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What is Net Revenue Retention (NRR)?
Net Revenue Retention (NRR) is a key metric used by subscription-based and recurring revenue businesses to measure how revenue from existing customers grows or shrinks over time. It accounts for upgrades, downgrades, churn, and expansions.
Definition
Net Revenue Retention (NRR) is the percentage of recurring revenue retained from existing customers over a specific period, after including expansion revenue and subtracting churn and contraction.
Key takeaways
- Measures revenue health: Indicates growth or decline within the existing customer base.
- Includes upsells and cross-sells: Reflects true customer value.
- NRR above 100% is ideal: Indicates expansion exceeds churn.
- Crucial for SaaS and subscription businesses.
Formula
NRR = (Starting MRR + Expansion – Contraction – Churn) / Starting MRR × 100
Example:
- Starting MRR: P200,000
- Expansion: P60,000
- Contraction: P20,000
- Churn: P10,000
NRR = (200,000 + 60,000 – 20,000 – 10,000) / 200,000 × 100 = 115%
Why NRR matters
1. Growth indicator
Shows whether a company can grow revenue even without acquiring new customers.
2. Investor benchmark
High NRR is associated with strong product-market fit.
3. Customer success measurement
Reflects retention, satisfaction, and expansion health.
4. Predictable revenue
High NRR leads to more reliable forecasting.
Components of NRR
- Churn: Lost customers or revenue.
- Contraction: Reduction in subscription level.
- Expansion: Upsells, cross-sells, add-ons.
- Renewals: Revenue that continues at the same level.
Good NRR benchmarks by industry
- SaaS (Enterprise): 120%+
- SaaS (SMB): 100–115%
- Fintech/Payments: 110–130%
How to increase NRR
- Upsell/cross-sell strategies
- Better onboarding and support
- Reducing churn through customer success
- Product improvements and new features
- Personalized account management
NRR vs. GRR (Gross Revenue Retention)
| Metric | Includes Expansion? | Indicates |
|---|---|---|
| NRR | Yes | Net growth within existing customers |
| GRR | No | Pure retention and contraction |
Related concepts
- Monthly recurring revenue (MRR)
- Customer lifetime value (CLV)
- Churn rate
- Gross revenue retention
- SaaS metrics
Sources
- OpenView SaaS Benchmarks
- HubSpot Revenue Analytics
- McKinsey Subscription Economy Insights
Frequently Asked Questions (FAQ)
Can NRR exceed 100%?
Yes. This is called net negative churn, and it’s ideal.
Is NRR important for investors?
Extremely. It signals sustainable long-term growth.
Does NRR include new customers?
No. Only existing customers.
Is a high NRR always good?
Generally yes, but it must be sustainable.
Why does contraction matter?
It shows declining usage or value before churn happens.
