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      "text": "Truth be told, I hate benchmarks. In the early Intercom days, we would always get dinged for our churn. We’d always have to spend time carefully crafting our story on churn when we went out to fundraise. It was the reason many passed. And it constantly came up in board meetings. Here’s the thing, though. Whenever it came up, it was in reference to other businesses. But most other SaaS businesses at the time were very different to Intercom. In 2013, the only notable public SaaS companies were Salesforce and Workday, and most private SaaS companies of any meaningful scale were companies similar to them—enterprise companies. Intercom was different. We were part of a new generation of SaaS companies. One that sold",
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