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”.
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.
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.
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.
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.
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.
