Kaseya: Breaking the Old MSP Playbook: Innovation & Client Retention

Name: Kaseya: Breaking the Old MSP Playbook: Innovation & Client Retention
Uploaded: 2026-08-08T06:37:44-04:00
Duration: 1 min 17 s
Description: TL;DR MSPs relying on traditional marketing tactics like webinars and local events are limiting their growth potential and need to embrace new strategies outside their comfort zone. Differentiation requires continuously raising the bar on service deliv...

Kaseya

08/08/2026

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TL;DR

MSPs relying on traditional marketing tactics like webinars and local events are limiting their growth potential and need to embrace new strategies outside their comfort zone.
Differentiation requires continuously raising the bar on service delivery and following through on commitments, with exceptional support remaining the foundation of MSP success.
Building deep client relationships by functioning as an extension of the client's business—rather than an external vendor—is key to reducing churn and long-term retention.

Summary

This brief commentary addresses a critical challenge facing managed service providers: the tendency to rely on outdated marketing and business development strategies. The speaker argues that MSPs must move beyond traditional tactics like occasional webinars and local event sponsorships, emphasizing that comfort zone adherence is no longer viable in today's competitive landscape. The core message centers on differentiation through continuous improvement and exceptional client support, positioning MSPs as true extensions of their clients' businesses rather than external vendors. By focusing on deep client relationships and proactive threat management, MSPs can reduce churn and build sustainable competitive advantages regardless of client size or industry vertical.

Chapters

0:00 - The Old Playbook Problem
0:23 - Continuous Improvement & Differentiation
0:48 - MSP as Business Extension
1:03 - Client Relationships & Churn Reduction

Key Quotes

0:16 "If it ain't broke, don't fix it is not the way we want to run our business these days."
0:54 "An MSP's focus has to be on an extension of that company they're looking after while simultaneously looking at external threats going forward."
1:09 "When you're an arm of someone's business, you're less likely to have churn."

FAQ

What marketing strategies should MSPs move beyond?

MSPs should expand beyond relying solely on traditional tactics like occasional webinars and local event sponsorships. While these can be part of a marketing mix, they shouldn't represent the entire strategy. Innovation and trying new approaches outside the comfort zone are essential for differentiation.

How can MSPs reduce client churn?

The key to reducing churn is positioning the MSP as an extension of the client's business rather than an external vendor. This requires being 'in the trenches' with clients, delivering exceptional support, following through on commitments, and building close relationships that make the MSP indispensable to daily operations.

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