{"id":40929,"date":"2020-05-20T16:33:32","date_gmt":"2020-05-20T12:33:32","guid":{"rendered":"https:\/\/www.msp360.com\/resources\/?p=40929"},"modified":"2024-02-22T15:45:07","modified_gmt":"2024-02-22T11:45:07","slug":"msp-customer-retention","status":"publish","type":"post","link":"https:\/\/www.msp360.com\/resources\/blog\/msp-customer-retention\/","title":{"rendered":"MSP Customer Retention: 5 Best Practices to Reduce the Churn"},"content":{"rendered":"

In today\u2019s competitive business landscape, there is no real differentiator between the types of services offered by MSPs. This means that managed service providers must work harder than ever to ensure the survival of their businesses. You\u2019ll lose out to the competition if you\u2019re unable to bring in new clients consistently and retain existing ones.<\/p>\n

The best way to do this is by providing customers with high levels of satisfaction and engagement. Satisfied and engaged customers eventually become long-term clients \u2014 a very valuable resource for MSPs.<\/p>\n

To help you get started, here are some best practices for MSP customer retention.<\/p>\n

#1 Listen to Your Clients<\/h2>\n

With the advent of automation and remote monitoring and management (RMM) platforms, most IT support tasks (endpoints patching, backup, and data recovery) can now be done remotely. Although such tools enable MSPs to deliver superior results every time, they reduce the face-to-face time MSPs have with clients. Over time, it becomes easier for clients to replace a faceless group of technicians offering remote IT support. As such, more face time with your clients is vital to building strong relationships.<\/p>\n

In addition, having actual conversations with clients allows you to assess your company\u2019s standing. You get to know what your customers think about your service or product, and any pain points they may have. Listening to your clients provides you with vital information that you can use to improve service delivery and strive for higher levels of engagement and customer satisfaction.<\/p>\n

Further reading<\/span> Mastering Customer Service for MSPs<\/a><\/p>\n

#2 Collect Feedback<\/h2>\n

MSPs must take heed of the needs, expectations, and pain points of their clients to deliver great customer experiences consistently. A reliable way to understand what your clients need and expect from you is to put in place a system for collecting and analyzing customer feedback. Short surveys can provide you with fast and relevant feedback on areas where you\u2019re falling short. Another way to collect relatable feedback is to ask a customer for a testimonial or a service review.<\/p>\n

You should schedule a face-to-face meeting or place a phone call to clients who no longer want to use your service to help you understand why they are leaving. Such feedback can help customer success teams identify flaws in service delivery and create strategic plans to improve the customer experience.<\/p>\n

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Measuring Customer Satisfaction: A Comprehensive Guide<\/div>\n
Explore the best approaches to measuring customer satisfaction for your MSP business.<\/div>\n<\/div>\n
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\"Whitepaper<\/p>\n

\"CTA\"<\/a><\/span><\/span><\/p>\n<\/div>\n<\/div>\n

#3 Always Do Onboarding and Follow-ups<\/h2>\n

A smooth and consistent onboarding process for new customers<\/a> helps set your customer relationships<\/a> off on the right foot. It also sends a message that you are organized and committed to your customers\u2019 experience.<\/p>\n

Begin the onboarding process by collecting basic information about the customer. Then, create a detailed SLA tailored to the customer\u2019s needs. Make sure, too, that the client has a chance to become acquainted with your processes and the team members who will be providing them. \"CTA\"<\/a><\/span><\/span><\/p>\n

Last, but not least, follow up with the customer after the onboarding process ends, to ask whether they have any questions, complaints, or feedback. Make sure, too, that they know which communication channels to use to reach you if a problem should arise after onboarding is complete.<\/p>\n

\u00a0<\/a>\"CTA\"<\/a><\/span><\/span><\/div>\n

#4 Reward and Encourage Clients<\/h2>\n

Rewards and discounts aren\u2019t just for encouraging customers to sign up. They are also a great tool for encouraging and rewarding customer loyalty.<\/p>\n

Consider the following strategies for building a customer loyalty program:<\/p>\n