Essential Tactics for Retaining Profitable Business | MSPs in Conversation

Join us for an insightful panel discussion featuring leading Australian industry experts James Davis from Pax8, Ryan Spillane from 360 Consulting, and Aaron Smith from Morphability as they delve into the topic “Thriving in the MSP Arena: Essential Tactics for Retaining Profitable Business”.

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Key Takeaways

1

Retention Is About the Right Clients, Not All Clients

Strong retention isn’t zero churn — it’s retaining aligned, profitable customers. MSPs should aim to keep 98–100% of their desired clients while actively reviewing, repricing, or exiting those that drain time, margin, or morale.

2

Profitability Must Be Measured, Not Assumed

Revenue does not equal profit. MSPs need regular client-level profitability reviews to identify over-servicing, underpricing, or unprofitable product bundles — and make deliberate decisions based on data, not gut feel.

3

Clients Leave When MSPs Stop Leading

Most churn happens because MSPs become reactive order-takers instead of proactive advisors. Clients expect guidance on risk, efficiency, and growth — not just technical support or health reports.

4

Relationships Must Go Beyond One Key Contact

Relying on a single champion is risky. MSPs that build relationships across technical, operational, and executive levels — especially with an executive sponsor — are far more resilient when staff or leadership changes occur.

5

Retention and Revenue Growth Come From Ongoing Value

Regular, meaningful conversations — whether formal reviews or quick check-in calls — uncover opportunities for upsell, cross-sell, and service expansion. When value is clearly articulated, price becomes secondary.

Featured Panelists
Ben Town
Hosted Network
Ryan Spillane 360 Consulting
Ryan Spillane
360 Consulting
James Davis
The TSP Advisory
Aaron Smith
Morphability