Peter Kujawa: Stop Losing Money on Your Oldest Clients
Peter Kujawa, VP of Service Leadership at ConnectWise, on 21 years of MSP benchmarking. He covers pricing, why land-and-expand fails for many providers, and referrals from clients you already serve well.
- → Pricing as the gap between stronger and weaker MSPs
- → Land-and-expand clients you will not keep
- → Referrals from clients you already serve well
- → Margin, and what automation can change
What You’ll Learn From This Episode
“The number one difference between the most successful MSPs and the least successful MSPs in their managed services practice is pricing.”
06:15 · Peter Kujawa“It’s a dream client - but it’s a dream client you’re not going to have for long.”
07:10 · Peter Kujawa“About 70% of your new client acquisition sales will come from referrals. So if you’re doing a good job for your clients and asking the question, you’re going to find that.”
17:20 · Peter Kujawa“It’s a deeply alluring concept. It’s the precious ring in Lord of the Rings. We should chase this thing - but you will chase it to your detriment.”
35:45 · Peter Kujawa“Best in class gross margin on managed services today is about 48%. I think the opportunity is there to take that to 60, 65% through automation.”
41:30 · Peter KujawaPeter Kujawa
Peter Kujawa
VP, Service Leadership, ConnectWise
Peter Kujawa ran his own MSP for 11 years - not as a former tech, but as a turnaround CEO with a background in sales leadership, law, and fintech. He joined ConnectWise four years ago to lead Service Leadership Inc. (SLI), the benchmarking and peer group operation that has tracked MSP financial and operational performance across 10 business models worldwide for 21 consecutive years. SLI is the data infrastructure behind IT Nation Evolve peer groups - every member submits quarterly financial and operational data, giving the platform an unmatched view of what drives profitability, growth, and churn across the MSP industry. Peter has sat with this data long enough to know which instincts get MSPs into trouble, and he’s direct about naming them. In this episode, recorded in person at IT Nation Connect Europe in London, he brings that data to bear on pricing, buyer segmentation, white space, new product rollout, and the AI opportunity - without the hype.
Connect with Peter on LinkedIn →Ready to Unlock Revenue From Your Existing Clients?
See how Salesbuildr’s whitespace analysis turns the strategies from Harvest into a repeatable, automated process.
Book a demo