Summary
This document is a report that focuses on the insights gathered from a survey of over 600 IT professionals at small and medium enterprises (SMEs) regarding their interactions with managed service providers (MSPs). The report outlines key findings about the expectations SMEs have from MSPs, the barriers to entry and churn factors affecting these relationships, and how MSPs can leverage this information to enhance customer retention. It details that 76% of SMEs rely on MSPs for some IT functions, with a significant portion planning to increase their investment in these services. The report also identifies cost, service mismatch, and security concerns as major factors influencing SMEs' decisions to discontinue or limit their use of MSPs. Additionally, it emphasizes the importance of customer experience in maintaining these relationships and suggests strategies for MSPs to improve their service offerings and address client concerns effectively.
