Cogent Conversations: What Actually Makes Clients Stay (EP12)
himpanzees use sticks to fish termites out of a mound. It's a tool, and it works — but nobody credits the stick. The primate figured out what to do with…
Dedicated to strategies around customer retention, loyalty metrics, and enhancing client relationships.
Cogent Conversations: Lose One Person, Lose the Client (EP11)
Across a recent deal, Cogent found something that should make any MSP owner uncomfortable: one technician was the primary contact for the company's top ten customers — spanning multiple divisions…
Cogent Conversations: The Silent Churn Killing MSPs (EP10)
Ask a room of 300 IT company owners who gives the best customer service, and every hand in the room goes up. It's a bit one speaker likes to run…
The Loyalty Lie in MSPs (EP9)
Ask a room full of MSP owners who has the best client relationships, and every hand goes up. Ask them which of those rock-solid, decade-long accounts could walk next quarter,…
Client Loyalty Q&A: How to Keep Your Most Valuable Asset
Client loyalty is the real currency of M&A. During a transition, protecting and strengthening these relationships is essential to retaining value. Learn advanced strategies to reassure and engage your clients through every stage of M&A.