Did you know? A 5% increase in customer retention can boost profits by 25–95%.
You might be delivering excellent services, responding to client tickets in a timely manner, and keeping the process smooth, but clients need to see the value. If they don’t, they will start to look elsewhere.
With multiple clients, keeping every detail organized is challenging. This is where structured account management software and data-backed communication become critical.
The right way to do it? Quarterly Business Reviews (QBRs). Let’s explore common customer retention challenges, how QBRs help in customer retention, and how ConnectWise PSA account management helps you enhance QBR and client retention.
Research indicates that 2.3% of MSPs identify customer retention as their biggest challenge, while 2.1% consider market competition to be their top challenge.
With multiple endpoints and clients, providing personalized support becomes challenging due to a lack of organization and a streamlined dashboard.
Here are the common customer retention challenges MSPs face:
Clients need customized support every time they work with you. To offer dedicated support, you need a sufficient staff without incurring excessive payroll costs.
Customers need quick support, security, and compliance. To ensure competitiveness, you need to update your tech stack regularly. However, integrating the tech stack is often complicated, making it difficult for small MSPs to stay aligned with new technology.
Cross-functional visibility leads to rescheduled tasks and blockers. Client tickets disappear within these blockers, leading to delays and miscommunication.
In fact, 49% of companies say poor collaboration directly impacts client satisfaction. As critical issues go unresolved, your MSP risks appearing disorganized and unreliable, ultimately eroding client trust.
Quarterly Business Review (QBR) is a strategic review meeting held between the MSP and the client every 3 months.
Key targets of a QBR include:
QBRs offer a chance to position your MSP as a strategic partner.
Here’s how they impact client retention:
While QBRs are essential to retain clients, they are hard to scale and time-consuming.
That’s where ConnectWise PSA account management comes in. It centralizes your operational data, including tickets, time entries, projects, SLAs, billing, and more, so you don’t have to chase down spreadsheets and logs before every client meeting.
Here’s how ConnectWise PSA account management makes QBRs easier:
Organizations with unified infrastructure visibility resolve issues 70% faster. With ConnectWise PSA account management, you see every interaction your team has had with a client—open tickets, past purchases, current projects, billing history, and payment status. This context ensures that you prepare for every QBR fully informed.
Every team member can access customer history. ConnectWise account management software makes your QBR and follow-up actions more coordinated and timely.
When your delivery processes are standardized, you show clients that every issue is handled with care and consistency. Effective software account management makes the QBRs data-backed and builds trust over time.
ConnectWise allows your team to log time by client, project, or task, down to the minute. This means you can present detailed breakdowns of service activity in your QBRs, showing exactly how your team adds value.
QBRs are a great time to review progress and next steps. ConnectWise PSA account management helps you track milestones, deadlines, and project budgets, so you proactively manage client expectations and showcase delivery success.
Automated recurring billing reduces administrative errors and surprises. During QBRs, you can confidently discuss billing details knowing the system has already aligned usage with the invoice. That builds financial trust.
With integrated opportunity tracking, you can track communications, log lead sources, record activities, and identify product or service interest, allowing you to follow through effectively. This helps turn strategic recommendations into pipelines.
ConnectWise’s reporting engine allows you to generate client-specific metrics. You can present service history, SLA trends, time spent, and more—visually and clearly. It converts QBRs into high-value conversations backed by data.
ConnectWise PSA account management helps you retain clients when used strategically. Here’s how you can leverage it to build trust, improve service consistency, and strengthen long-term relationships:
Client retention is about consistent, visible value. QBRs help you show that value. However, to run them effectively and make them scalable, you need systems that support your process.
ConnectWise PSA account management gives you the tools to do just that. A ConnectWise account manager helps you centralize data, automate insights, and stay on top of client needs, ultimately retaining them for the long term.
Integrating multiple tools and optimizing workflows seems challenging.
At Bering McKinley, we help MSPs maximize the value of ConnectWise by aligning it with their business goals. From implementation to ongoing optimization, our experts guide you in configuring your platform, automating critical processes, and making QBRs data-driven and impactful.
Let us help you transform complex operations into simplified, scalable systems that support client growth—connect with our team today!