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What is a Net Revenue Retention (NRR) in PropTech?
Net Revenue Retention (NRR) in PropTech measures how much recurring revenue a company retains and grows from its existing customer base over a given period, accounting for upgrades, downgrades, and churn. It is one of the most powerful indicators of a SaaS business's long-term health.
NRR Formula
NRR = (Starting MRR + Expansion MRR – Churned MRR – Contraction MRR) ÷ Starting MRR × 100
What NRR Tells You
- > 120% :Excellent: existing customers drive growth
- 100–120%: Healthy: retention is strong
- < 100%: Concerning: losing more than gaining from existing base
NRR in the PropTech Context
- A property management SaaS with NRR of 115% means existing customers are spending 15% more year-over-year through upgrades or adding more units
- NRR above 100% means the company can grow revenue without acquiring new customers
NRR is arguably the single most important metric for PropTech SaaS companies because it reflects both customer satisfaction and the compounding power of the subscription model. World-class SaaS companies consistently achieve NRR above 120%, turning existing customers into the engine of growth.
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Evolution of Customer Relationship Management tools
‘‘The purpose of a business is to create and keep a customer’’, Peter Drucker, a famous writer, and management consultant said prolifically. The realm of CRM scope covers customer discovery, interactions, service, care, retention, and loyalty. The term Customer Relationship Management (CRM) was coined in the early 1970s when management at business units realized it would be better to be customer emphatic rather than product emphatic. Customer relationship management tools has evolved gradually from Rolodex’s of 1950s to Generative AI in 2020. What started as a record-keeping tool gradually evolved into digital documentation, sales automation, enterprise resource planning, social marketing, to the present age hyper personalised automated communication form. 1956 - First CRM Gadget - Rolodex In 1956s, Danish engineer Hildaur Neilsen, chief engineer of Zephyr American invented Rolodex, a card index system used to store customer contact information. It was a desk gadget that stacked and stored business cards and index cards that people could spin and flip through. Digital Rolodex, Tele sales and advent of computers The 1980s saw an evolution in sales, marketing and customer retention tactics with the advent of digitisation. Tools such as direct mail, brochures, and product catalogues being sent to a database of customers to get them to buy something were prevalently used in the 1980s. Database marketing and digital Rolodex came to the fore. The late 1980s saw the advent of telesales for customer communication. Computers were also accessible for enterprises and became a means of storing information about customers. In 1987, the software programme ACT (Activity Control Technology) was created by Mike Sullivan and Mitch Muhney, officially known as the first CRM software. This was essentially a digital Rolodex that allowed storage and management of the entire customer lifecycle information on the software. With its usage of Customer Relationship Management software, Act! demonstrated the advantages of scalable software that utilized consumer information to help a firm better manage its connections. 1990 - Sales Automation and progression into CRM systems By 1990s, one saw a progression of database management into customer lifecycle management and sales force workflow automation. Tools like enterprise resource planning, and marketing were added to the software’s contact management functions. This was the emergence first CRM systems. Tom Siebel, founder of Sieble Systems, coined the term CRM (Customer Relationship Software) for the first time. The post-introduction of the same CRM took off exponentially, with other companies also providing CRM solutions. Siebel Systems was later acquired by Oracle for over USD 5 billion in 2005. Late 1900s - First Mobile CRM, SaaS business model and Salesforce Inc. Post invention of PDA (Personal Digital Assistant) devices, tasks, emails, and calendar management became mobile. It allowed sales individuals to access customer data from central databases on the go, which proved to be a game changer as one didn’t have to be on the desk to work out these tasks. Salesforce.com was launched in 1999 and offered a new business model, offering software services as subscriptions (SaaS), wherein the upfront implementation cost, effort, and maintenance would be taken care of by Salesforce. 2000 - Cloud based CRM, Open-Source CRM and Social CRM In 2007, internet boom and cloud storage led to the advent and proliferation of Cloud-based CRM. With the increased internet adoption, Salesforce’s subscription model became popular as it could be scaled up very quickly. Open-source software also came to the fore, with the most prominent one being Sugar CRM, invented by computer scientists and ex-IBM and Hewlett-Packard employees Clint Oram, John Roberts, and Jacob Taylor. With the increased proliferation, and exponential growth of social media platforms, CRMs were combined with social media tools to offer SCRM. 2010 - Artificial Intelligence and CRM Artificial intelligence (AI) has changed the CRM space substantially with automation and intelligence. AI can be used for lead scoring, identifying customer needs, and providing recommendations. With enormous data being generated across every consumer by way of their digital footprint, CRM with AI and data analytics makes it simple to extrapolate consumer behaviour and requirements in real-time. 2020 and Now - Generative AI Generative AI is a subset of AI but unique in its ability to learn from underlying patterns to create new data that mirrors the training data set. The power of creation has a multifold impact across industries, and consumer communication is only to benefit from this capability. Managing customer interactions with Gen AI has the potential to enable a better connection between brands and customers. This however requires creative ability to engage customers and ability to execute to deliver better performance results and employee experiences. A combination of Gen AI and CRM can impact functional domains of marketing, sales, commerce, service and customer success. The true potential of Gen AI can be unlocked best when used in combination with predictive AI, voice to text, experience management and workflow optimisation. The CRM journey has reached an interesting point with AI, and the future looks promising for this space. The Total Addressable Market is set to grow to USD 290 billion by 2026. Salesforce Inc, an early mover, and a global market leader grew 10x in revenue in a decade. In 2013, its revenue stood at USD 3.1 billion which stands at USD 34 billion in FY 2022. CRM, which started as a simple Rolodex, has evolved into a complex system laced with artificial intelligence that helps organisations manage customer data and engage them with it in a self-assisted automated format, bringing huge implications for cost, efficiency, and the experience of consumer communication. As we advance further into the coming decades, CRM software systems will become more intelligent, integrated and intuitive with powerful AI capabilities, greater emphasis on self-service, enhanced experience for customers, hyper-personalisation, integrated API networks and ecosystems, and a single source of truth for businesses. Peter Drucker will be smiling in his grave looking at the advancement in this space.
PropTech Pulse Editorial
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REITs: What They Are and How to Invest
Real Estate Investment Trusts (REITs) have revolutionized real estate investing around the world, blending liquidity, diversification, and income generation in a way that’s hard to beat. In this blog, we’ll dive into the global REIT landscape and then zoom in on the Indian scene, exploring some exciting trends and data. A Global Overview of REITs REITs started in the U.S. back in the 1960s, making it easier for everyday investors to get in on real estate. They’ve since taken the world by storm, with major markets in the UK, Australia, Japan, and Singapore. Key Global Stats: United States: The largest REIT market with over 200 publicly traded REITs and a market cap exceeding $1.5 trillion as of 2024. Europe: A strong market with countries like France, Germany, and the UK, adding up to a European market cap of around €500 billion. Asia-Pacific: Significant growth here too, with Australia’s REIT market cap around AUD 150 billion and Singapore’s at SGD 100 billion. Globally, REITs cover a range of property types from residential to commercial and industrial, offering investors regular dividends and potential for capital gains. The Rise of REITs in India REIT regulation was introduced in the country by the Securities and Exchange Board of India in 2014. The first REIT was listed in 2019, and ever since, the market has attracted a lot of attention, both from local investors and international players. Current Indian REIT Stats: Performance Highlights: Embassy Office Parks REIT: Has seen a solid 16.8% year-over-year (YoY) price increase. Mindspace Business Parks REIT: Also performed well, with a 7.5% YoY rise. Brookfield India Real Estate Trust: Faced a -6.8% YoY decline. Nexus Select Trust REIT: Stood out with a notable 28.8% increase since its listing. Despite these gains, the REIT market’s capitalization to GDP ratio in India remains relatively modest at just 0.3%. This signals a large opportunity for growth. The office sector, currently occupying just 10.9% of available space in major cities, along with the new retail-focused REIT, offers substantial opportunities for expansion. Emerging Opportunities Warehousing and Logistics: There's growing interest in REITs focused on warehousing, which is crucial given the rise of e-commerce. Hotels and Data Centers: The potential for hotel and data center REITs is on the rise, driven by the growth in tourism and data consumption. Educational Technology: As the education sector evolves, there’s also a potential niche for REITs focusing on educational technology. The recent introduction of Small and Medium REITs (SM REITs) is a game-changer. SM REITs are set to boost market liquidity and transparency, making real estate investments more accessible and attractive to a broader range of investors. Conclusion These small and medium-sized REITs will open a 32.8cr Sq. Ft SM-REIT-able office supply across the country. REITs have already made a big splash globally and are carving out their space in the Indian market. With impressive performance by some REITs and a wealth of untapped opportunities, the future looks bright for real estate investors in India. Whether you're looking at commercial spaces, retail, warehousing, or the latest SM REITs, there’s plenty of room for growth and potential in this exciting sector.
PropTech Pulse Editorial
13th November 2024
Technology and Innovation
Understanding PropTech AI: An Overview
Investments in real estate technology have topped billions with leading companies adopting PropTech AI to reshape operations and stay ahead in the game. The Indian market for real estate AI is projected to grow significantly, from $477 billion in 2022 to $650 billion by 2025, and further to a staggering $5,800 billion by 2047. Notably, a Forbes study ranks AI among the top five tech trends transforming real estate this year, underscoring its impact across the industry. If your firm hasn’t integrated AI yet, here’s your sign to start! Curious about how AI can keep you competitive? Here’s what’s happening in PropTech and why your business can’t afford to lag behind. Technologies Redefining Real Estate and Business Innovation Software-as-a-Service (SaaS) / Cloud ComputingThe SaaS industry is projected to expand at an approximate compound annual growth rate (CAGR) of 15% from 2019 to 2022, reaching a valuation of $230 billion. Artificial Intelligence (AI)AI is anticipated to add a staggering USD 15.7 trillion to the global economy by 2030, driven by advancements in productivity and consumer-side innovations. Internet of Things (IoT)The number of IoT-enabled devices worldwide is expected to surge, tripling from 8.7 billion in 2020 to 25.4 billion by 2030. Robotic Process Automation (RPA)The global market for RPA software is forecasted to achieve revenue of USD 1.89 billion by 2021, with an annual growth rate of 19.5%, and is set to sustain double-digit growth until 2024. Virtual Reality (VR) / Augmented Reality (AR)These immersive technologies are poised to enhance global GDP by up to USD 1.5 trillion by 2030, thanks to their potential to generate new income streams while cutting operational expenses. What is PropTech AI? PropTech AI integrates Artificial Intelligence into real estate technology to make property management, investment, and customer engagement smarter and more efficient. Well, this is just the definition whereas in reality, it means - saves time, saves effort, and saves huge money. AI leverages advanced algorithms and machine learning techniques to extract insights from big datasets, identifying patterns to support informed decision-making. Whether you're a property manager or an investor, AI can provide solutions that would be challenging — if not impossible — to figure out on your own. But you still have questions - What is the impact? How does it improvise? How is it relevant? Read on to find the answers! The Role of Artificial Intelligence in Real Estate Building on its ability to extract valuable insights, AI is not just about automating everyday tasks; it’s revolutionizing how we invest, manage, and sell properties. AI analyzes historical data and predicts market trends, giving investors an advantage. This right here is groundbreaking. If you know what sells and how to sell it, you are making profits then and there. How great is that for an investor? Take Compass, for example. They've rolled out AI tools that allow real estate professionals to spot potential sellers before their homes even hit the market. This proactive strategy revolutionizes operations, enhancing profits. Many users of Compass Collections report working with 40-60% more clients, significantly boosting their revenue. AI is not just a boon for investors; it also alleviates the workload for property managers. AI-powered chatbots are improving tenant experiences. They can be used to schedule routine maintenance work, create move-in contracts, provide regular updates, communicate, negotiate, and pretty much take on mundane burdens. The bottom line? With AI becoming an essential part of the real estate toolkit, the question isn’t if real estate professionals should adopt it — it’s when. But before you start, understand the concept better. Scroll through to find out more. Key Applications of AI in PropTech To fully understand the role of Artificial Intelligence in real estate, let’s dive into its core applications. Property Search and Recommendation Systems This is one of the most prominent PropTech AI applications. It is like an AI-powered matchmaking for properties. A person looking to buy/rent just has to enter preferences and will get tailored property recommendations. It can study user behaviors, offering even favorite restaurants in the nearby location. Its detailed features like virtual tours, risk assessment, lease management, and quick response mechanisms help reduce time wasted ‘searching for a dream house’. Predictive Analytics for Real Estate Investment Predictive analysis = smart investments. Investors can input historical data along with current market conditions, and AI will examine the information delivering valuable insights. This strategic approach minimizes risks and maximizes returns, equipping investors with the knowledge needed to navigate the market confidently. Smart Property Management and Automation Managing properties has never been easier. AI tools automate routine tasks such as rent collection, maintenance requests, and lease renewals. With platforms like AppFolio, these tasks are streamlined, reducing the potential for errors. This automation allows managers to focus on higher-value tasks that add real value to their operations. Tenant Screening and Fraud Detection with AI Gone are the days of tedious tenant screening processes. Now, property managers can leverage AI to automate tenant evaluations, rapidly assessing digital footprints and credit histories. This quick analysis not only ensures tenant reliability but also swiftly flags potential fraud, enabling more confident decision-making for property owners. Virtual Property Tours and Visualization Technology AI-powered virtual tours are changing how properties are showcased. Companies like Matterport offer immersive 3D tours, allowing prospective buyers and tenants to explore listings from the comfort of their homes. This is especially beneficial for international buyers or during times when physical visits may not be possible. Energy Efficiency and Sustainability in Real Estate AI is at the forefront of enhancing energy efficiency in real estate. By analyzing energy consumption patterns, AI can recommend improvements and control smart systems to optimize usage. This not only reduces operational costs but also contributes to sustainability goals, aligning property management practices with eco-friendly initiatives. How AI Enhances Property Management AI is altering property management, allowing managers to focus on what truly matters - customer relationships. Here’s how: Automates routine tasks: Want to send rent reminders automatically? Worry not! AI takes care of that, ensuring timely notifications for tenants. Predictive maintenance: AI monitors equipment data to foresee maintenance issues, preventing expensive repairs and extending the lifespan of assets. Improves tenant experience: AI chatbots are available 24/7 to handle tenant inquiries, from payment schedules to maintenance requests. Balancing AI in Property Management AI boosts efficiency, but a human touch is essential for handling sensitive tenant issues. AI can analyze customer retention insights but maintaining the relationship takes an empathetic approach which an AI cannot provide. Learning where to find the balance and leveraging it to your advantage can elevate your game to newer heights. Now that we’ve covered AI in property management, let’s shift focus to AI’s role in real estate investment. AI's Role in Real Estate Investment and Valuation Automation helps investors make better decisions about property prices and strategies. Take a closer look at how AI for property investment is making an impact. Property price forecasting and market analysis AI predicts housing market trends with up to 80% accuracy, guiding investors on the best times to buy or sell for maximum ROI.
PropTech Pulse Editorial
13th December 2024
Technology and Innovation
Evolution of Customer Relationship Management tools
‘‘The purpose of a business is to create and keep a customer’’, Peter Drucker, a famous writer, and management consultant said prolifically. The realm of CRM scope covers customer discovery, interactions, service, care, retention, and loyalty. The term Customer Relationship Management (CRM) was coined in the early 1970s when management at business units realized it would be better to be customer emphatic rather than product emphatic. Customer relationship management tools has evolved gradually from Rolodex’s of 1950s to Generative AI in 2020. What started as a record-keeping tool gradually evolved into digital documentation, sales automation, enterprise resource planning, social marketing, to the present age hyper personalised automated communication form. 1956 - First CRM Gadget - Rolodex In 1956s, Danish engineer Hildaur Neilsen, chief engineer of Zephyr American invented Rolodex, a card index system used to store customer contact information. It was a desk gadget that stacked and stored business cards and index cards that people could spin and flip through. Digital Rolodex, Tele sales and advent of computers The 1980s saw an evolution in sales, marketing and customer retention tactics with the advent of digitisation. Tools such as direct mail, brochures, and product catalogues being sent to a database of customers to get them to buy something were prevalently used in the 1980s. Database marketing and digital Rolodex came to the fore. The late 1980s saw the advent of telesales for customer communication. Computers were also accessible for enterprises and became a means of storing information about customers. In 1987, the software programme ACT (Activity Control Technology) was created by Mike Sullivan and Mitch Muhney, officially known as the first CRM software. This was essentially a digital Rolodex that allowed storage and management of the entire customer lifecycle information on the software. With its usage of Customer Relationship Management software, Act! demonstrated the advantages of scalable software that utilized consumer information to help a firm better manage its connections. 1990 - Sales Automation and progression into CRM systems By 1990s, one saw a progression of database management into customer lifecycle management and sales force workflow automation. Tools like enterprise resource planning, and marketing were added to the software’s contact management functions. This was the emergence first CRM systems. Tom Siebel, founder of Sieble Systems, coined the term CRM (Customer Relationship Software) for the first time. The post-introduction of the same CRM took off exponentially, with other companies also providing CRM solutions. Siebel Systems was later acquired by Oracle for over USD 5 billion in 2005. Late 1900s - First Mobile CRM, SaaS business model and Salesforce Inc. Post invention of PDA (Personal Digital Assistant) devices, tasks, emails, and calendar management became mobile. It allowed sales individuals to access customer data from central databases on the go, which proved to be a game changer as one didn’t have to be on the desk to work out these tasks. Salesforce.com was launched in 1999 and offered a new business model, offering software services as subscriptions (SaaS), wherein the upfront implementation cost, effort, and maintenance would be taken care of by Salesforce. 2000 - Cloud based CRM, Open-Source CRM and Social CRM In 2007, internet boom and cloud storage led to the advent and proliferation of Cloud-based CRM. With the increased internet adoption, Salesforce’s subscription model became popular as it could be scaled up very quickly. Open-source software also came to the fore, with the most prominent one being Sugar CRM, invented by computer scientists and ex-IBM and Hewlett-Packard employees Clint Oram, John Roberts, and Jacob Taylor. With the increased proliferation, and exponential growth of social media platforms, CRMs were combined with social media tools to offer SCRM. 2010 - Artificial Intelligence and CRM Artificial intelligence (AI) has changed the CRM space substantially with automation and intelligence. AI can be used for lead scoring, identifying customer needs, and providing recommendations. With enormous data being generated across every consumer by way of their digital footprint, CRM with AI and data analytics makes it simple to extrapolate consumer behaviour and requirements in real-time. 2020 and Now - Generative AI Generative AI is a subset of AI but unique in its ability to learn from underlying patterns to create new data that mirrors the training data set. The power of creation has a multifold impact across industries, and consumer communication is only to benefit from this capability. Managing customer interactions with Gen AI has the potential to enable a better connection between brands and customers. This however requires creative ability to engage customers and ability to execute to deliver better performance results and employee experiences. A combination of Gen AI and CRM can impact functional domains of marketing, sales, commerce, service and customer success. The true potential of Gen AI can be unlocked best when used in combination with predictive AI, voice to text, experience management and workflow optimisation. The CRM journey has reached an interesting point with AI, and the future looks promising for this space. The Total Addressable Market is set to grow to USD 290 billion by 2026. Salesforce Inc, an early mover, and a global market leader grew 10x in revenue in a decade. In 2013, its revenue stood at USD 3.1 billion which stands at USD 34 billion in FY 2022. CRM, which started as a simple Rolodex, has evolved into a complex system laced with artificial intelligence that helps organisations manage customer data and engage them with it in a self-assisted automated format, bringing huge implications for cost, efficiency, and the experience of consumer communication. As we advance further into the coming decades, CRM software systems will become more intelligent, integrated and intuitive with powerful AI capabilities, greater emphasis on self-service, enhanced experience for customers, hyper-personalisation, integrated API networks and ecosystems, and a single source of truth for businesses. Peter Drucker will be smiling in his grave looking at the advancement in this space.
PropTech Pulse Editorial
12th April 2024
Investment Opportunities
REITs: What They Are and How to Invest
Real Estate Investment Trusts (REITs) have revolutionized real estate investing around the world, blending liquidity, diversification, and income generation in a way that’s hard to beat. In this blog, we’ll dive into the global REIT landscape and then zoom in on the Indian scene, exploring some exciting trends and data. A Global Overview of REITs REITs started in the U.S. back in the 1960s, making it easier for everyday investors to get in on real estate. They’ve since taken the world by storm, with major markets in the UK, Australia, Japan, and Singapore. Key Global Stats: United States: The largest REIT market with over 200 publicly traded REITs and a market cap exceeding $1.5 trillion as of 2024. Europe: A strong market with countries like France, Germany, and the UK, adding up to a European market cap of around €500 billion. Asia-Pacific: Significant growth here too, with Australia’s REIT market cap around AUD 150 billion and Singapore’s at SGD 100 billion. Globally, REITs cover a range of property types from residential to commercial and industrial, offering investors regular dividends and potential for capital gains. The Rise of REITs in India REIT regulation was introduced in the country by the Securities and Exchange Board of India in 2014. The first REIT was listed in 2019, and ever since, the market has attracted a lot of attention, both from local investors and international players. Current Indian REIT Stats: Performance Highlights: Embassy Office Parks REIT: Has seen a solid 16.8% year-over-year (YoY) price increase. Mindspace Business Parks REIT: Also performed well, with a 7.5% YoY rise. Brookfield India Real Estate Trust: Faced a -6.8% YoY decline. Nexus Select Trust REIT: Stood out with a notable 28.8% increase since its listing. Despite these gains, the REIT market’s capitalization to GDP ratio in India remains relatively modest at just 0.3%. This signals a large opportunity for growth. The office sector, currently occupying just 10.9% of available space in major cities, along with the new retail-focused REIT, offers substantial opportunities for expansion. Emerging Opportunities Warehousing and Logistics: There's growing interest in REITs focused on warehousing, which is crucial given the rise of e-commerce. Hotels and Data Centers: The potential for hotel and data center REITs is on the rise, driven by the growth in tourism and data consumption. Educational Technology: As the education sector evolves, there’s also a potential niche for REITs focusing on educational technology. The recent introduction of Small and Medium REITs (SM REITs) is a game-changer. SM REITs are set to boost market liquidity and transparency, making real estate investments more accessible and attractive to a broader range of investors. Conclusion These small and medium-sized REITs will open a 32.8cr Sq. Ft SM-REIT-able office supply across the country. REITs have already made a big splash globally and are carving out their space in the Indian market. With impressive performance by some REITs and a wealth of untapped opportunities, the future looks bright for real estate investors in India. Whether you're looking at commercial spaces, retail, warehousing, or the latest SM REITs, there’s plenty of room for growth and potential in this exciting sector.
PropTech Pulse Editorial
13th November 2024
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