How to Build an MSP Account Management Process (That Doesn't Suck)

Most MSPs treat QBRs as a "technical report card." They walk into the client meeting with a stack of reports showing ticket counts, patch statistics, and uptime percentages.

The hard truth? Your clients do not care about ticket counts. They assume you are patching their servers—that’s what they pay you for. When you focus solely on metrics, you are commoditizing your service. You are reminding them that you are an expense, not a partner.