The Economics Behind the Handcuffs
Why most MSPs use 36-month contracts with termination penalties, what month-to-month says about service quality, and the math that drives both.
Tag: client retention
Satisfied But Not Loyal: The Client Churn Your MSP Is Missing
Satisfied clients still leave. Here is the data on silent churn, the behavioral signals that precede it, and what high-performing MSPs do differently to keep clients who are quiet but not content.
Responsible Leadership in M&A: What the Consolidation Wave Means for Your People
The MSP industry is consolidating fast. 169 deals closed in 2025. But 70-75% of acquisitions fail, and the reason is almost always the people side. What responsible leadership looks like when M&A comes to your doorstep.
The Caretaking MSP: What It Means to Put Clients First
The MSP industry has a choice: optimize for revenue per client or value per client. The caretaking model builds loyalty that no competitor can replicate.
Your MSP Is an Expert in IT. But Are You an Expert in Your Client’s Business?
Many MSPs are experts in technology but fail to become experts in their client's business. This post explores why deep business understanding is the key to moving from a commoditized vendor to an indispensable strategic partner, allowing you to create IT strategy and budgets that deliver real value.
Your MSP is Not a Commodity. Stop Selling It Like One.
In the MSP industry, competing on price is a dangerous race to the bottom that erodes margins and burns out your team. It’s time to stop selling your service like a commodity and start selling the trust, consistency, and strategic value that cheap competitors can't match.