When Vendors Solve Problems Customers Didn’t Ask For
Over the years, I have learned that when vendors start solving problems their core customers did not ask them to solve, friction follows. As an MSP owner who is active in multiple global peer groups and industry forums, I have yet to hear broad demand for remote access vendors to reinvent themselves as full RMM replacements. Most MSPs already rely on mature, tightly integrated ecosystems that combine RMM, PSA, billing, workflows, reporting, and automation. Those platforms exist for a reason. What many of us are watching instead is a shift toward more complex packaging, additional tiers, and less clarity around pricing and licensing. Simplicity was the original value. When that erodes, trust becomes harder to maintain. There is also a broader lesson here for all vendors serving the MSP community. Performance, clarity, and focus matter more than expanding into adjacent categories that customers did not ask for. Innovation only works when it aligns with real operational needs. MSPs today have more options than ever. When confidence slips, they do not rush toward a new platform. They quietly explore alternatives. I am hopeful that vendors who built their success with MSPs will continue listening closely to the community that helped them grow.