Podcast: IT Glue 2018 Global MSP Benchmark Report

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Good evening, channel partners. Welcome to our latest ChannelE2E Podcast, featuring IT Glue VP of Product Luis Giraldo.

Author: Luis Giraldo, senior director of marketing, N-able
Tonight's Guest: IT Glue's Luis Giraldo

We discuss IT Glue's 2018 Global MSP Benchmark Report -- which offers an in-depth look at today's MSP business drivers, opportunities and challenges. The report introduces the concept of the Golden Quintile -- basically, the top-performing MSPs based on a rare combination of revenue growth (at least 10 percent compounding annually) and EBITDA margins (20 percent or higher).  The research pinpoints what the top performer looks like -- what they do, what they don't do, and where they're heading next.

You can download a copy of the full report here from IT Glue. But first, check out the podcast below for insights from Giraldo.

Here's the conversation:

Podcast: Key points of discussion

  • 0:00 - Intros and Overview
  • 0:39 - What inspired the IT Glue 2018 Global MSP Benchmark Report?
  • 1:42 - How IT Glue identifies top-performing MSPs -- the Golden Quintile explained.
  • 3:19 - The role automation plays within top-performing MSPs.
  • 5:27 - MSPs and the number or types of services they offer.
  • 7:55 - MSP growth, customer reach and churn rates.
  • 9:18 - How customer trust drives growth, reduces churn.
  • 10:11 - MSP sales and marketing challenges -- and where CRM fits in.
  • 11:20 -  How to grab the report online.
  • 11:32 - How MSPs can perform a documentation maturity level assessment.
  • 12:35 - Conclusion
Joe Panettieri

Joe Panettieri is co-founder & editorial director of MSSP Alert and ChannelE2E, the two leading news & analysis sites for managed service providers in the cybersecurity market.