Join us for the next installment of our “MSPs in Conversation” series, “The Power of Retention: Growing Your Business Through Existing Customers.” Here, we will explore the strategies and best practices to maximise the potential of your current client base. Learn how to deepen your engagement, deliver consistent value, and build lasting partnerships that drive growth and profitability.
Strong retention comes from deeply understanding a customer’s business, priorities, and pressures. MSPs that consistently build trust — by asking the right questions and listening — become long-term advisors rather than replaceable suppliers.
Customers don’t want quarterly discussions about tickets, backups, or patching — they assume those work. High-impact engagement focuses on business outcomes: growth plans, risk, compliance, cost control, and strategic priorities.
There is no universal “QBR cadence.” Some customers want frequent, hands-on engagement; others prefer minimal touchpoints. Successful MSPs tailor communication frequency, format, and depth to each customer’s needs and maturity.
MSPs don’t need to go deep with every customer immediately. The most effective approach is to start with a small group of high-value, well-aligned customers, refine the process, and then scale it across the wider base.
Most MSP growth comes from referrals and expansion within existing customers. By consistently engaging, prioritising the right clients, and aligning solutions to real business pain, MSPs reduce churn, grow recurring revenue, and create a sustainable pipeline.
