What's the spread between top and bottom performers in this segment?

The 25th-75th percentile range is 104% to 137%. That gap of +32.5pp represents the difference between average and top-quartile performance.

How has NRR for Public Customer Engagement changed year over year?

Median NRR for this segment moved from 110% to 115% year over year - a change of +5.5pp.

How is this NRR data sourced and verified?

Every disclosure is sourced from a public SEC filing or earnings press release, then verified by a human reviewer against the original source. See cust.co/methodology/ for the full verification policy.

cust.co / NRR Benchmark / Customer Engagement · Public · $25K-$100K ACV

Customer Engagement NRR Benchmark

Name: NRR Benchmark - Customer Engagement · Public · $25K-$100K ACV
Creator: Cust
Published: 2026-05-05
License: https://cust.co/terms/

Median Net Revenue Retention for Public Customer Engagement companies in the $25K-$100K ACV band.

NRR over time

Each point is the median of verified disclosures for that fiscal quarter. Contributors disclosed in: FY-2018 (TWLO) · FY2019-Q1 (TWLO) · FY2019-Q2 (TWLO) · FY2019-Q3 (TWLO) · FY-2019 (TWLO) · FY2020-Q1 (TWLO) · FY2020-Q2 (TWLO) · FY2020-Q3 (TWLO) · FY-2020 (TWLO) · FY2021-Q2 (TWLO) · FY-2021 (TWLO) · FY2022-Q1 (TWLO) · FY2023-Q1 (TWLO) · FY2023-Q2 (TWLO) · FY2024-Q1 (TWLO) · FY2024-Q2 (TWLO) · FY2025-Q2 (ZM, TWLO) · FY2024-Q3 (TWLO) · FY2025-Q1 (TWLO) · FY2025-Q3 (TWLO) · FY2026-Q1 (TWLO).

Median GRR (gross retention) in FY2026-Q1: - - the gap to NRR (107.0%) shows how much expansion is lifting the retention number.

Distribution - where do companies fall?

Each bar = a 5-percentage-point band. Hover for the companies in that band.

Latest verified NRR per company. Run the calculator to see where you'd land on this distribution.

What this means

Customer Engagement · Public stage - NRR captures how much your existing customers grow versus shrink, before any new logos. Top performers expand existing accounts faster than they lose them, compounding ARR even if new sales slow.

The expansion gap is real: median sits at 115% while the 75th-percentile peer is at 137% - a 21.8pp spread between average and top-quartile performance. Compute your own NRR to see where you fall.

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