Klaviyo, Inc. (NYSE: KVYO), a leading customer data and marketing automation platform, saw its stock price plummet by 15.76% on November 7, 2024. The steep decline was primarily attributed to the company's Q3 2024 earnings report, which highlighted softer customer expansion amid macroeconomic headwinds, particularly in the small and medium-sized business (SMB) segment.
While Klaviyo delivered a strong overall performance, with revenue surging 34% year-over-year to $235.1 million, beating analysts' estimates, the company's guidance for the upcoming quarters raised concerns. Klaviyo's dollar-based net revenue retention rate (NRR), a key metric reflecting customer expansion and retention, declined to 110% in Q3 2024, down from previous quarters.
In the earnings call, Amanda Whalen, Klaviyo's Chief Financial Officer, acknowledged the continued pressure on customer expansion, especially among SMBs. She stated that the company is hearing from customers that they are very focused on the return on investment (ROI) of their software spend in the current economic environment. Additionally, as Klaviyo moves upmarket, new customers tend to land with multiple products from the start, limiting the expansion opportunities within those customers and impacting NRR.
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