MSP Business Tips: How to Build Lasting Customer Relationships

MSP businessOne of the key MSP business marketing techniques is the ability to create long-standing customer relationships. Managed service providers that focus on building a long-term relationship with clients are more likely to experience success and continued growth. Clients depend on you to take care of their IT needs, and it is your duty to offer the best customer service. Over time, your customers will begin to trust you, and you will develop a good relationship. Here are a few ways through which you can build a strong, lasting relationship with a wide variety of clients.


Communication is one of the key elements in any successful business relationship. Each interaction is an opportunity to help build a relationship and to get to know each client. Understanding the various needs of each client will enable you to provide better service that is tailored to their specific company. Another good strategy is to always follow up on feedback and answer any questions or concerns. Customers do not want to be taken for granted, and they want to interact with you. You can get a customer contact center tech, which can benefit customers and your business agents who deal with customers. AI technology for customer care can augment your agents and QA team performance with an intelligence system. It can also review your agents on how they handle and assist a customer. Over time, you will notice that good communication skills are the foundation of a positive relationship between managed service providers and clients.

Know Your Customer Well

How often do you interact with each client? Do you know each one of them in person or does it seem to be all a blur? The success of any relationship depends on the ability to know your customers well. One of the best ways to create a positive relationship is remembering your client’s name and their specific needs. Learning about their personal life can help break the ice and help them feel more comfortable interacting with you. If they have a birthday, you can get some flowers delivered to their home in Brooklyn (or wherever they might live). If they fall under the weather, send across a “get well soon” message to them. Such gestures from your end will make them feel valuable and cherished, which can benefit your relationship. Continually learning about your clients at each meeting will build trust and create a healthy relationship.

Stay in Regular Contact

Do you regularly contact customers and follow up on them? As you know, maintaining regular contact with clients is a great way to build relationships, which will ultimately help you create a successful MSP business. By keeping in touch, you can assist them with any issues arising and receive regular feedback. One of the best ways to maintain contact is to follow up on customers after any meeting. You can do this through making a phone call, sending an e-mail, or via the various social media channels. You can also send them blog posts or videos that relate to their company or specific needs. Sending a monthly newsletter will allow you to keep them updated on new products, interesting links, or various news items. Such interactions are a great way to build relationships and will help you stay in touch with each client.

Build Trust

Finally, building trust is a key ingredient in any successful business relationship. Managed service providers that take the time to build trust will experience a stable relationship that is likely to develop into a long-term successful partnership. On the other hand, managed service providers that do not have the trust of their clients are more likely to experience instability and a low turnover rate. The ability to show compassion and interest in your customer’s needs will help the customers understand that you care about their businesses and that you are willing to offer the best customer service available. Over time, you will see the many benefits of a strong business relationship that is built on trust.

As you can see, building customer relations is an essential step to becoming a successful MSP business. Whether you are a small or large managed service provider, building a strong consumer relationship will help your business grow and reach new customers. Understanding the needs of each client will help build trust and enable you to offer them better IT services that fit their needs. Understanding these concepts will create a long lasting relationship that will be mutually beneficial for you and your clients.

Jennifer Holmes

Jennifer Holmes is President of MIS Solutions and a Georgia native who, after graduating from Georgia Tech, became an accomplished research virologist at the Centers for Disease Control and Prevention in Atlanta. In 2000, Jennifer hung up her lab coat to join husband Lliam at MIS Solutions as President. In the past 16 years, she has led the MIS Solutions team to become the leaders in Metro Atlanta IT Support. MIS Solutions, Inc. is on a mission to provide managed IT services to Atlanta businesses to help them grow and support their businesses. MIS Solutions provides a wide range of IT services to Atlanta-based businesses and, combined with Jennifer’s passion for sharing effective business strategies with her clients, they are able to deliver the best business IT Support for each client’s unique environment in Atlanta. In 2013, Jennifer’s leadership and marketing skills won her the title of Spokesperson for the nationally acclaimed Technology Marketing Toolkit, an industry group of over 550 top U.S. She is a graduate of the Leadership Gwinnett program and has acted on the boards of the National Association of Women Business Owners’ Atlanta chapter, Gwinnett Great Days of Service, the Buford/North Gwinnett Rotary Club and the Gwinnett Chamber’s Technology Board.