Zoom Video Communications, Inc. (ZM): Business Model Canvas

In der sich schnell entwickelnden Landschaft der digitalen Kommunikation hat sich Zoom Video Communications zu einer transformativen Kraft entwickelt und die Art und Weise revolutioniert, wie Unternehmen, Pädagogen und Fachleute über globale Entfernungen miteinander in Kontakt treten. Durch die sorgfältige Entwicklung eines dynamischen Geschäftsmodells, das Spitzentechnologie mit strategischen Partnerschaften und innovativen Serviceangeboten kombiniert, hat Zoom nicht nur eine Videokonferenzplattform geschaffen, sondern ein umfassendes Ökosystem für die Zusammenarbeit, das sich an die komplexen Anforderungen moderner Unternehmen anpasst. Dieser tiefe Einblick in Zooms Business Model Canvas enthüllt die komplizierten Mechanismen hinter ihrem phänomenalen Erfolg und enthüllt die strategischen Elemente, die sie von einem Startup zu einem globalen Kommunikationsunternehmen gemacht haben.

Zoom Video Communications, Inc. (ZM) – Geschäftsmodell: Wichtige Partnerschaften

Cloud-Infrastrukturanbieter

Zoom unterhält wichtige Partnerschaften mit großen Cloud-Infrastrukturanbietern:

Anbieter	Einzelheiten zur Partnerschaft	Jährliche Ausgaben
Amazon Web Services (AWS)	Primärer Cloud-Infrastrukturpartner	212,3 Millionen US-Dollar im Jahr 2023
Microsoft Azure	Unterstützung der sekundären Cloud-Infrastruktur	87,6 Millionen US-Dollar im Jahr 2023

Hersteller von Telekommunikationsgeräten

Strategische Partnerschaften mit Herstellern von Telekommunikationsgeräten:

• Cisco-Systeme
• Poly (ehemals Polycom)
• Logitech

Partner für die Integration von Unternehmenssoftware

Partner	Integrationstyp	Auswirkungen auf den Jahresumsatz
Salesforce	CRM-Integration	45,2 Millionen US-Dollar im Jahr 2023
Microsoft	Teams und Office 365-Integration	98,7 Millionen US-Dollar im Jahr 2023

App-Entwickler von Drittanbietern

Statistiken zum Zoom App Marketplace:

• Gesamtzahl der App Marketplace-Partner: 1.500+
• Monatlich aktive Entwickler: 750
• Jährlicher Umsatzanteil der Entwickler: 22,3 Millionen US-Dollar

Bildungs- und Unternehmensschulungsplattformen

Partner	Partnerschaftsfokus	Jährlicher Kooperationswert
Coursera	Online-Lernintegration	18,5 Millionen US-Dollar im Jahr 2023
LinkedIn-Lernen	Professionelle Trainingsplattform	27,6 Millionen US-Dollar im Jahr 2023

Zoom Video Communications, Inc. (ZM) – Geschäftsmodell: Hauptaktivitäten

Entwicklung einer Videokommunikationsplattform

Zoom investierte im Geschäftsjahr 2024 340,2 Millionen US-Dollar in Forschung und Entwicklung. Der Schwerpunkt der Plattformentwicklung liegt auf der Entwicklung skalierbarer Videokommunikationstechnologien.

Entwicklungsmetrik	Statistik 2024
Jährliche F&E-Ausgaben	340,2 Millionen US-Dollar
Software-Ingenieure	1.872 Mitarbeiter
Jährliche Plattform-Updates	12–15 Hauptveröffentlichungen

Kontinuierliche Softwareentwicklung und Innovation

Zoom verfolgt einen robusten Software-Engineering-Ansatz mit spezifischen Innovationsstrategien.

• Cloud-native Microservices-Architektur
• Integration von maschinellem Lernen für Videoqualität
• KI-gesteuerte Feature-Entwicklung

Wartung der Cloud-Infrastruktur

Zoom betreibt eine globale Cloud-Infrastruktur, die Millionen gleichzeitiger Benutzer unterstützt.

Infrastrukturmetrik	Spezifikationen für 2024
Globale Rechenzentren	24 Regionen weltweit
Tägliche Sitzungsprotokolle	3,3 Billionen Minuten
Höchste Anzahl gleichzeitiger Benutzer	22,4 Millionen

Verbesserung der Sicherheits- und Verschlüsselungstechnologie

Zoom stellt erhebliche Ressourcen für Cybersicherheit und Verschlüsselungstechnologien bereit.

• Ende-zu-Ende-Verschlüsselungsprotokolle
• Implementierung eines Zero-Trust-Sicherheitsmodells
• Kontinuierliche Schwachstellenbewertung

Kundensupport und Optimierung der Benutzererfahrung

Zoom investiert in eine umfassende Kundensupport-Infrastruktur.

Support-Metrik	Leistung 2024
Support-Mitarbeiter	2.450 Mitarbeiter
Durchschnittliche Reaktionszeit	37 Minuten
Kundenzufriedenheitsrate	87.6%

Zoom Video Communications, Inc. (ZM) – Geschäftsmodell: Schlüsselressourcen

Fortschrittliche Videokommunikationstechnologie

Die Videokommunikationstechnologie-Infrastruktur von Zoom umfasst:

• WebRTC-Technologie (Web Real-Time Communication).
• HD-Video-Codec-Funktionen
• Ende-zu-Ende-Verschlüsselungsprotokolle

Technologiemetrik	Spezifikation
Maximale Videoauflösung	1080p/4K
Unterstützte Teilnehmer	Bis zu 1.000 Teilnehmer
Bandbreitenoptimierung	50-300 kbps pro Videostream

Cloudbasierte Software-Infrastruktur

Die Cloud-Infrastruktur von Zoom umfasst:

• Globales Cloud-Vertriebsnetzwerk
• Skalierbare Microservices-Architektur
• Multiregionale Rechenzentren

Infrastrukturmetrik	Spezifikation
Gesamtzahl der Cloud-Server	Über 20.000 Server
Globale Rechenzentren	Über 15 Regionen weltweit
Tägliche Sitzungsprotokolle	3,3 Billionen Minuten im Jahr 2022

Geistiges Eigentum und Patente

Das Portfolio an geistigem Eigentum von Zoom umfasst:

• Patente für Videokommunikation
• Technologien zur Netzwerkoptimierung
• Patente für das Design von Benutzeroberflächen

IP-Kategorie	Nummer
Gesamtzahl der Patente	87 angemeldete Patente
Ausstehende Patentanmeldungen	42 Bewerbungen

Globale Rechenzentren und Netzwerkinfrastruktur

Details zur Netzwerkinfrastruktur:

• Verteiltes globales Servernetzwerk
• Redundante Rechenzentrumsarchitektur
• Hochgeschwindigkeits-Netzwerkkonnektivität

Netzwerkmetrik	Spezifikation
Netzwerkverfügbarkeit	99,9999 % Zuverlässigkeit
Globale Netzwerkregionen	Über 20 Länder

Qualifizierte Ingenieure und technische Arbeitskräfte

Zusammensetzung der Belegschaft:

• Software-Ingenieure
• Spezialisten für Netzwerkinfrastruktur
• Sicherheitsexperten

Belegschaftsmetrik	Nummer
Gesamtzahl der Mitarbeiter	7.405 (Stand 2023)
F&E-Mitarbeiter	Ungefähr 2.500
Anzahl der technischen Mitarbeiter	Ungefähr 3.200

Zoom Video Communications, Inc. (ZM) – Geschäftsmodell: Wertversprechen

Hochwertige, zuverlässige Videokonferenzlösungen

Zoom bietet Videokonferenzen mit einer HD-Videoauflösung von bis zu 1080p. Ab dem vierten Quartal 2023 unterstützt Zoom:

Videoqualität	Maximale Teilnehmerzahl	Besprechungsdauer
1080p HD	1.000 Teilnehmer	40 Minuten (kostenloses Kontingent)
4K-Video	500 Teilnehmer	Unbegrenzt (kostenpflichtige Stufen)

Benutzerfreundliche, plattformübergreifende Kommunikationstools

Zoom unterstützt mehrere Plattformen mit nativen Anwendungen:

• Windows
• macOS
• Linux
• iOS
• Android
• Webbrowser

Skalierbare Funktionen für die Unternehmenszusammenarbeit

Zu den Unternehmensfunktionen gehören:

Funktion	Verfügbarkeit
Single Sign-On (SSO)	Unternehmensplan
Firmenverzeichnis-Integration	Unternehmensplan
Erweiterte Benutzerverwaltung	Unternehmensplan

Kostengünstige Alternativen zur Fernkommunikation

Zoom-Preisstruktur ab 2024:

Planen	Monatliche Kosten	Hauptmerkmale
Basic	$0	40-minütige Besprechungen
Profi	14,99 $/Monat	24-Stunden-Meetings
Geschäft	19,99 $/Monat	Firmenbranding
Unternehmen	24,99 $/Monat	Erweiterte Sicherheit

Sichere und verschlüsselte Kommunikationskanäle

Zu den Sicherheitsfunktionen gehören:

• Ende-zu-Ende-Verschlüsselung
• AES-256-Bit-Verschlüsselung
• Multi-Faktor-Authentifizierung
• Wartezimmer
• Host-Steuerelemente

Zoom Video Communications, Inc. (ZM) – Geschäftsmodell: Kundenbeziehungen

Digitale Self-Service-Plattform

Zoom bietet eine umfassende digitale Self-Service-Plattform mit folgenden Funktionen:

Kostenlose Basiskontobenutzer	500 Millionen registrierte Nutzer ab 2023
Self-Service-Kontoverwaltung	Verfügbar in 190 Ländern
Online-Konto-Upgrade-Optionen	5 verschiedene Abonnementstufen

Dedizierter Enterprise-Kundensupport

Zu den Supportkanälen für Unternehmen gehören:

• Technischer Support rund um die Uhr
• Dedizierte Account Manager für Unternehmenskunden
• Vorrangige Lösung von Support-Tickets

Größe des Enterprise-Kundensupportteams	Über 1.500 Support-Experten
Durchschnittliche Reaktionszeit	Weniger als 4 Stunden

Community-Foren und Wissensdatenbanken

Zoom unterhält umfangreiche Online-Ressourcen:

• Zoom Community Forum mit über 250.000 aktiven Mitgliedern
• Umfangreiche Online-Wissensdatenbank
• Video-Tutorials und Anleitungen

Personalisiertes Onboarding und Training

Kostenlose Onboarding-Sitzungen	Verfügbar für Unternehmenskunden
Reichweite des Trainingsprogramms	Jährlich werden über 100.000 Unternehmenskunden geschult

Regelmäßige Produktaktualisierungen und Funktionserweiterungen

Häufigkeit der Produktaktualisierungen	Vierteljährliche große Updates
Neue Funktionen im Jahr 2023 eingeführt	17 wichtige Funktionserweiterungen
Jährliche F&E-Investitionen	1,2 Milliarden US-Dollar im Jahr 2023

Zoom Video Communications, Inc. (ZM) – Geschäftsmodell: Kanäle

Direkte Online-Verkaufsplattform

Die direkte Online-Verkaufsplattform von Zoom generierte im vierten Quartal 2023 einen Umsatz von 1,066 Milliarden US-Dollar. Die Plattform ermöglicht es Kunden, Abonnements direkt über die Website zoom.us mit 14 verschiedenen Preisstufen zu erwerben, die von kostenlosen Plänen bis hin zu Unternehmensplänen reichen.

Vertriebskanal	Jahresumsatz	Benutzersegment
Direkte Online-Plattform	4,26 Milliarden US-Dollar (2023)	Einzel- und KMU-Benutzer
Unternehmensverkauf	2,14 Milliarden US-Dollar (2023)	Große Firmenkunden

Enterprise-Verkaufsteam

Das Enterprise-Vertriebsteam von Zoom richtet sich mit maßgeschneiderten Kommunikationslösungen an große Unternehmen. Im Jahr 2023 machte das Unternehmenssegment 50,3 % des Gesamtumsatzes des Unternehmens aus.

• Anzahl Unternehmenskunden: 216.400 (4. Quartal 2023)
• Durchschnittlicher Unternehmensvertragswert: 75.400 USD pro Jahr
• Größe des Unternehmensverkaufsteams: 742 engagierte Vertreter

Stores für mobile und Desktop-Anwendungen

Zoom vertreibt Anwendungen über den Apple App Store, den Google Play Store und den Microsoft Windows Store. Im Jahr 2023 wurden mehr als 750 Millionen Apps heruntergeladen.

Plattform	Gesamtzahl der Downloads	Marktanteil
Apple App Store	342 Millionen	45.6%
Google Play Store	378 Millionen	50.4%

Digitales Marketing und Werbung

Zoom investierte im Jahr 2023 186 Millionen US-Dollar in digitales Marketing und Werbung und zielte dabei auf professionelle und persönliche Kommunikationsmärkte ab.

Partner-Empfehlungsnetzwerke

Zoom unterhält 250 Technologieintegrationspartner und 1.500 globale Reseller-Partnerschaften. Der von Partnern generierte Umsatz erreichte im Jahr 2023 612 Millionen US-Dollar.

• Technologiepartner: 250
• Globale Reseller-Partner: 1.500
• Partnerumsatz: 612 Millionen US-Dollar

Zoom Video Communications, Inc. (ZM) – Geschäftsmodell: Kundensegmente

Kleine und mittlere Unternehmen

Im vierten Quartal 2023 meldete Zoom 204.100 Kunden mit mehr als 10 Mitarbeitern. Das Segment der kleinen und mittleren Unternehmen macht etwa 58 % des gesamten Kundenstamms von Zoom aus.

Unternehmensgrößenkategorie	Anzahl der Kunden	Prozentsatz des Kundenstamms
Kleine Unternehmen (10-99 Mitarbeiter)	118,378	58%
Mittelständische Unternehmen (100–499 Mitarbeiter)	85,722	42%

Große Unternehmen

Im Jahr 2023 hatte Zoom 3.487 Kunden, die einen Jahresumsatz von mehr als 100.000 US-Dollar erwirtschafteten, was einem Wachstum von 20 % gegenüber dem Vorjahr entspricht.

• Unternehmenskunden machen 41 % des Gesamtumsatzes aus
• Durchschnittlicher jährlicher Vertragswert: 456.000 US-Dollar
• Die Top-10-Unternehmenskunden machen 7,2 % des Gesamtumsatzes aus

Bildungseinrichtungen

Zoom bedient seit Dezember 2023 weltweit 7.400 Bildungseinrichtungen.

Institutionstyp	Anzahl der Institutionen
K-12-Schulen	4,600
Höhere Bildung	2,800

Gesundheitsorganisationen

Im Jahr 2023 meldete Zoom, dass 2.300 Gesundheitskunden seine HIPAA-konforme Plattform nutzten.

• Umsatz im Gesundheitssegment: 187 Millionen US-Dollar
• Durchschnittlicher Vertragswert für Kunden im Gesundheitswesen: 81.000 US-Dollar

Einzelne Fachkräfte und Remote-Mitarbeiter

Zoom hat im vierten Quartal 2023 insgesamt 22,4 Millionen Meeting-Teilnehmer.

Benutzerkategorie	Anzahl der Benutzer
Benutzer des kostenlosen Plans	16,8 Millionen
Bezahlte Einzelbenutzer	5,6 Millionen

Zoom Video Communications, Inc. (ZM) – Geschäftsmodell: Kostenstruktur

Forschungs- und Entwicklungskosten

Für das Geschäftsjahr 2023 meldete Zoom Forschungs- und Entwicklungskosten in Höhe von 743,1 Millionen US-Dollar, was 21,3 % des Gesamtumsatzes entspricht.

Geschäftsjahr	F&E-Ausgaben	Prozentsatz des Umsatzes
2023	743,1 Millionen US-Dollar	21.3%
2022	884,1 Millionen US-Dollar	24.3%

Wartung der Cloud-Infrastruktur

Die Kosten für die Cloud-Infrastruktur von Zoom beliefen sich im Jahr 2023 auf etwa 412,5 Millionen US-Dollar, einschließlich Ausgaben für:

• Rechenzentrumsbetrieb
• Netzwerkbandbreite
• Serverwartung
• Gebühren des Cloud-Dienstanbieters

Vertriebs- und Marketinginvestitionen

Im Geschäftsjahr 2023 beliefen sich die Vertriebs- und Marketingausgaben von Zoom auf insgesamt 590,2 Millionen US-Dollar, was 16,9 % des Gesamtumsatzes entspricht.

Geschäftsjahr	Verkäufe & Marketingkosten	Prozentsatz des Umsatzes
2023	590,2 Millionen US-Dollar	16.9%
2022	665,4 Millionen US-Dollar	18.3%

Mitarbeitervergütung

Die gesamten Personalvergütungsaufwendungen von Zoom für das Geschäftsjahr 2023 beliefen sich auf 1,18 Milliarden US-Dollar, darunter:

• Grundgehälter
• Aktienbasierte Vergütung
• Vorteile
• Boni

Kundensupport und technische Infrastruktur

Die Ausgaben für Kundensupport und technische Infrastruktur beliefen sich im Jahr 2023 auf 356,7 Millionen US-Dollar und umfassen:

• Technisches Supportpersonal
• Helpdesk-Operationen
• Technische Support-Tools
• Wartung der Infrastruktur

Gesamtbetriebskosten für das Geschäftsjahr 2023: 2,88 Milliarden US-Dollar

Zoom Video Communications, Inc. (ZM) – Geschäftsmodell: Einnahmequellen

Abonnementbasierte Preismodelle

Die Abonnementpreise von Zoom ab dem vierten Quartal 2023 umfassen:

Plantyp	Monatspreis	Jährliches Umsatzpotenzial
Zoom Basic	$0	$0
Pro-Plan	$149.90	$1,798.80
Geschäftsplan	$199.90	$2,398.80
Unternehmensplan	$250.90	$3,010.80

Unternehmenslizenzvereinbarungen

Zooms Unternehmenslizenzeinnahmen im Jahr 2023 erreicht 1,2 Milliarden US-Dollar, was 47 % des gesamten Jahresumsatzes entspricht.

Freemium-Serviceangebote

• 40-minütiges Besprechungslimit für kostenlose Konten
• Bis zu 100 Teilnehmer im kostenlosen Kontingent
• Conversion-Rate von kostenlos zu kostenpflichtig: 5,4 %

Monetarisierung von Add-on-Funktionen

Funktion	Zusätzliche Kosten
Cloud-Aufzeichnung	40 $ pro Gastgeber/Jahr
Großes Treffen	50 $ pro Gastgeber/Jahr
Webinar	690 $ pro Gastgeber/Jahr

Professionelle und Webinar-Hosting-Dienste

Einnahmen aus Webinar-Hosting im Jahr 2023: 342 Millionen Dollar

• Durchschnittlicher Webinar-Hosting-Preis: 690 $ pro Jahr
• Gesamtzahl der Webinar-Kunden: 495.000
• Webinar-Umsatzwachstum: 22 % im Jahresvergleich

Zoom Video Communications, Inc. (ZM) - Canvas Business Model: Value Propositions

You're looking at the core reasons why customers choose Zoom Video Communications, Inc. over the competition as we wrap up 2025. It's not just about video anymore; it's about an entire AI-powered work platform.

Unified AI-powered work platform (Meetings, Phone, Chat, Contact Center)

The value proposition centers on a single, integrated experience, which they call Zoom Workplace. This platform bundles core meeting functionality with Zoom Phone, Chat, and the rapidly growing Contact Center offering. For the full fiscal year 2025, total revenue reached $4,665.4 million, showing sustained growth despite market maturity. Enterprise revenue, which captures the adoption of these broader solutions, was $2,754.2 million for the full fiscal year 2025, marking a 5.2% year-over-year increase. The Zoom Phone segment, a key part of this unified offering, has now reached 7 million paid user seats worldwide. Furthermore, the Contact Center business is showing significant traction, with the number of customers contributing more than $100,000 in annual recurring revenue rising 94% year-over-year to 229 in the second quarter of 2025.

Here's a quick look at the financial scale as of the end of fiscal year 2025:

Metric	Value (FY2025 End)	Context
Total Annual Revenue	$4,665.4 million	Up 3.1% year over year
Enterprise Revenue	$2,754.2 million	Represents 59.0% of total revenue
Operating Cash Flow	$1,945.3 million	Up 21.7% year over year
Q4 FY2025 Total Revenue	$1,184.1 million	Up 3.3% year over year

Free core AI features (AI Companion) for paid users

A major differentiator is including core AI capabilities at no extra charge for existing paid subscribers. Zoom launched AI Companion 2.0 in October 2025, which includes features like meeting summaries and action item extraction, free with eligible paid plans. This inclusion is driving significant adoption; management noted that AI Companion usage surged more than four times year over year in the third quarter of CY2025. In an earlier quarter (Q2 2025), the AI Companion also saw a four-fold increase in monthly active users. Real-world testing of the AI Companion showed that its meeting summaries were 80-85% accurate, and action item extraction hit 70-75% accuracy. This provides measurable micro-efficiencies, saving heavy users an estimated 10-17 minutes per meeting versus manual note-taking.

High-quality, reliable, and easy-to-use video communication

The foundation remains high-quality, reliable video, which still attracts massive daily engagement. Zoom averages 300 million daily active users across its platform. The sheer volume of interaction demonstrates reliability; the number of annual meeting minutes facilitated is now over 3.3 trillion. The average meeting length for users generally falls between 31 minutes to 60 minutes. This core utility is what keeps the base engaged, even as the platform expands into other areas.

Scalable solutions for global enterprises and SMBs

Zoom Video Communications, Inc. clearly targets scaling up its enterprise footprint while managing its broader online segment. At the end of the fourth quarter of fiscal year 2025, the company served approximately 192,600 Enterprise customers. The focus on high-value clients is evident: the count of customers contributing more than $100,000 in trailing 12 months revenue was 4,088 at the end of Q4 FY2025, an increase of 7.3% year-over-year. However, the trailing 12-month net dollar expansion rate for Enterprise customers was 98% at that same time, meaning that segment, on average, spent slightly less than the prior year with Zoom. The U.S. remains the largest single market, generating 36.9% of Zoom's web traffic and resulting revenue.

Vertical-specific solutions for Healthcare and Education

The platform offers tailored value propositions for regulated and specialized sectors. In Healthcare, Zoom is positioned as the leading telehealth provider in the country, holding more than 36% market share in that space. The company introduced Zoom Workplace for Clinicians and a custom AI Companion for Healthcare add-on in the first half of 2025. For compliance, Zoom is HIPAA compliant provided organizations use a business account with the necessary agreements and security configurations in place, securing communications with end-to-end AES-256-bit encryption. The platform also integrates with the Epic electronic health record system to support clinical workflows. You need to ensure IT coordinates with legal teams to map where all Zoom data resides-recordings, chat logs, and metadata-for eDiscovery readiness.

Zoom Video Communications, Inc. (ZM) - Canvas Business Model: Customer Relationships

You're looking at how Zoom Communications, Inc. manages its vast user base, which is definitely not one-size-fits-all. The approach splits clearly between the high-volume, low-touch users and the high-touch enterprise accounts.

High-volume, low-touch online self-service for SMBs

The Online segment, which largely serves the SMB (Small and Medium-sized Business) and individual user base, relies heavily on self-service for onboarding and support. This segment generated $477.3 million in revenue in the fourth quarter of fiscal year 2025, representing a 0.4% year-over-year decline. To manage this scale, the Online average monthly churn for that same quarter was 2.8%, which was an improvement, down 20 bps from the prior year. This segment is supported by the massive top-of-funnel adoption driven by the freemium offering.

Dedicated account management for large Enterprise customers

For the largest clients, the relationship shifts to dedicated, high-touch account management. Enterprise revenue in the fourth quarter of fiscal year 2025 hit $706.8 million, marking a 5.9% year-over-year increase. As of the end of Q4 FY2025, Zoom Communications, Inc. reported approximately 192,600 Enterprise customers. Furthermore, the company tracks its most valuable accounts closely; as of July 2025, there were 4,274 business customers contributing more than $100K each in annual recurring revenue. Enterprise revenue accounted for 60% of total company revenue in the latest quarter (Q2 FY 2026).

Freemium model to drive viral adoption and conversion

The foundation of the customer relationship strategy is the freemium model, which fuels viral adoption. Zoom Communications, Inc. has 300 million daily active users globally. The platform serves 504,900 business customers worldwide. While specific internal conversion rates aren't public, industry benchmarks for a traditional freemium model suggest a conversion rate from free to paid subscribers typically falls between 2-5%.

Partner-delivered post-sales services and support

The ecosystem plays a key role in extending service reach. Zoom Communications, Inc.'s ecosystem thrives due to its extensive partner base, which enables specialist solutions. This extends post-sales support and implementation for complex products like Zoom Phone and Contact Center. For example, Zoom Contact Center doubled its CCaaS customers to 1,100+ from 2024 to 2025, including a single win for 20,000 seats.

Customer success teams focused on platform expansion

Customer success teams are clearly oriented toward driving adoption of the expanded platform beyond core meetings. This is evidenced by the growth in ancillary products. The Zoom Phone segment reached 7 million paid user seats. The AI Companion, a key part of the platform expansion, saw a 68% QoQ uptick in Monthly Active Users (MAUs) in Q4 FY2025. To support this, the Zoom Customer Success Hub provides curated events, including weekly Open Office Hours and in-depth product deep dives.

Here's a snapshot of the customer base segmentation and key metrics as of late 2025:

Metric	Value	Period/Context
Enterprise Customers	Approximately 192,600	End of Q4 FY2025
Online Revenue	$477.3 million	Q4 FY2025
Enterprise Revenue	$706.8 million	Q4 FY2025
Customers > $100K ARR	4,274	As of July 2025
Online Monthly Churn	2.8%	Q4 FY2025 Average
Zoom Phone Paid Seats	7 million	Reported Milestone
Daily Active Users (Total)	300 million	Reported Figure

Zoom Video Communications, Inc. (ZM) - Canvas Business Model: Channels

You're looking at how Zoom Video Communications, Inc. gets its offerings into the hands of customers, which is a mix of digital self-service and high-touch enterprise engagement. The structure clearly separates the high-volume, lower-touch Online segment from the high-value Enterprise segment.

Direct online sales via the Zoom website (self-service)

This channel primarily feeds the Online customer segment, which is the engine for smaller businesses and individual users. For the full fiscal year ended January 31, 2025, Online revenue was $1,911.2 million, representing a modest growth of 0.2% year-over-year. The Online average monthly churn for the fourth quarter of fiscal year 2025 was reported at 2.8%, which was an improvement of 20 basis points from the same quarter last fiscal year. To be fair, this channel relies on the platform's ease of use to drive adoption without significant direct sales overhead.

Direct sales force for Enterprise and Mid-Market accounts

The direct sales force targets the larger, more complex accounts, which is where the bulk of the revenue comes from. For the full fiscal year 2025, Enterprise revenue hit $2,754.2 million, growing by 5.2% year-over-year. This segment accounted for approximately 60% of total company revenue in the second quarter of fiscal year 2026. Zoom serves approximately 192,600 Enterprise customers as of January 31, 2025. Furthermore, the company has a significant concentration of high-value clients; as of October 31, 2025, there were 4,363 customers contributing more than $100,000 in trailing 12 months revenue, up 9.2% year-on-year.

Here's a quick look at the revenue segmentation based on the full fiscal year 2025 results:

Revenue Segment	FY 2025 Revenue (USD)	Year-over-Year Growth
Total Revenue	$4,665.4 million	3.1%
Enterprise Revenue	$2,754.2 million	5.2%
Online Revenue	$1,911.2 million	0.2%

Global channel partner ecosystem (resellers, distributors)

Zoom Video Communications, Inc. is actively transforming its go-to-market strategy to lean more heavily on its partners, especially for its newer, more complex offerings like Contact Center. The firm has a stated goal to boost enterprise revenue generated by the channel from its then-current 30 percent to 50 percent by the end of fiscal year 2026. The channel's impact is clear in the Contact Center space; for the three months ended October 31, 2025, nine out of 10 of the largest Contact Center deals were channel-driven. The revamped Zoom Up Partner Program now features distinct tracks for resale and agency partners, moving away from a rigid checklist to a dynamic points-based system.

• The channel is now the most important go-to-market strategy for the Contact Center solution.
• The program evolution includes the Zoom Up Services Program for partner-delivered services.
• Partners are rewarded for specialized enablement and skill sets across Meetings, Phone, and Contact Center.

App Marketplace for third-party integrations and extensions

The App Marketplace serves as a key channel for expanding the platform's utility through third-party software integrations. As of the most recent data, the platform hosts more than 1,500 applications. This represents a growth of over 650% since January 2020, when the marketplace only featured 200 applications. This ecosystem helps keep users engaged within the Zoom environment by offering extensions for Zoom Meetings, Zoom Phone, and others.

Hardware vendors selling Zoom Rooms devices

Zoom utilizes strategic hardware partnerships to drive adoption of its Zoom Rooms and Zoom Phone offerings, often through a hardware-as-a-service model. Back in July 2020, Zoom announced the availability of these bundled services running on hardware from vendors including DTEN, Neat, Poly, and Yealink. This channel ensures a complete, integrated solution for physical meeting spaces and desk phones, bypassing the need for customers to source and integrate compatible hardware themselves.

Here are some key operational metrics related to the Enterprise segment, which heavily utilizes direct sales and is increasingly supported by the channel:

Enterprise Metric	Value/Date	Context
Enterprise Customers	192,600 (as of Jan 31, 2025)	Total count of distinct business units engaged.
Customers > $100K TTM Revenue	4,363 (as of Oct 31, 2025)	Represents the highest-value customer tier.
Fortune 100 Penetration	70%	Indicates strong adoption in the largest US enterprises.
Zoom Phone Paid Seats	7 million (as of Q3 2024)	Shows the scale of the telephony offering adoption.

Finance: draft 13-week cash view by Friday.

Zoom Video Communications, Inc. (ZM) - Canvas Business Model: Customer Segments

You're looking at the core groups Zoom Video Communications, Inc. serves as of late 2025. It's a mix, ranging from massive global enterprises down to individuals using the platform for quick, free calls. Honestly, the strategy clearly leans heavily on locking in the big spenders.

The Enterprise segment is the clear revenue anchor. At the end of the fourth quarter of fiscal year 2025, Zoom Video Communications, Inc. reported approximately 192,600 Enterprise customers. By the third quarter of fiscal year 2026, this segment was driving 60% of total revenue, up 1 point year over year.

Within that Enterprise group, the focus sharpens on the highest-value accounts. These are the customers generating significant, recurring revenue. Here's how that top tier looked in the most recent reported periods:

Customer Metric	Q4 FY2025 Count	Q3 FY2026 Count
Customers spending >$100,000 ARR	4,088	4,363
Year-over-Year Growth for >$100k Customers	Up approximately 7.3%	Up 9% year-over-year

The Small and Medium Businesses (SMBs) segment falls largely under the Online business category, which is showing signs of stabilizing. While the exact number of SMBs on paid plans isn't broken out separately from the overall Online segment, we know that in Q3 FY2026, the Enterprise segment accounted for 60% of revenue, meaning the Online segment, which houses SMBs and smaller paid teams, made up the remaining 40%. The Average Monthly Churn for the Online business in Q3 FY2026 was 2.7%, an all-time low for that quarter.

For Individual users and small teams on the free tier, the scale is immense, though these users don't directly drive the primary financial metrics. As of 2025, Zoom Video Communications, Inc. hosts over 300 million daily active users worldwide. This massive base is the funnel for future paid conversions.

Zoom Video Communications, Inc. also targets specific, high-compliance verticals where its platform, especially Zoom Phone, is gaining traction. You see this focus in product adoption:

• Zoom Phone surpassed 10 million paid seats early in Q3 FY2026.
• The platform continues to see numerous sizable wins in Financial Services and Healthcare.
• In the financial sector, over 8 in 10 of the largest US banks use Zoom.

Finance: draft 13-week cash view by Friday.

Zoom Video Communications, Inc. (ZM) - Canvas Business Model: Cost Structure

You're looking at the core costs Zoom Communications, Inc. absorbed to run its platform and pursue growth through late 2025. It's a story of heavy investment in engineering, sales reach, and keeping the lights on for a massive cloud operation.

The total GAAP operating expenses for Zoom Video Communications, Inc. in Fiscal Year 2025 reached $2,722,511 thousand. This figure is the sum of the three main operating expense categories, showing where the day-to-day money went.

Operating Expense Category	FY2025 Amount (in thousands)	FY2025 Amount (in millions)
Research and Development	852,415	$852.42
Sales and Marketing	1,427,384	$1,427.38
General and Administrative	442,712	$442.71
Total Operating Expenses (GAAP)	2,722,511	$2,722.51

The Cost Structure is heavily weighted toward driving adoption and innovation. Here's a breakdown of the specific elements you asked about:

• Significant R&D investment, reaching $852,415 thousand in FY2025, representing 18.14% of total revenue for the year.
• Cloud infrastructure and data center operating costs are primarily captured within Cost of Revenue, which totaled $1,129,627 thousand in FY2025. This includes costs for co-located data centers and third-party cloud hosting.
• Sales and marketing expenses to drive enterprise adoption were the largest operating expense line item at $1,427,384 thousand for FY2025.
• Personnel costs, including stock-based compensation, are embedded across the operating expenses. The total annual Stock-Based Compensation expense for FY2025 was reported as $931,000 thousand ($0.931B).
• Acquisition-related expenses for strategic growth (like Workvivo, acquired in 2023 for approximately $220 million) are excluded from Non-GAAP metrics. The total GAAP-to-Non-GAAP operating income adjustment for FY2025, which includes acquisition-related expenses, stock-based compensation, and litigation settlements, net, was approximately $1,024,600 thousand ($1,837.9 million Non-GAAP Op. Income minus $813.3 million GAAP Op. Income).

Finance: draft 13-week cash view by Friday.

Zoom Video Communications, Inc. (ZM) - Canvas Business Model: Revenue Streams

You're looking at how Zoom Video Communications, Inc. actually brings in the money as of late 2025. It's not just one thing; it's a mix of big enterprise deals and smaller online subscriptions, plus new growth areas they're pushing hard.

The core of the revenue still comes from subscription fees for Zoom Meetings, which is tiered across Pro, Business, and Enterprise levels. These subscriptions are the bread and butter, but the mix between the big customers and the smaller ones is what you need to watch. For the full fiscal year 2025, Zoom Video Communications, Inc. reported total revenue of $4,665.4 million.

Here's the quick math on how that total revenue split between the two main segments for FY2025:

Revenue Segment	FY2025 Revenue Amount	Year-over-Year Growth (Reported)
Enterprise Revenue	$2,754.2 million	5.2%
Online Revenue	$1,911.2 million	0.2%

Enterprise revenue, which was $2,754.2 million in FY2025, shows the company's strength in landing and keeping larger organizations. This segment is driven by those higher-tier, often multi-year contracts. At the end of the fourth quarter of FY2025, Zoom Video Communications, Inc. had approximately 192,600 Enterprise customers. A key indicator of stickiness here is the trailing 12-month net dollar expansion rate for Enterprise customers, which stood at 98%. Also, the number of customers contributing more than $100,000 in trailing 12-month revenue was 4,088, up approximately 7.3% year over year.

Revenue from new products like Zoom Phone, Contact Center, and Workvivo is where the future growth story is being written. These represent the platform expansion beyond core meetings. For instance, Zoom Phone calling plans were available in more than 45 countries and territories as of January 31, 2025. The Contact Center solution saw impressive traction, with 100%-plus YoY growth in large contact center customers, and the number of customers with over $100,000 in annual recurring revenue (ARR) doubling year over year. Workvivo is also a key growth driver, showing significant strategic logo wins.

Online revenue, which came in at $1,911.2 million in FY2025, is primarily from SMBs and individuals using the self-service model. This segment saw very modest growth of 0.2% year over year. The churn rate in this segment is something to monitor; the Online average monthly churn for the fourth quarter was 2.8%. Still, about 75.1% of total Online MRR (monthly recurring revenue) came from customers with a continual term of service of at least 16 months at the end of the quarter.

Add-on services like Zoom Rooms and Webinar licenses contribute to the overall platform value proposition, often bundled or sold alongside the main subscriptions. The adoption of AI features is becoming a revenue driver, too. The Zoom AI Companion, which is a paid AI add-on in Workplace, is designed to automate tasks. As of October 2024, more than four million accounts had AI Companion enabled, and usage was accelerating. This signals a clear path to monetizing advanced features across the installed base.

You should definitely track the growth in the high-value customer cohort, as that often signals future Enterprise stability. Finance: draft 13-week cash view by Friday.