I work for a multi-billion dollar medical devices company and we...

I work for a multi-billion dollar medical devices company and we use the BTC platform within our ANZ sales team.

I am the regional IT Manager and was involved in the implementation as well general support. Unfortunately can't comment regarding competition as I have not used other platforms apart from SFDC. My experience as a customer is what led me to investing into BTH. 

My only cause of concern with BTH is their customer retention rate, it has declined to 85% over the last 12months.

Being a SaaS revenue model, customer retention is crucial. 

I don't know what the market averages are for customer retention rates, so would really like to compare it against something before I draw any conclusions.