Appreciation Yields Retention
In your managed services marketing, you must show clients that they are appreciated. One client who is with your MSP for 20 years may provide greater income for your company than 10 clients who only stick around a year. This is one reason many MSPs draft contracts that require a baseline commitment in terms of service. Usually, clients will have to sign on for a year or so.
However, if you don’t show appreciation, when contracts expire, clients will leave. Some won’t, sure; but you’re going to find a higher rate of retention through appreciation. Following are several ways to make customers aware of their value to you:
Ensure Regular Contact with Clientele
Managed services marketing and customer service areas of your MSP need to work together for the establishment of regular contact with clientele. You want to touch base with them at least once a month, if not once a week. There are situations where daily contact is to be recommended, but that is probably going too far in most scenarios.
When you contact customers regularly, you let them know that you value them, and additionally, you catch any issues that might have otherwise gone unreported until they caused a major issue that costs everybody.
Facilitate a Win-Win Through Customer Promotion
Especially when you’ve got a long-term client, you want to do a sort of double promotion of them. Reviews and links on your site can help here. Basically, your advertisement for a low-key client promotes your MSP. Simultaneously, it gives your clients an increased digital surface area, and that makes them more money.
Granted, this shouldn’t be the core prerogative of your marketing team–after all, they’re there to help your MSP increase profit and sustainability. However, it should be part of your customer appreciation strategy. Working with agencies that provide marketing solutions geared at MSPs can be key in striking the right balance.
Provide Service That Makes Customers Feel Important
Very important persons, or VIPs, are used to having the red carpet rolled out for them. Contrarily, most clients you deal with have grown used to professionally detached courtesy. Making them feel like VIPs can give your business a competitive edge.
Take everything they say seriously, offer them benefits, and find ways to surrogate the psychological “feel” of a red carpet. Limited time discounts can help here, as can assigning clients a specific agent to handle their needs.
When there is a dedicated person handling a client, they feel like they’re not part of a statistical business machine. They feel like they’re in partnership with a colleague, and that imparts a sense of personal importance conducive to retention.
Showing Them You Care
When it comes to managed services marketing, you need to take into account more angles than just direct outreach. Showing customer appreciation through VIP treatment, client promotion, and regular contact can help keep your clientele around longer.