According to IT Glue, just 27 percent of MSPs make it a point to discuss past performance and future requirements with their clients at least once every three months. That most of them are in the golden quintile is no surprise to Day, who says that quarterly business reviews (QBRs) drive higher profitability and better customer relationships.
“They’ve got to feel that they trust you,” he observes of business owners. “A proper QBR process will do that for you.”
Pica, a former, hugely successful managed service provider who used quarterly business reviews among other techniques to forge close ties with his customers, agrees.
“My MSPs have been able to develop higher-level, more valuable relationships with our customers,” he says, “so they invest more, they view us differently, they spend more, [and] they stay with us.”
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