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Hot Data with Peter Kujawa: The Link Between High Profitability and Happy Customers

Peter Kujawa  (VP & GM, Service Leadership Inc.®, A Connectwise Solution)

Location: Keynote Room, Building C, Level 3, Georgia Ballroom 1

Date: Tuesday, September 17

Time: 3:05 pm - 3:15 pm

Pass Type: Expo + Keynote Pass, Summit Pass

Session Type: Keynote

Vault Recording: TBD

Everyone talks about the importance of high customer satisfaction along with the value of focusing on the customer experience. Customer experience is the feel-good business phrase of the moment but channel leaders wonder about the ROI of such activities. There has been little data on the link between company performance and high customer satisfaction—until now. In this fascinating session, channel veteran Peter Kujawa will explore the link between MSP profitability and happy customers. Kujawa, who leads Service Leadership, a ConnectWise solution, will share new data from the 2024 Service Leadership Annual Industry Profitability Report that compares customer Net Promote Scores (NPS) scores with MSP profitability. One warning: too much of a good thing may cost your business. Attendees will gain insight into why having customers that are too happy can actually hurt gross margins. This is information you don’t want to miss.