MSPs in Conversation

Hosted Network

A show where you can listen to your peers as they talk about real-life takes and advice on how to run and grow your MSP.

  1. 1 day ago

    The Vertical Advantage

    For years, "we support all businesses" was a perfectly good MSP pitch. Mark Whittington took the opposite path. As CEO of Ozdoc, he's built a business focused almost entirely on healthcare, a vertical where the stakes, the language, and the definition of "critical" are unlike anything a generalist MSP deals with. We caught up with Mark live at the Catalyst conference, two years on from his first MSPs in Conversation appearance, to see how his thinking on verticalisation has evolved. He shares why the niche only works if you genuinely care about it, how Ozdoc is now extending into governance and compliance, what he's learned building a sales team from scratch, and his grounded take on the gap between AI hype and real business value. A short, honest conversation about committing to a vertical and the discipline it takes to do it well.

    1hr 1min

  2. 9 June

    Buy, Build or Partner: How MSPs Are Growing Through M&A

    The MSP acquisition market has never been more active. Private equity is rolling up providers at pace, strategic acquirers are hunting for specialised capabilities in cybersecurity and compliance, and many long-standing MSP owners are having serious conversations about exit for the first time. Meanwhile, some of the most interesting growth stories in the market right now aren't coming from winning new clients, they're coming from buying them. The problem is most MSPs are either not prepared to acquire or not prepared to be acquired. They haven't thought seriously about valuation, they haven't done the operational work that makes a business attractive, and they haven't mapped out what integration actually looks like after the deal closes. When the conversation comes, they're not ready for it. In this episode, we're talking to MSP leaders who have been on both sides of the table. They've bought businesses, sold businesses, and in some cases done both. They'll walk through what actually drives deal activity, what buyers are looking for in, and what you need to do now if you want to be in a position to act when the opportunity arrives.

    1hr 1min

  3. 5 May

    Filling the Whitespace: Finding The Hidden Revenue in Your Client Base

    Your clients are buying technology from other vendors that you could be providing. VoIP, internet services, hosting, DNS management, mobility… the budget is already there, it's just not coming to you. That's whitespace and most MSPs have never even stopped to measure how much of it they're sitting on. The reasons are surprisingly consistent: a reactive sales culture, laser focus on new clients, and years of single-stack thinking that assumes existing clients already have everything they need. Meanwhile their clients are writing cheques to other vendors every month for solutions their MSP could and should be providing. In this episode, we're talking to MSP leaders who have audited their client base, identified the gaps, expanded their solutions portfolio and unlocked significant revenue from clients they already have. Agenda: Why most MSPs have no visibility over their whitespace, and why the data is usually already there, just never reviewed. The mindset shift from reactive order-taker to proactive solutions provider, and what that looks like in practice. How to audit your existing client base and identify where the whitespace actually lives. The most common gaps in an MSP's solutions portfolio and how specialist partner relationships make them easy to fill. How expanding your solutions portfolio doesn't just grow revenue with existing clients, but creates a competitive wedge that starts pulling clients away from other partners.

    1hr 1min

  4. 13 Mar

    Price Pushback: How MSPs Are Closing Deals Despite Tighter Client Budgets

    Client budgets are tighter than they've been in years. CFOs are scrutinising every line item. MSPs are hearing the same pushback repeatedly: "You're too expensive," "We need to cut costs," "Can you do it for less?" The challenge isn't that your services aren't valuable, it's that the old way of selling them isn't landing anymore. But despite this issue, some MSPs are still closing deals, winning competitive situations, and even raising prices. In this episode, we're hearing from MSP leaders and sales experts dealing with this exact environment. They'll share the specific pushback they're encountering, the messages that are still resonating with business owners, and what's stopped working. Agenda: • The specific budget pushback MSPs are hearing right now and what's really driving it beyond just "tight budgets." • What messages still land with business owners when they're cost-cutting, and how to talk about value in terms they actually care about. • The shift from selling technology features to selling business outcomes (and what that looks like in real sales conversations). • The approaches and positioning that you’re tempted to use but have stopped working in today's environment. • How to handle the "you're too expensive" objection without dropping your price or losing the deal.

    58 min

  5. 18 Feb

    Start the Year Strong: Build a Pipeline That Actually Converts

    A strong year starts with a pipeline you can trust. Too many MSPs head into Q1 with a list of “maybes”, leads that don’t fit, and sales activity that feels busy but doesn’t move deals forward. In this MSPs in Conversation panel, we’ll talk about what it actually takes to build a pipeline that converts, without relying on luck, discounts, or last-minute scrambling. We’ll hear from MSP leaders and industry experts who’ve built repeatable sales and marketing habits that create steady demand and better-fit opportunities. From tightening your messaging and lead sources to improving follow-up and sales process, we’ll cover the practical shifts that help you win the right clients, shorten sales cycles, and start the year with momentum. Agenda What “a pipeline that converts” actually looks like for an MSP, and why most pipelines get stuck at the same point.How MSPs can attract better-fit opportunities early in the year without throwing money at ads or discounting.The small shifts in messaging and positioning that make prospects lean in, instead of asking for price straight away.What strong follow-up looks like in the real world (and how to keep deals warm without being pushy).How to align sales and marketing so you’re not doing lots of activity, but still wondering where the deals are.

    58 min

  6. 23/10/2025

    Creating a Culture That Performs: Stress Management for MSPs

    Running an MSP isn’t for the faint-hearted. Long hours, urgent client issues, and the constant pressure to scale can take a toll, not just on business owners but on the entire team. In this MSPs in Conversation session, we’re digging into the real challenges Aussie MSPs face when it comes to culture, stress, and mental well-being. We’ll look at how to build a workplace that doesn’t burn out your best people. We’ll speak with MSP leaders and experts who’ve embedded wellbeing into their operations, sharing practical frameworks that go beyond surface-level perks. From smarter resourcing and process alignment to supporting your team through change and pressure, we’ll explore how a values-driven culture can help your MSP grow sustainably, keep top talent, and create a healthier, more resilient business. Agenda The hidden costs of burnout in MSPs: How stress impacts client service, retention, and team moraleWhat well-being actually looks like in a high-pressure MSP environmentStrategies for leading by example, especially in small or founder-led teamsBuilding psychological safety into your culture: Communication, feedback, and recognitionThe role of automation and better tooling in reducing stress and reactive work

    56 min

  7. 21/08/2025

    Meeting Market Demand: The Evolution of the MSP Offering

    The MSP landscape is changing, and it’s changing fast. As customer expectations evolve and emerging technologies reshape the playing field, the question is: How is your MSP adapting to meet this demand? In the next session of MSPs in Conversation, our panel of industry leaders explores how Australian MSPs are evolving their service stacks, improving profitability, and staying competitive. This session will unpack how modern MSPs are broadening their service portfolios into high-margin offerings, and discuss where you should focus your efforts in to win and retain customers. Whether you're looking to modernise your offering, grow recurring revenue, or simply learn from peers in the industry, this session will give your MSP practical insights to take your business forward. Agenda How shifting customer needs are driving the evolution of MSP service offerings.The services that are helping MSPs stand out in a crowded market.Growing recurring revenue through smarter service packaging.Common challenges MSPs face when expanding their offering and how to overcome them.Expanding your service stack without overcomplicating operations.

    56 min

  8. 24/07/2025

    How Smart MSPs Deliver Outstanding Customer Experiences

    You’ve got the tech stack, the SLAs, and the expertise, so why are clients still churning, complaining, or going quiet? The MSP market is tough in 2025, and new customer acquisition costs between 5-25 times more than customer retention, so you can’t afford to neglect your current client base. Yet many MSPs are so focused on net new logos and the day-to-day that customer experience is an afterthought. Support is reactive. Communication is inconsistent. And that “great service” promise? It’s lost somewhere in the ticket backlog. Meanwhile, the smart MSPs? They’re turning CX into their secret growth engine, deepening client trust, driving referrals, and turning support into loyalty. Join us for an unfiltered MSPs in Conversation session as our expert panel dives into what it really takes to deliver outstanding customer experiences and how Aussie MSPs can stand out in a sea of sameness. Agenda Why today's clients expect more than fast response times and what they really value.How leading MSPs empower frontline staff to drive loyalty, not just close tickets.Simple shifts in how (and when) you engage clients that can drastically improve retention.Move beyond SLAs and CSAT and focus on experience-driven KPIs that drive real impact.Tools, tactics, and automation that let you deliver high-touch service at scale.Increasing average recurring revenue by understanding your client's business better

    54 min
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About

A show where you can listen to your peers as they talk about real-life takes and advice on how to run and grow your MSP.

Information

  • Creator
    Hosted Network
  • Years Active
    2024 - 2026
  • Episodes
    36
  • Rating
    Clean
  • Copyright
    © Hosted Network
  • Show Website
    MSPs in Conversation