Unlock the Secrets of Client Retention: Building an Amazing Client Lifecycle
How support teams are cutting costs without sacrificing quality — and the tools making it possible.
MSP Insights Webinar Series
May 9, 2023
"Unlock the Secrets of Client Retention: Building an Amazing Client Lifecycle" brings together Todd Kane (President of Evolved Management), Hannah Logan (Customer Success Team Lead at Simplesat), and Ricky Cecchini (VP of Product) for a practical playbook on reducing churn and growing MSP revenue through the full client lifecycle. Part of the Onboard, Retain, Grow series, the session frames service quality as the foundation for every retention and growth move that follows.
Key takeaways
- Treat onboarding as a deposit in the "trust bank": a great start lets you absorb the inevitable missteps, while a poor one leaves you clawing back trust from day one.
- Onboarding is a people and business process, not just a technical deployment of agents and software, and a memorable kickoff differentiates you from past IT providers.
- Direct users away from the phone toward email and ticketing portals to make your help desk scalable, which requires both training users and earning their trust in the process.
- Use lead indicators (like tickets closed by mid-morning) to steer behavior in real time, rather than only reviewing lag indicators like SLA compliance after the fact.
- Run CSAT on every ticket and NPS on a quarterly or semi-annual cadence, since NPS reaches quiet decision-makers who never open tickets and signals churn risk early.
- Precede budget conversations months ahead in your QBR or TBR cycle so clients plan for projects instead of being caught off guard by a $20K quote.
What they covered
Todd anchored the talk on service delivery first: without dialed-in service, clients won't hear strategic advice in a QBR. He walked through fixing onboarding, building a roadmap, ensuring service consistency through a clear service-manager role, and improving documentation incrementally.
The middle covered taming communication chaos with defined ticket workflows and a structured ticketing portal, which Ricky demonstrated through Cloud Radial, capturing complete information on the first pass. Pro tips followed on formatted ticket notes, soft skills, and measuring experience, with Hannah showing how Simplesat's CSAT surveys attach to every ticket.
The closing focused on preventing churn and growing the business: combining CSAT and NPS for a 360-degree view, asking for referrals using specific ideal-customer descriptions, and publishing CSAT scores and Google reviews to strengthen branding and local SEO.
The full recording and slides are available on request.
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Speakers
Cory is fueled by a passion for customer service and a dedication to helping his own clients achieve excellence in their service offerings. With 15 years of experience collaborating with MSPs, he has honed his skills in improving their marketing and customer success strategies.
Todd has spent over a decade developing a management framework to help managed service providers increase their margins and reduce employee turnover. His company, Evolved Management, provides guidance and resources to enable MSPs to reach their full potential.
Hannah Logan is a tech industry pro with 10 years of experience. Her mantra? Good customer service above all. She believes in putting the customer first, understanding their needs, and going the extra mile to help them reach their goals. Every interaction is a chance to build trust and establish a long-lasting partnership.
Ricky has over a decade of experience working in the MSP industry. Throughout his career, Ricky has worked across all facets of business, including sales and marketing, tier-1 helpdesk support, account management, and leadership. His extensive knowledge and specialized expertise have enabled him to understand the challenges MSPs face and work to build solutions that support their needs and empower them to succeed.
