Open metrics

Recently, we realized our way of calculating MRR and ARR wasn’t giving us the clearest picture of our business. A few months ago, we made the decision to cancel the Buffer subscriptions of 1,361 inactive annual legacy subscriptions. We let those customers know they can always use Buffer for free or sign up for an annual plan again. After sending that email and canceling the annual plans, we braced for a $14,000 monthly recurring revenue (MRR) drop. But the numbers didn’t budge. We knew someth

One of the first hires we made at Buffer was for our customer support team, and that was intentional. We've always wanted every person who reaches out to feel genuinely valued and heard, striving to set the bar for exceptional customer support. That commitment to excellence in customer support hasn't changed in the nearly 15 years we've been in business. Over the years, we've built a team where everyone takes ownership of the customer experience and actively seeks new ways to deliver stand-out e

We’re intentionally investing in building a team of Buffer creators as a company-wide initiative. Here's exactly how (and why we're doing it).

In this article, Suzanne, Buffer's Operations Manager, goes in-depth on how we encourage self-improvement at Buffer.