Building “Sticky” Services
MSPs have been told time and time again that “stickiness,” or holding on to their customers throughout the business relationshp, is key to building a successful managed service practice. But doing so can require a combination of effort and patience, according to two MSP executives who have found success and shared some of the methods they used.
Wayne Hunter (photo, right), co-founder and CEO of Allen, Texas-based AvTek Solutions, and David Cox, director of operations at New Haven, Ind.-based G6 Communications, had an open discussion with fellow MSPs at the recent XChange+ 2021 conference and talked about some of the ways they bring traditional IT customers into managed services as well as how they bring managed services customers into higher-margin co-managed services.
Hunter told his peers that his company started as a traditional solution provider with an enterprise focus and eventually moved toward the MSP model, while many MSPs start with smaller customers and try to move up the stack. read more here