By: Taylor McDonough, GreatAmerica: Creating Simplicity in a Complex World

We’ve heard a lot recently about The Great Resignation, which is causing employers to scramble looking for ways to retain their top employees. 

Aside from employee churn, we are seeing customer retention moving in the wrong direction, as well.

This comes as no surprise given all the changes and challenges over the past two years. Beyond the pandemic and supply chain related issues – there is also a private equity (PE) firm blitz. PE firms are buying up MSPs left and right. As these PE firms continue to invest in the channel – there are larger MSPs with greater sales and marketing resources expanding into new geographical markets. So, you’re likely starting to see more mature competition seep into markets you may not have seen previously.

What are Best-in-Class MSPs doing to address trends?  

Best-in-Class (BIC) MSPs are focused on retention and protecting their future customer base. Even if these Best-In-Class MSPs aren’t seeing a lot of customer churn right now, they understand there is more competition than ever in the market, and the best way to get ahead of it is to focus on retention.

They also understand it’s more cost effective to retain a current customer vs. continuously needing to bring on new customers.


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SOURCE GreatAmerica

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