The KPIs You Should Be Measuring

but Probably Aren’t

Published November 2019

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Managed service providers (MSPs) are here to stay. Their benefits to clients include improved security, cost savings over in-house IT, and better uptime. Unfortunately for MSPs, they may be seen as interchangeable.

Software-as-a-Service (SaaS) is one of the fastest-growing MSP segments. MSPs are not replacing IT departments. They are seen as partners, working in concert with them. When a client leaves an MSP partner, they’re almost certainly going to a competitor.

The move towards SaaS lowers the barriers to changing providers further. This white paper sets out to educate on the subject of how MSPs can measure performance and evaluate their relationships with clients, delight those clients, and increase loyalty.

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