How MSPs Should Refocus to Address Customer Needs
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How MSPs Should Refocus to Address Customer Needs
A new study on managed services suggests where MSPs should be investing their time and resources to meet customers' needs and grow revenue. -
Bigger Premiums
74% of respondents plan to continue growing their managed services to increase revenues while 17% said they are meeting their managed services goals. -
Strategic Services
Networking and projects account for almost 40% of MSP revenues for about three out of four respondents. -
Essential Tools
62% of MSPs are managing 100 to 2,500 endpoints, leading to more than 54% of respondents who said they plan to focus more on managing endpoints. -
RMM Adoption
82% of respondents said they use an remote monitoring and management solution; 68% ranked reliability as the key criteria, with only 4% selecting low cost. -
More Revenue Opportunities
The top cloud service for potential revenue growth is backup and recovery, followed by security and office productivity apps, according to respondents. -
Customer Values
What matters most to customers are quality, followed by personal touch and working relationships, and an MSP's role as a trusted advisor, according to respondents. -
Room for Growth
Six out of 10 U.S.-based MSPs said they don't consider themselves skilled experts, while five out of 10 said they are competent and getting better, according to CompTIA's 2014 IT Industry report. -
Keep it Simple
MSPs should select easily integrated technology solutions, automate manual processes and add/upgrade to a modern endpoint management solution to meet customer demands. -
New Provider Models
MSPs also need to evaluate their portfolios based on shifting client needs and be proactive to meet client requirements.
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Defining MSPs' Goals, Challenges and Tools 
Why Metrics Matter to the Channel Managed services providers (MSPs) are focusing increasingly on managing endpoints and using remote monitoring and management (RMM) solutions to meet growing demands for managing cloud-based solutions, according to a new Autotask survey of MSPs, conducted by Decision Tree Labs. Two key findings of the study, which included responses from 1,800 MSPs, indicate that 62 percent of MSPs are already managing between 100 and 2,500 endpoints, and 82 percent are using an RMM solution. MSPs report that their customers are changing the way they look at managed services and what they need from their MSP relationships. This means MSPs need to re-evaluate their portfolios based on these shifts and be proactive to customers' needs. These transitions are part of new and emerging trends, including the growing use of cloud apps and services and the Internet of things (IoT), and an increasing number and variety of devices that need managing. Here are key takeaways from the report that indicate where MSPs should be investing their time and resources to meet customers' needs, while growing their revenues.