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   Here's the retention rate that actually applies to you. Plus, a roundup of this week’s best SaaS thinking.  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­
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                        Edition #518, 22-May-2026
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                       <p style="margin:0;margin-bottom:16px">
                        The SaaS retention benchmarks you've been comparing yourself against were never real. Not for most companies.
                        <br/>
                        <br/>
                        The industry retention that’s “dropped off a cliff”? That story comes from a few thousand public SaaS companies and well-funded private ones.
                        <br/>
                        <br/>
                        For the actual market of 30,000+ smaller and self-funded companies, the cliff was never there to begin with.
                        <br/>
                        <br/>
                        NRR has been bouncing around in the high 70s to low 80s for years. GRR in the mid-50s.
                        <br/>
                        <br/>
                        The question now isn't how to get to 120% NRR. It's how to stop losing ground. Deeper product integration, expansion in existing accounts, and tighter early onboarding—that's where durable retention actually comes from.
                        <br/>
                        <br/>
                        The companies who figure this out won't make headlines. They'll just outlast everyone who believed the benchmarks.
                        <a class="" rel="noopener" style="text-decoration: underline; color: #666e89;" target="_blank">
                         See our breakdown with David Spitz
                        </a>
                        .
                       </p>
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                        <a class="" rel="noopener" style="text-decoration: underline; color: #666e89;" target="_blank">
                         <strong>
                          Nick Franklin
                         </strong>
                        </a>
                        <br/>
                        Founder &amp; CEO
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                        This week in SaaS
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                        Revenue operations 101 for SaaS companies
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                       <p style="margin:0;margin-bottom:16px">
                        Most SaaS teams have someone doing RevOps work—they just don't know it yet. In this piece, ChartMogul's Thomas Anastaselos breaks down when to formalize the function, what a RevOps leader actually owns, and which metrics tell you if it's working.
                       </p>
                       <p style="margin:0">
                        <em>
                         "Beyond the direct hit to revenue, inefficient processes have some serious ripple effects. Over time, they hurt employee morale, lead to higher turnover, and drag down customer satisfaction."
                        </em>
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                       The permission to say "I don’t know...yet"
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                        Saying "I don't know" takes more courage than pretending you do. Early in his career, Elliott Fisher (COO, Lavender) admitted he didn't know how to do a core part of his job. That vulnerability became fuel for learning, and proof that self-trust is enough to figure it out as you go.
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                         "My initial reluctance and dread quickly evolved into gratitude and opportunity, and a new perspective that I could have only found by pushing through that discomfort. My courage paid immediate dividends."
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                        The fast parts got faster, and some of the hard parts stayed hard. Luke Wright (Senior Software Engineer, Retool) shares what teams can learn from Retool’s engineering approach: where they’ve successfully leveraged AI, where they’ve hit limits that no model version will fix, and the discipline they’ve built to make AI earn its place in a production codebase.
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                        <img alt="A new chapter: Friends of Figma’s brand refresh tells the story of a global community" height="auto" src="https://inboxflows.com/_/image/https%253A%252F%252Fuserimg-assets-eu.customeriomail.com%252Fimages%252Fclient-env-125412%252F01KS2TWM48HNB18W59PRRVPXM5.png/?inbox_flows_img_sig=eyJwYXRoIjoiaHR0cHMlM0ElMkYlMkZ1c2VyaW1nLWFzcyIsInRpbWUiOjE3Nzk0NTEyMzcuNzE0MjgzN30:1wQOYP:Uk-g-tacEECs57TDbAIG64DyCWxyfjpxg0MT20qpHOc" style="display:block;height:auto;border:0;width:100%" title="A new chapter: Friends of Figma’s brand refresh tells the story of a global community" width="258"/>
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                       A new chapter: Friends of Figma’s brand refresh tells the story of a global community
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                        Friends of Figma are city-based communities for creatives to connect and learn. For their brand refresh, Figma turned the shapes within its logo mark into modular building blocks to create a new logo. Each chapter picks from a defined color palette and sticker templates, keeping things cohesive while celebrating the real people and places behind each community.
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                         "We wanted to create the feeling of a brand that’s connected through a shared spirit, not through shared outcomes. It’s a democratic design system at heart that is intended to be shared, owned, and driven by the chapters."
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                            <a style="color: inherit; text-decoration: underline;" target="_blank">
                             How do you decide whether to gate a piece of content?
                            </a>
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                           Marketers share their tactics in the comments.
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                             Be curious, document your processes, repeat yourself:
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                           and more tips to always have ideas for your LinkedIn posts.
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                             “What's on your wish list we've never had budget for?”
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                           Ask this question to retrain staff whose jobs are half-automated.
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