Benefits of Dedicated Customer Success Teams:

MSPs with dedicated teams show dramatically higher recurring revenue, base expansion, and revenue retention rates.

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Shifting Focus to Retention and Expansion:

There is a pronounced shift in MSP charters from adoption to prioritizing retention and expansion, which could negatively affect customer experiences if adoption is neglected.

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Ownership of Customer Success Metrics:

Companies that place retention responsibility with customer success achieve better revenue retention, while sales focus drives recurring revenue growth.

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Emerging Practices Affecting Expansion Rates:

Customer success ownership of expansion has been linked to lower base expansion rates, suggesting a need for development in this area.

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Need for Balanced Charter Focus:

To maximize effectiveness, MSPs must establish robust adoption processes before shifting toward retention and expansion initiatives.