Reduce Churn

Bimal Modha, Sales Director at Highlight provides his guidance on how the channel can achieve sales success. The selling process has had to adapt considerably over the past 18 months. Whilst gross margin and new revenues have always been important, there is now greater concern over client churn. This means the channel should look to…

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As more and more industries prioritise digital transformation in the post-pandemic environment, the IT services market has both rapidly expanded and become increasingly commoditised. What’s more, an influx of businesses have entered the market in response to greater demand. Now, the solutions offered by Managed Service Providers (MSPs) have transitioned from a unique proposition into…

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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 the same level as those lost accounts can cost as much as 16 times more than holding onto them. For…

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At 6 am the next morning, before setting off to the airport to catch my flight, I headed over to the restaurant for breakfast. I passed over the card and informed the server behind the counter that I had a complimentary breakfast, courtesy of the director. “Ah, Mr Cartwright! We’ve been expecting you.” I was…

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As the Service Provider market continues to battle commoditisation; customer loyalty, satisfaction and retention rates are harder to maintain. As a Managed Service Provider (MSP) it’s in your best interest to understand why your customers are dissatisfied and address the necessary problems before they make the decision to go elsewhere. Despite NPS still being widely…

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So, what is the cause? Is it poorly performing infrastructure? Perhaps it is non-critical and unauthorised applications consuming the network or server resources, or simply, there is insufficient network capacity to handle the valid business application traffic. It’s reported that nearly one in four organisations have no idea which “unofficial” applications are running on their…

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