Gross Retention excludes expansion - it shows pure churn / contraction loss. The gap between NRR and GRR is the expansion lift.
Peak NRR of 118% in FY-2019. Latest is 112% - that's -6pp from peak.
AppFolio is below the Real Estate SaaS Public median by -6pp (cell median: 118%)
AppFolio (APPF) is a real estate saas company at the public stage. As of its most recent disclosure (FY-2020), AppFolio reported a Net Revenue Retention rate of 112% - a mid-pack result for B2B SaaS at this segment.
AppFolio's NRR peaked at 118% in FY-2019, 6pp above today's level. The most recent quarter lost 6pp QoQ.
Within its peer set (real estate saas companies at public stage in the $5k-$25k acv band), AppFolio's NRR is below the cell median of 118%. Compare against the full peer cell aggregate for distribution and top performers.
Support tiers: Plus · Max
CS team segments: SMB · Upmarket
Education programs: AppFolio Future Conference
Named CS initiatives across recent disclosures (newest first).
A fundamental shift from reactive property management to holistic value delivery across the ecosystem.
"RPM represents a fundamental shift from reactive, task-oriented property management to a holistic practice"
Fully operational AI agents built directly into the platform taking ownership of entire workflows.
"Our Realm-X Performers are fully operational AI agents built directly into the platform"
Co-created with Second Nature to activate resident services and drive revenue opportunities.
"With Resident Onboarding Lift, co-created with Second Nature, we've delivered a seamless move-in experience"
Scaling the marketplace to 80 partners to integrate preferred software applications.
"We continue to rapidly scale our AppFolio Stack Marketplace... Stack now has 80 partners in the marketplace"
Challenges acknowledged by management. Useful peer signals - your team is probably not alone.
Additional data center spend required to support growing usage of AI product capabilities.
"Efficiencies in our operations were offset by... additional data center spend to support our customers' usage of AI"
Rising operating costs and pressure on occupancy rates continue to challenge the bottom line for managers.
"Rising operating costs and pressure on occupancy rates continue to challenge the bottom line."
Property managers spending 2/3 of time on routine/reactive tasks rather than strategic work.
"This environment has created a performance gap where businesses are struggling to move beyond task efficiency."
Curated quotes about customer outcomes, retention, renewals.
"We are acquiring, growing, and retaining customers while delivering exceptional service, and our investments in AI and the resident experience are translating into tangible performance benefits."
"The shift from property manager to performance manager is the future of this business."
"Customers fully adopting Realm-X are seeing tangible outcomes. Vacancies are being filled more than five days faster"
"We make sure customers can grow their businesses alongside AppFolio because we win when our customers win."
"We are acquiring, growing, and retaining customers, and our investments in AI and the resident experience are translating into meaningful performance outcomes."
"By reimagining the resident experience with the services renters demand, we turn AppFolio from a cost center into a growth driver."
Side-by-side NRR, customer cohorts, commercial structure, and CS motion.
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Generate a live retention report against AppFolio and your full peer cell. Ungated. Downloadable as PDF.