The Importance of Maintaining and Expanding Your Customer Base
If you’re running an MSP company, customers tend to be more long-term, but that means a higher degree of co-dependency. If you’ve got six big clients and one goes away, there’s a sixth of your revenue gone. Some MSPs branch out into a wider array of smaller clients. Not all MSPs can diversify that way. What becomes integral is keeping whatever customers you have as long as you can, and finding ways of continuously bringing in new ones.
Methods of Approach
A great way to approach this issue is from the angle of customer satisfaction. When those you serve appreciate what you do, they’re more likely to stick around. Referral programs can co-opt them into outward expansion. Still, you need to know where they’re coming from to serve them, improve your service, and naturally invite future conversions. Following, we’ll look at three key ways to determine how satisfied customers are:
1. Determine Properly Relevant and Expressive Customer KPIs
Key Performance Indicators, or KPIs, are useful in determinining software and hardware effectiveness, marketing effectiveness, and even customer satisfaction. Satisfied customers are defined by statistical patterns. Consultation helps you identify them, as can observation.
Figure out what customers really do when they’re happy with your MSP; how bills are handled, how many times they contact your home office with an issue, service expansion, etc. These will follow a statistical pattern indicating satisfaction or a lack thereof. Determine what indicates you’re doing well and focus on expanding that.
2. Don’t Just Make Waves, Swim: Get Followers and Engage Them
As an MSP company, you’re going to have diverse customers who may not communicate with you in quite the same way. Beyond KPIs, you need to directly engage with the community your MSP serves. It’s not enough to have millions of followers; you have to interact. Don’t just go to the beach of followers, hit the waves.
3. Ask Customers Their Opinion, Fix Issues Whenever They Develop
When you engage with customers, be sure to get their real perspective. If there are legitimate issues, fix them. Keep in mind, client perception is sometimes flawed, so not all criticisms or compliments are to be taken by themselves. It’s important to contextualize. When it turns out they have correctly identified a problem with your MSP’s service options, don’t balk, find ways of fixing it.
When Real Needs of Customers are Known, There is Better Retention
As an MSP company, you want to serve customers in a way that invites retention. Engage with your service demographic beyond gaining a following. Ask their opinion. Fix issues when they crop up. Figure out KPIs and use them to define operations. Such tactics help determine customer satisfaction. Following the these tips can help you maintain existing customers and expand the community you serve.