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10 ways for MSPs to improve customer retention and reduce churn

My last blog looked at the very real impact of high customer churn rates on financial performance. This blog flips the coin to take a more positive view. Churn isn’t inevitable – and as long as your customers feel valued and are receiving the prompt, high-quality service they expect, at a reasonable price, they are much less likely to jump ship. (more…)

IT-Audit

Is your team being overwhelmed by N-central alert noise?

Read how an N-central Audit and Remediation project from Inbay resolved more than 97% of stale and misconfigured alerts for US IT outsourcing and consulting firm Winxnet, enabling the company to leverage N-central in a more efficient manner and improve staff productivity. (more…)

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What impact is customer churn having on your MSP business?

As we move through the last quarter of 2018, MSP hearts and minds are probably focussed on giving ‘one last push’ to close new business before the end of the year. All good and necessary, but in striving to bring new business on board make sure you are not neglecting your existing customer base.

There’s little value in onboarding new business if your customer attrition rate means that the overall ongoing customer number/recurring revenue remains more or less the same. (more…)

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Consolidation in the MSP market: the end of the Channel as we know it?

The past year has seen high levels of M&A activity in the IT channel – and a prediction that 20 percent of MSPs will dominate 80 percent of managed services revenue in the U.S. by 2020.

What is fuelling this activity? Is it really happening at an unprecedented level? And what does it mean for your MSP business? (more…)

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Why MSPs need to educate their customers about cybersecurity – NOW

Eric Rockwell, former MSP, founder of InovoIT and industry thought leader delivered a CompTIA webinar recently on the theme of ‘How to become MSP 2.0: The path to profitable managed security services’. (more…)

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From MSP to MSSP: Have you got what it takes?

Managed security services are much hyped as an opportunity for MSPs to scale up their business and increase profit margins. The potential rewards are tantalising. But unfortunately, you can’t just flick a switch and morph into a managed security service provider (MSSP) overnight. (more…)

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How much does it cost MSPs to partner for NOC?

Almost certainly less than the cost of building and managing a NOC in-house!

And I say this with confidence as we have been providing NOC services to MSPs for quite some years and have worked through the cost comparisons many times.

In almost all cases, partnering for NOC offers a much more cost-effective option – as well as bringing additional benefits over and above ‘dollars and cents’ savings.

There are three main reasons for this. (more…)

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MSPs – break free from the recruit-retain-replace cycle

Staffing/training tops the list of challenges facing MSPs, many of whom are struggling to recruit the technical talent they need and retain the people they do bring on board. This is an issue that affects MSPs of all sizes and it can be a severe restrictor on growth.

Capacity planning is problematical for most organisations – and the MSP business model is no exception. However carefully you plan the expansion of your business, the unexpected addition of a new customer with a large number of users and/or complex requirements can totally disrupt your existing support operation. Conversely, the unanticipated loss of a major account can leave you overstaffed and scrambling to replace revenues. (more…)

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When experts are no longer people: Could AI destroy the MSP value proposition?

Like many MSPs (me included as an MSP partner!) you may be regarding the hype around AI with a certain amount of trepidation.

After all, AI has enabled systems to be ‘trained’ to manage routine, repetitive tasks such as infrastructure monitoring and maintenance, network traffic control and even the automatic application of system fixes. On the service desk side, chatbots are now available to manage customer support tickets and engineer scheduling. (more…)