Latest Insights

All the latest on the MSP industry, the technologies it uses, and the customers it serves. Highlight has spent the last 20 years watching that relationship and how those services are delivered and consumed. As an independent source of truth, we get a lot of honest feedback and opinion from both sides about what customers want and what difficulties MSPs face delivering it.

Read our thoughts, below.

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On average, customer churn costs businesses around $1.6 trillion per year. This is terrible news across all industries, often exceeding the costs of customer acquisition in the first place. Worse, bringing new clients up to…

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IT and network services are highly competitive and increasingly commoditised. Standing out, growing margins and closing new deals are all interrelated challenges that require dedicated answers to improve outcomes and create a sustainable future.  As…

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For the more than half of managed service providers who experienced monthly revenue decreases through 2020, growth seemed further out of reach than ever. Increasing pressure from IT commoditisation trends have only added to the…

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In the wake of great change comes great opportunity and, where service providers are concerned, 2021 spells a new chance to come out as a strategic leader. After all, as businesses continue to embrace remote…

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While 2021 has seen some service providers enjoying as much as a 300% increase in uptake, the pandemic has caused plenty of whirlwinds within the industry. More than half of MSPs ultimately saw monthly revenues…

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At Highlight we’ve had the privilege of working alongside some fantastic service providers, each of whom are doing incredibly exciting things. Of course, we all know about big-name MSPs like BT, Colt, and Virgin, whose…

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