Often “the customer” of an MSP is seen as just the person with whom the collaboration has been settled. But: who has the most experience with the MSP’s products & services delivered on a daily basis? Exactly: the end user. Why then only ask the customer who signed the contract every year how he / she experiences the products & services? It is at least as important to find out how the experiences that end users have on a daily basis are assessed. What is going well, where is there room for improvement? Another important point is to find out where further needs lie. To be able to cross-sell that way.