Knowing how to talk the talk but not walk the walk of “good customer service” is a common theme within the Managed Service Provider (MSP) Arena. MSPs must excel in customer service but truth be told, many don’t deliver upon what they preach. Without delivering excellent customer service, there isn’t much differentiating MSPs from others who provide the same service, leaving them to compete solely on price.
The art of excelling in customer experience – Highlight white paper
Peter Savereux 
