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A Buyer’s Market
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
competitor1.

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.