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Client Retention Best Practices for Managed Services Providers

Posted February 14, 2017by Lily Teplow


Happy Valentine’s Day, folks! It’s that time of year when love is in the air and certain relationships are at the forefront of everyone’s mind. But before you start considering buying roses by the dozen or stopping by the chocolate store on your way home, there are some relationships you should attend to before leaving the office – your client relationships. Client retention is something that you should be focused on throughout the entire year. Making your clients happy is all about aligning the value of your products and services to your clients’ business priorities and ensuring that you’re delivering on – and even exceeding – your promises. But how exactly can you “show the love” to your clients this year?

On a recent episode of MSP Radio, our hosts sat down with Dee Zepf, VP of Partner Success at Continuum, to chat about how MSPs can implement strategies and processes that ensure you're keeping clients happy, uncovering their issues and improving client retention rates.

Now, I'm sure we can all agree that churn is a dangerous part of this business. Many MSPs struggle with maintaining strong client relationships, but there are certain steps you can take to prevent churn and keep your clients happy. Here’s what Dee has to say about what MSPs can do to improve client retention:

“I’ve spent a lot of time with our MSPs talking about the different things they do and what the really successful ones do to bring clients on board and make sure they’re retaining them. One of the key themes that I’ve heard from talking to people is that it’s all about engagement with their clients throughout the lifecycle. Whether it’s at the pre-sale stage, when they’re onboarding a brand new client or just engaging and doing day-to-day business with their clients. I think there are a bunch of different activities and events and things they can do throughout all the stages that are key for our partners to look at and make time for as they look at retaining their clients.”

As previously mentioned, client retention and satisfaction should be a year-round priority for MSPs. Similarly, ensuring great client relationships should be one of the main goals for your entire organization. Dee goes on to share her expertise on who should be responsible for client retention and why it’s so important:

“I think everybody in the company is responsible for client retention. I know that’s dangerous to say ‘well, if everyone owns something, then no one owns it.’ But if you look at a typical MSP, they’ll have some number of technical folks and folks that are working on projects. They might have an account manager or sales person that works with an individual client, and they might have someone that handles billing. Any of those people have meaningful interactions with that client – and they all have different jobs to do and different things to deliver – but having them all have the mindset of ‘how do I keep this relationship with this client and what do I need to do in order to deliver on my part of this promise?’ I think is the key to success there.”

To hear more client retention best practices and learn how to get clients to act as promoters for your business, click here to listen to this episode! As always, you can head on over to to tune into our latest shows and episodes.

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Lily is a Content Marketing Manager at Continuum and is passionate about helping businesses solve their biggest challenges. She is responsible for managing Continuum’s MSPblog and writing on a variety of topics, from sales and marketing to cybersecurity, helping establish authority in the MSP market. Lily is also a seasoned content creator and has supported Continuum’s PR and media efforts. In her spare time, Lily enjoys singing, traveling the world, and cheering on her favorite Boston sports teams!

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