Industry Report

The 2025 Public Market Pulse

Tracking the Impact of Customer Success and Net Revenue Retention on Publicly Traded Professional Services Companies

Your Guide to Customer Success and Net Revenue Retention

Discover how Customer Success (CS) and Net Revenue Retention (NRR) are fundamentally reshaping the professional services industry for publicly traded companies.

Based on an analysis of over 4,000 quarterly earnings reports from more than 430 public companies, this report reveals a clear link between these two crucial metrics. Mentions of CS and NRR in earnings calls have steadily risen since 2022, proving their growing strategic importance.

The 2025 Public Market Pulse highlights that top-performing companies are significantly more likely to credit their success to strong CS strategies and robust NRR. These essential concepts are no longer optional—they drive predictable growth and success in the services economy.

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