Jonah Goodhart

Totally.

We said, listen, in the end of the day, we think that we're creating ongoing value.

And one of the things that I think was an innovation, if you want to call it that, at least other people have said it was an innovation, was that we did always out, always on contracts that auto-renewed, but we also let our customers essentially out at any time.

Somebody wrote an article recently saying,

that said, in the end of the day, you do kind of let your customers out when you're building a SaaS company

at any time that they want to get out.

Can you force them technically to stay in as some companies have done?

You can, but then what happens?

You get somebody that hates you.

They talk negatively about you to others.

And they can't wait.

They can't wait for your renewal date so that they can cancel and go to somebody else.

We always said to our customers, look, if you want to be done with us, if you don't like the service, if you don't like the value, tell us.

We'll stop.

We won't charge you anymore.

And the result of that was that we had to deliver every single month for our customers.

The flip side is,

is that we had auto-renewed contracts.

And so our contracts, as long as customers were happy, just kept going.

And so our renewal rates look unbelievable if you look at it through that lens, but it was because the renewal date itself wasn't that significant for us.