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Defining MSPs’ Goals, Challenges and Tools

Defining MSPs' Goals, Challenges and ToolsDefining MSPs’ Goals, Challenges and Tools

Most MSPs are aligned with the IT industry’s trend toward specialization and are developing expertise in verticals to provide optimized solutions for customers.


The majority of MSPs are between the ages of 35 and 54 (59%), male (86%) and college-educated (82%).

Money MakersMoney Makers

27% of MSP businesses have 100+ clients, and 21% report more than $5 million in annual revenue.

Specialization RulesSpecialization Rules

64% of MSPs focus their business efforts on a specific vertical or verticals. Top targets are professional services, manufacturing/construction and healthcare.

Top Methods for Evaluating New Products and ServicesTop Methods for Evaluating New Products and Services

Googling: 67%,
Referral by colleague: 49%,
Tradeshows and events: 38%,
Industry forums: 37%

Staying Ahead of TrendsStaying Ahead of Trends

53% of the survey respondents use technology websites as their go-to source for industry trends, followed by industry peers (24%), and tradeshows and conferences (23%).

Biggest Pain PointsBiggest Pain Points

Marketing and sales efforts: 26%,
Selling backup and disaster recovery (DR): 18%,
Staffing and training efforts: 17%,
Growing pains: 16%,
Ransomware/cyber-security: 14%,
Vendors and technology: 12%

Top MSP Sales and Marketing ChallengesTop MSP Sales and Marketing Challenges

Lead generation.
Sales talent and growth.
Qualifying prospects.
Increased local competition.

Backup and DR Sales HurdlesBackup and DR Sales Hurdles

Pricing objections and declining budgets.
Educating SMBs.
Qualifying leads.
Getting an initial appointment.
Overcoming competition

Staffing IssuesStaffing Issues

The MSPs surveyed cited recruitment of technical, sales and marketing talent as their biggest staffing challenge, followed by worker training and employee retention.

Growing PainsGrowing Pains

MSPs reported a lack of time and resources as their biggest growth challenge, followed by operational efficiency, standardization of policies and services, delegating to manage growth and mergers & acquisitions.