In this episode, we sit down with Peter Kujawa, VP of Service Leadership at ConnectWise, to explore why so many MSPs are unknowingly losing money on the clients they've had the longest, and what the data says about fixing it.

Peter brings 21 years of MSP benchmarking experience through Service Leadership Inc., tracking financial and operational performance across hundreds of managed service providers worldwide every quarter.

In this conversation, recorded live at IT Nation Connect Europe in London, he shares what separates the most profitable MSPs from the rest, and why the gap almost always comes down to pricing, not technology.

If you run or lead a Managed Service Provider and want to understand what the benchmarking data actually shows about growing revenue from your existing customer base, this episode is essential listening.

⸻

What you'll learn in this episode:

• Why pricing is the number one gap between high- and low-performing MSPs

• How to analyse profitability per customer, not just in aggregate

• Why the land-and-expand strategy works less than 20% of the time

• How to attract strategic buyers and filter out price-point buyers

• The 15-customer rule for adding new products without breaking your service factory

• Why nobody has cracked AI recurring revenue for MSPs yet, and what to focus on instead

⸻

Peter Kujawa is VP of Service Leadership at ConnectWise, leading the benchmarking and peer group division that has tracked MSP profitability across 10 business models worldwide for 21 consecutive years. Before joining ConnectWise, Peter ran his own MSP for 11 years — not as a technician, but as a turnaround CEO with a background in sales leadership and law.

Find Peter on LinkedIn: https://www.linkedin.com/in/peterkujawa

⸻

Harvest is a podcast for growing MSPs and IT service providers who want practical strategies to improve their business without relying solely on net-new customers. Each episode features conversations with industry leaders, founders, and operators sharing real-world insights from inside the managed services industry.

⸻

👍 If you enjoyed this episode, like, subscribe, and share with other MSP leaders.

🌽 More from Harvest: Subscribe for regular episodes on growing revenue from your existing MSP customers.

🎧 Full episode + extras: https://www.salesbuildr.com/podcast

🔗 Follow Harvest on LinkedIn: https://www.linkedin.com/company/harvest-the-msp-sales-show/

Sponsored by Salesbuildr — automated, systemised quoting and proposals for Halo, ConnectWise and Autotask: https://www.salesbuildr.com