our customer retention rate was 70 and our revenue retention rate was 75, I wouldn't be on this call with you today.

We'd be part of some other company.

It just won't scale.

It'll scale when you're small.

This is why cost to acquire matters.

When you're small, you've got 1,000 customers.

and your retention rate is 70%, you lose 300 customers, you can replace the 300 and add another 500 relatively easily.

If you've got 100,000 customers and your retention rate is 70%, you lost 30,000 customers.

To grow 50%, you've got to add 80,000 customers.

The cost to acquire is what ends up getting you.

So you've got to nail both.