Hey everyone! Hope you're all well. In last week's newsletter, we covered 3 key factors in Zoom's meteoric rise. What was factor number 1? Being customer driven in everything they do. And it seems to be more than just talk. On Thursday, they released a post diving into their most recent NPS - which jumped from 69 to 72. From watching Zoom's success, it's clear that focusing on customer satisfaction may be one of the few remaining ways to crack an increasingly competitive SaaS market. The initial value prop that got early SaaS companies going, like Salesforce and Workday, rested on the advantages of cloud vs on prem. Now that everyone everyone is on or moving to the cloud - product differentiators like customer satisfaction will be the next battle ground. Now, on to some more SaaS musings from around the web!