Customer Retention: The Key to a Strong MSP Business

MSP businessCustomers are key to any MSP business, including yours. Getting customers is usually pretty easy, but when it comes to retaining these customers, it’s a totally different story. Customer retention is both an art and a science, and it is this balance that determines how well a company does with this. Fortunately, there are several things that you can do to improve customer retention.

Make Them See Your Value

No one likes a bad value for their money, and your customers are no different. If they see that they aren’t getting what they think they should, they might start looking elsewhere. So, you have to make sure that you are showing your customers that they are getting a great value when they choose your MSP services. One way to do this is to occasionally remind customers about what happens in the background. You should also consider giving them a solid, easy to understand report on their ROI.

Read the Signs and Then Act

Think about your current customers, especially those who you think are VIPs. When is the last time they bought something from you? When is the last time they changed their package or added a service? If it’s been more than a month or so, or they are changing their typical pattern, this could be a bad sign. This often means that customers are no longer interested in your offerings, or that they are starting to look at different options. These are the customers you should act upon with an encouraging word or find out what their intentions are. Then, put your best sales people on the job!

Start Measuring Customer Satisfaction with Evidence

Most people who own or manage an MSP business believe that all of their customers are happy, but that’s simply a false sense of security. Customers who are extremely unhappy usually have no problem sharing their grievances, but those who are indifferent often don’t. Those are the customers you have to worry about. So, it’s important to start measuring your customers’ levels of satisfaction. One of the simplest ways to do this is to email a survey to your customer base with simple questions. You can use this to gauge how happy, or unhappy, your customers actually are. Then, you can use this data to make the appropriate changes.

Reward Customers Who are the Most Profitable

Some customers are more profitable to your business than others. Those are the customers you certainly want to keep. One of the best ways to keep those customers and ensure they are happy is to reward them for their business. Think about how nice it is when you get something free or at a discount. You are more likely to go back to that business, right? Well, your customers are going to feel the same about your company, too. Consider rewards for them as well as incentives for their continued business.

Take Care of All of Your Customers

Finally, you should also make sure that you aren’t singling out any group of customers. For example, think about your newest customers. If you are like most business owners, you probably really put a lot of focus on them. After all, you want to make sure they are happy, right? This is great, but don’t neglect those customers who have been around for a while. Customers who have been around for months or even years are just as important as new ones. Though you can certainly offer incentives to new customers to use your services, don’t forget about the rest.

Customer retention can make or break your MSP business. By using these hints and tips, you can easily make sure that each and every customer you have is happy with your services.


Nicholas Fortin

Nicholas Fortin is the President and Owner of Nexxen Technologies, which provides IT Support in West Palm Beach. With a wealth of experience in the IT Support and a very real sense of what it takes to run a successful business in Fort Lauderdale, he is the ideal person to help their clients achieve more through a more efficient use of technology. Nicholas is well versed in the management of computer networks, IT Infrastructure and Operations Services (IOS), as well as in IT services best practices for Boca Raton, due diligence, PCI-DSS, SOX, and HIPAA compliance. Nicholas is justifiably proud of his ability to establish and maintain excellent working relationships, not only with their clients and vendors but with his co-workers too. Their 98% customer retention rate is a source of pride to everyone on the Nexxen Technologies, Inc. team too!