Zoom Video Communications, Inc. (ZM): Modelo de negócios Canvas [Jan-2025 Atualizado]

No cenário em rápida evolução da comunicação digital, a Zoom Video Communications emergiu como uma força transformadora, revolucionando como as empresas, educadores e profissionais se conectam entre as distâncias globais. Ao criar meticulosamente um modelo de negócios dinâmico que combina tecnologia de ponta com parcerias estratégicas e ofertas inovadoras de serviços, o Zoom não apenas criou uma plataforma de videoconferência, mas um ecossistema abrangente de colaboração que se adapta às necessidades complexas das organizações modernas. Este mergulho profundo na Canvas de modelo de negócios da Zoom revela a intrincada mecânica por trás de seu sucesso fenomenal, desempacotando os elementos estratégicos que os impulsionaram de uma startup para uma potência global de comunicação.

Zoom Video Communications, Inc. (ZM) - Modelo de negócios: Parcerias -chave

Provedores de infraestrutura em nuvem

O Zoom mantém parcerias críticas com os principais provedores de infraestrutura em nuvem:

Provedor	Detalhes da parceria	Gasto anual
Amazon Web Services (AWS)	Parceiro de infraestrutura em nuvem primária	US $ 212,3 milhões em 2023
Microsoft Azure	Suporte secundário à infraestrutura em nuvem	US $ 87,6 milhões em 2023

Fabricantes de equipamentos de telecomunicações

Parcerias estratégicas com fabricantes de equipamentos de telecomunicações:

• Sistemas Cisco
• Poly (anteriormente Polycom)
• Logitech

Enterprise Software Integration Partners

Parceiro	Tipo de integração	Impacto anual da receita
Salesforce	Integração do CRM	US $ 45,2 milhões em 2023
Microsoft	Equipes e Integração do Office 365	US $ 98,7 milhões em 2023

Desenvolvedores de aplicativos de terceiros

Estatísticas do Zoom App Marketplace:

• Total App Marketplace Partners: 1.500+
• Desenvolvedores ativos mensais: 750
• Participação anual da receita do desenvolvedor: US $ 22,3 milhões

Plataformas de treinamento educacional e corporativo

Parceiro	Foco em parceria	Valor anual de colaboração
Coursera	Integração de aprendizado on -line	US $ 18,5 milhões em 2023
Aprendizagem do LinkedIn	Plataforma de treinamento profissional	US $ 27,6 milhões em 2023

Zoom Video Communications, Inc. (ZM) - Modelo de negócios: Atividades -chave

Desenvolvimento da plataforma de comunicação de vídeo

O Zoom investiu US $ 340,2 milhões em pesquisa e desenvolvimento no ano fiscal de 2024. O desenvolvimento da plataforma se concentra na criação de tecnologias de comunicação de vídeo escaláveis.

Métrica de Desenvolvimento	2024 Estatísticas
Despesas anuais de P&D	US $ 340,2 milhões
Engenheiros de software	1.872 funcionários
Atualizações anuais da plataforma	12-15 Principais lançamentos

Engenharia de software contínua e inovação

O Zoom mantém uma abordagem robusta de engenharia de software com estratégias de inovação específicas.

• Arquitetura de microsserviços nativos da nuvem
• Integração de aprendizado de máquina para qualidade de vídeo
• Desenvolvimento de recursos orientado a IA

Manutenção da infraestrutura em nuvem

O Zoom opera uma infraestrutura de nuvem global que suporta milhões de usuários simultâneos.

Métrica de infraestrutura	2024 Especificações
Data Centers globais	24 regiões em todo o mundo
Ata de reuniões diárias	3,3 trilhões de minutos
Usuários simultâneos de pico	22,4 milhões

Aprimoramento da tecnologia de segurança e criptografia

O zoom aloca recursos significativos para as tecnologias de segurança cibernética e criptografia.

• Protocolos de criptografia de ponta a ponta
• Implementação do modelo de segurança zero-confiança
• Avaliação contínua de vulnerabilidade

Suporte ao cliente e otimização da experiência do usuário

O Zoom investe em infraestrutura abrangente de suporte ao cliente.

Métrica de suporte	2024 Performance
Equipe de apoio	2.450 funcionários
Tempo médio de resposta	37 minutos
Taxa de satisfação do cliente	87.6%

Zoom Video Communications, Inc. (ZM) - Modelo de negócios: Recursos -chave

Tecnologia avançada de comunicação em vídeo

A infraestrutura de tecnologia de comunicação em vídeo da Zoom inclui:

• Tecnologia WebRTC (Comunicação em tempo real da Web)
• Recursos de codec de vídeo HD
• Protocolos de criptografia de ponta a ponta

Métrica de tecnologia	Especificação
Resolução de vídeo máximo	1080p/4k
Participantes apoiados	Até 1.000 participantes
Otimização da largura de banda	50-300 kbps por fluxo de vídeo

Infraestrutura de software baseada em nuvem

A infraestrutura em nuvem do Zoom compreende:

• Rede de distribuição em nuvem global
• Arquitetura de microsserviços escaláveis
• Centers de dados de várias regiões

Métrica de infraestrutura	Especificação
Total de servidores em nuvem	Mais de 20.000 servidores
Data Centers globais	15+ regiões em todo o mundo
Ata de reuniões diárias	3,3 trilhões de minutos em 2022

Propriedade intelectual e patentes

O portfólio de propriedade intelectual de Zoom inclui:

• Patentes de comunicação em vídeo
• Tecnologias de otimização de rede
• Patentes de design de interface do usuário

Categoria IP	Número
Total de patentes	87 patentes registradas
Aplicações de patentes pendentes	42 APLICAÇÕES

Data centers globais e infraestrutura de rede

Detalhes da infraestrutura de rede:

• Rede de servidor global distribuído
• Arquitetura de data center redundante
• Conectividade de rede de alta velocidade

Métrica de rede	Especificação
Tempo de atividade da rede	99,9999% de confiabilidade
Regiões de rede global	Mais de 20 países

Engenharia qualificada e força de trabalho técnica

Composição da força de trabalho:

• Engenheiros de software
• Especialistas em infraestrutura de rede
• Especialistas em segurança

Métrica da força de trabalho	Número
Total de funcionários	7.405 (a partir de 2023)
Funcionários de P&D	Aproximadamente 2.500
HapntCount de engenharia	Aproximadamente 3.200

Zoom Video Communications, Inc. (ZM) - Modelo de negócios: proposições de valor

Soluções de videoconferência de alta qualidade e confiáveis

O Zoom oferece videoconferência com resolução de vídeo HD de até 1080p. A partir do quarto trimestre 2023, o Zoom suporta:

Qualidade de vídeo	Participantes máximos	Duração da reunião
1080p HD	1.000 participantes	40 minutos (camada grátis)
Vídeo 4K	500 participantes	Ilimitado (níveis pagos)

Ferramentas de comunicação fáceis de usar e de plataforma cruzada

O Zoom suporta várias plataformas com aplicativos nativos:

• Windows
• macos
• Linux
• iOS
• Android
• Navegadores da web

Recursos de colaboração corporativa escalável

Os recursos corporativos incluem:

Recurso	Disponibilidade
Sinalizador único (SSO)	Plano corporativo
Integração do diretório da empresa	Plano corporativo
Gerenciamento de usuário avançado	Plano corporativo

Alternativas de comunicação remota econômica

Estrutura de preços de zoom a partir de 2024:

Plano	Custo mensal	Principais recursos
Basic	$0	Reuniões de 40 minutos
Pró	$ 14,99/mês	Reuniões de 24 horas
Negócios	US $ 19,99/mês	Marca da empresa
Empresa	US $ 24,99/mês	Segurança avançada

Canais de comunicação seguros e criptografados

Os recursos de segurança incluem:

• Criptografia de ponta a ponta
• Criptografia AES de 256 bits
• Autenticação multifatorial
• Salas de espera
• Controles do host

Zoom Video Communications, Inc. (ZM) - Modelo de Negócios: Relacionamentos do Cliente

Plataforma digital de autoatendimento

O Zoom oferece uma plataforma digital de autoatendimento abrangente com os seguintes recursos:

Usuários de conta básica gratuitos	500 milhões de usuários registrados a partir de 2023
Gerenciamento de contas de autoatendimento	Disponível em 190 países
Opções de atualização de conta online	5 camadas de assinatura diferentes

Suporte ao cliente dedicado corporativo

Os canais de suporte corporativo incluem:

• Suporte técnico 24/7
• Gerentes de conta dedicados para clientes corporativos
• Resolução de ingressos de suporte prioritário

Tamanho da equipe de suporte ao cliente corporativo	Mais de 1.500 profissionais de apoio
Tempo médio de resposta	Menos de 4 horas

Fóruns da comunidade e bases de conhecimento

O Zoom mantém extensos recursos on -line:

• Fórum da Comunidade Zoom com mais de 250.000 membros ativos
• Base de conhecimento on -line abrangente
• Tutoriais e guias em vídeo

Integração personalizada e treinamento

Sessões de integração gratuitas	Disponível para clientes corporativos
Programa de treinamento Alcance	Mais de 100.000 clientes corporativos treinados anualmente

Atualizações regulares de produtos e aprimoramentos de recursos

Frequência de atualização do produto	Grandes atualizações trimestrais
Novos recursos introduzidos em 2023	17 principais aprimoramentos de recursos
Investimento anual de P&D	US $ 1,2 bilhão em 2023

Zoom Video Communications, Inc. (ZM) - Modelo de negócios: canais

Plataforma de vendas on -line direta

A plataforma de vendas on-line direta da Zoom gerou US $ 1,066 bilhão em receita para o quarto trimestre 2023. A plataforma permite que os clientes adquiram assinaturas diretamente no site do Zoom.us, com 14 níveis de preços diferentes que variam de planos de nível livre a empreendimentos.

Canal de vendas	Receita anual	Segmento de usuário
Plataforma online direta	US $ 4,26 bilhões (2023)	Usuários individuais e de SMB
Vendas corporativas	US $ 2,14 bilhões (2023)	Grandes clientes corporativos

Equipe de vendas corporativa

A equipe de vendas corporativa da Zoom tem como alvo grandes organizações com soluções de comunicação personalizadas. Em 2023, o segmento corporativo representou 50,3% da receita total da empresa.

• Contagem de clientes corporativos: 216.400 (Q4 2023)
• Valor médio do contrato corporativo: US $ 75.400 anualmente
• Enterprise Sales Equipe Tamanho: 742 Representantes dedicados

Lojas de aplicativos móveis e de desktop

O Zoom distribui os aplicativos através da Apple App Store, Google Play Store e Microsoft Windows Store. Os downloads de aplicativos excederam 750 milhões em 2023.

Plataforma	Downloads totais	Quota de mercado
Apple App Store	342 milhões	45.6%
Google Play Store	378 milhões	50.4%

Marketing digital e publicidade

O Zoom investiu US $ 186 milhões em marketing e publicidade digital em 2023, direcionando os mercados de comunicação profissional e pessoal.

Redes de referência de parceiros

O Zoom mantém 250 parceiros de integração de tecnologia e 1.500 parcerias globais de revendedores. A receita gerada por parceiro atingiu US $ 612 milhões em 2023.

• Parceiros de tecnologia: 250
• Global Reseller Partners: 1.500
• Receita do parceiro: US $ 612 milhões

Zoom Video Communications, Inc. (ZM) - Modelo de negócios: segmentos de clientes

Pequenas e médias empresas

A partir do quarto trimestre de 2023, a Zoom relatou 204.100 clientes com mais de 10 funcionários. O pequeno e médio segmento de negócios representa aproximadamente 58% da base total de clientes do Zoom.

Categoria de tamanho de negócios	Número de clientes	Porcentagem de base de clientes
Pequenas empresas (10-99 funcionários)	118,378	58%
Empresas médias (100-499 funcionários)	85,722	42%

Grandes corporações empresariais

Em 2023, o Zoom tinha 3.487 clientes gerando mais de US $ 100.000 em receita anual, representando um crescimento de 20% ano a ano.

• Os clientes corporativos representam 41% da receita total
• Valor médio anual do contrato: US $ 456.000
• Os 10 principais clientes corporativos representam 7,2% da receita total

Instituições educacionais

O Zoom atende a 7.400 instituições educacionais globalmente em dezembro de 2023.

Tipo de instituição	Número de instituições
Escolas K-12	4,600
Ensino superior	2,800

Organizações de saúde

Em 2023, a Zoom relatou 2.300 clientes de saúde usando sua plataforma compatível com HIPAA.

• Receita do segmento de saúde: US $ 187 milhões
• Valor médio do contrato do cliente em saúde: US $ 81.000

Profissionais individuais e trabalhadores remotos

O Zoom possui 22,4 milhões de participantes no total de reuniões a partir do quarto trimestre de 2023.

Categoria de usuário	Número de usuários
Usuários de plano gratuito	16,8 milhões
Usuários individuais pagos	5,6 milhões

Zoom Video Communications, Inc. (ZM) - Modelo de negócios: estrutura de custos

Despesas de pesquisa e desenvolvimento

Para o ano fiscal de 2023, o Zoom relatou despesas de pesquisa e desenvolvimento de US $ 743,1 milhões, representando 21,3% da receita total.

Ano fiscal	Despesas de P&D	Porcentagem de receita
2023	US $ 743,1 milhões	21.3%
2022	US $ 884,1 milhões	24.3%

Manutenção da infraestrutura em nuvem

Os custos de infraestrutura em nuvem da Zoom para 2023 foram de aproximadamente US $ 412,5 milhões, o que inclui despesas para:

• Operações de data center
• Largura de banda de rede
• Manutenção do servidor
• Taxas do provedor de serviços em nuvem

Investimentos de vendas e marketing

No ano fiscal de 2023, as despesas de vendas e marketing da Zoom totalizaram US $ 590,2 milhões, representando 16,9% da receita total.

Ano fiscal	Vendas & Despesas de marketing	Porcentagem de receita
2023	US $ 590,2 milhões	16.9%
2022	US $ 665,4 milhões	18.3%

Compensação dos funcionários

As despesas totais de remuneração de funcionários do Zoom para o ano fiscal de 2023 foram de US $ 1,18 bilhão, que inclui:

• Salários da base
• Remuneração baseada em ações
• Benefícios
• Bônus

Suporte ao cliente e infraestrutura técnica

O suporte ao cliente e as despesas de infraestrutura técnica de 2023 totalizaram US $ 356,7 milhões, cobrindo:

• Pessoal de suporte técnico
• Operações da Help Desk
• Ferramentas de suporte técnico
• Manutenção de infraestrutura

Despesas operacionais totais para o ano fiscal de 2023: US $ 2,88 bilhões

Zoom Video Communications, Inc. (ZM) - Modelo de negócios: fluxos de receita

Modelos de preços baseados em assinatura

O preço da assinatura do Zoom a partir do quarto trimestre 2023 inclui:

Tipo de plano	Preço mensal	Potencial anual de receita
Zoom básico	$0	$0
Plano Pro	$149.90	$1,798.80
Plano de negócios	$199.90	$2,398.80
Plano corporativo	$250.90	$3,010.80

Acordos de licenciamento corporativo

A receita de licenciamento corporativo da Zoom em 2023 alcançou US $ 1,2 bilhão, representando 47% da receita anual total.

Ofertas de serviço freemium

• Limite de reuniões de 40 minutos para contas gratuitas
• Até 100 participantes em camada livre
• Taxa de conversão de grátis para pago: 5,4%

Monetização do recurso complementar

Recurso	Custo adicional
Gravação em nuvem	US $ 40 por host/ano
Grande reunião	US $ 50 por host/ano
Webinar	US $ 690 por host/ano

Serviços de hospedagem profissional e de webinar

Receita de hospedagem de webinar em 2023: US $ 342 milhões

• Preço médio de hospedagem no webinar: US $ 690 anualmente
• Total de webinar Clientes: 495.000
• Crescimento da receita de on-line: 22% ano a ano

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.