You will hear professional investors (such as Private Equity people) talk about “Total Addressable Market” (or TAM). This is the number of potential customers that fit your Target Customer Profile within the geographic range that you cover. You will also hear them talk about “The Law of Large Numbers.”
This “law” says, if the TAM is big enough, even winning a small percentage of it will enable the company to attain the goals of its Value Creation Strategy. Professional investors tend to like this condition - since getting a smaller market share is easier and more likely than getting a larger one - thus the investment is more likely to succeed. Let’s find out if your TAM can support your value creation goals as a Managed Services Provider (MSP), and whether there’s room in the market for everyone.
What follows applies to all markets worldwide, though our previous article about TAM, in our Q1-2018 newsletter, “When and How to Open a 2nd, 3rd, 5th or 10th Office,” used the Louisville, KY metropolitan area1 as our example.
It’s important to note that the other 75% of firms in the 26-100 employee size range will spend about the same amount - $75,000,000 – on IT. However, the higher growth, higher profit and better differentiated OML 4 MSPs will ignore these companies. The reason why is self-evident: each of these firms spends about 1/3 as much per year on IT ($75,00,000 divided by 1,766 firms).
That alone would make them unprofitable to do business with. Include in the equation that these firms tend to be more price sensitive, want to buy more on an a la carte basis, cross-shop product and Service providers and want to weigh in on IT operating decisions more often, and you can see why MSPs who are focusing on a win/win relationship, avoid them.
We now see that the TAM in Louisville is $75,000,000. How does the Law of Large Numbers factor into this? It already has, to a significant degree:
A prudent investment analysis, however, would consider we will only win a fraction of even that narrowed population. Let’s say, then, of 25% of companies in the 26-100 employee space, we win only 15%. That is, only 15% of the 588 “win/win” style customers:
We have won only 88 customers. That’s only 3.7% of the companies in Louisville with between 26 and 100 employees. That’s only 4/10th of a percent of the 22,522 companies in the Louisville metro area. Therefore, we can be comfortable the Law of Large Numbers applies to this investment analysis.
Let’s say that our value creation goal is to create a company that can be sold for $10mm. Can we do that in Louisville, pursuing SMB customers? Or, do we need to add or move to another market and/or pursue larger (or smaller) customers?
We now know if we’re in the Louisville market, we can safely conclude that with a strenuous but accomplishable piece of work, we can build an $11mm SMB-focused Managed Services firm. Because we’re at OML 4, we’re charging about $175/user/month, getting our share of the product and projects (i.e. all of it) and we’re at Best-in-Class (top quartile) profitability – about 18.5% adjusted EBITDA3.
What would be the value of my company, having won the 88th customer? We can’t predict the valuation multiples in the future, but we can extend 2017 valuation multiples4 forward to play “What if?” Those of you who subscribe to SLIQ™, our Operational Maturity Level improvement app5, have access to our exclusive Solution Provider Value Creation Planner™ tool. It helps you plan your value creation approach in 5-year increments.
Here’s what it says about our Louisville scenario:
Our $11mm MSP is generating about $2mm in adjusted EBITDA – an attractive asset indeed, in today’s market. The valuation summary is in the bar chart in the upper right corner. Using 2017 multiples as a very simple, rough and approximate method of valuation, we can see that, on an EBITDA basis, the firm might be valued at nearly $17mm and on a Revenue valuation, perhaps about $9.6mm. The average of these two approximate valuations is, then, about $13.2mm. Using the TAM and Law of Large Numbers methods employed by professional investors, we can reasonably conclude we can attain our Value Creation Strategy of $10mm in stock value.
But is five years a reasonable time frame?
Let’s say that, today, we’re an average SMB MSP. That means:
Based on this, the Solution Provider Value Creation Planner tool in SLIQ tells us our current stock value is about $3.1mm. Can we get to our goal of $10mm in value in five years?
We know we need year 5 to be $11mm in Revenue, which means 88 TCP customers versus our current 53 TCP customers. That’s about 2.4 times higher Revenue, but only about 1.7 times as many material customers, all within our TCP. We also need to be at Best-in-Class Adjusted EBITDA % (that is, 18.5%) not the median 8.5% we’re at today.
Clearly, we’re going to need to raise prices. Today we’re at about $125/user/month plus product and projects. The OML 4 MSPs are, as we’ve seen, at about $175/user/month plus product and projects. Today, our average customer within TCP has about 22 users. We’re going to need to get that to about 40 users.
The Solution Provider Value Creation Planner in SLIQ tells us this will have to be our five-year sales ramp, if we’re going to hit that $13.2mm in value:
The green line shows the number of in-TCP accounts we will have to have to attain our value creation goal. How reasonable is this ramp?
Well, we have one Sales person today. A solid SMB Managed Services Sales rep, with good self-lead generation, supported by good marketing, can close about 1 deal per month. If we assume that we add a second Sales rep along the way, the Solution Provider Value Creation Planner in SLIQ tells us the pair of them should be able to get us where we need to be, in five years:
The chart tells us that each sales rep basically needs to close one deal a month – slightly less actually – for us to attain 88 TCP customers (and taking into account reasonably low customer attrition) in five years. That seems doable if we work hard at it.
What do we need to accomplish in terms of average customer size and fee/user/month? The Solution Provider Value Creation Planner in SLIQ tells us we do indeed need to raise our average users-per-account from 22 to 40 users – without any one account exceeding our 100-user TCP top end. That seems doable if we work hard at it.
It also tells us we need to get our average fee/user/month from our current OML 3.4 pricing of about $125 to $164, not quite to OML 4 levels.
We know the OML 4-ish folks are accomplishing substantially this in every market. So, we’re going to have to sharpen our lead generation – indeed turn it into demand generation. We’re going to have to sharpen our expression of value – probably by becoming more vertically focused at least to some degree and possibly exclusively. We know we’re going to have to get even more disciplined about selling the “full-meal deal” and about cross-selling everything we do to every one of our customers. That does seem doable if we work hard at it.
This Value Creation Strategy seems viable. We know we’re going to work hard anyway, so we might as well do it the high OML way.
Note, however, it ends year 5 with $13.2mm in value. While that would be wonderful, our goal was $10mm.
Adjusting the Solution Provider Value Creation Planner downward from $13.2mm to a $10mm stock value goal, we find our fifth-year Revenue needs to be just below $10mm (not $11mm) and the number of win/win, TCP customers needs to be 66 not 88. This means that, including reasonable account attrition, each of our two Sales reps needs to close only about six deals a year, not 10 or 11.
We’ll take the $10mm as our most-likely case, and set $13.2mm as our stretch goal.
Because our best data is about the U.S., we’ll focus there. The ratios we have been using, can be applied reasonably safely to other countries, as well.
If we look at the 26-100 employee TCP across the 917 metropolitan and micropolitan areas tracked by the U.S. Census Bureau, and apply the same ratios noted above, we believe the TAM for SMB Managed Services in the U.S. is about $50bb, including recurring Revenue, product resale, and project Revenue. For example:
The $50bb nationwide, is from win/win customers – the 25% of SMB companies that want your fully-managed package and will pay a fair price for it.
There is probably another $50bb available from the 75% of SMB companies who will only engage in a win/lose arrangement (and whom you should ignore). As we have discussed, MSPs at higher OML focus solely on these win/win customers and only on selling their fully-managed package; these are key reasons they grow the fastest and have the highest profitability.
With $50bb in TAM and if every MSP attains $10mm in Revenue, then there is “room” in the U.S. for about 5,000 well-performing MSPs of that size. There are probably about 15,000 MSPs in the U.S. today. The majority are well under $10mm in Revenue; in fact, the majority are under $5mm in Revenue.
It’s unlikely that sub-$10mm MSPs (or even sub-$1mm MSPs) will disappear completely. It’s even less likely that, in 20 years’ time, there will be only, say, 500 SMB MSPs each averaging $100mm in Revenue. But it is likely there won’t be 15,000 SMB MSPs.
Managed Services are similar to other professional Services –physicians, accountants, attorneys-at-law and so on – in important aspects of how they are sold, managed and delivered. For the same reasons there are not just a few large accounting firms or law firms, Best-in-Class SMB Managed Services will always have thousands of providers.
As we noted above, the TAM for SMB Managed Services, is huge. Additionally, we fearlessly predict that:
Yes, in five years’ time, in 10 years, in 20 years, you’ll be offering a much-evolved array of Services, but smart customers will still be relying on thousands of MSPs – or whatever they’ll be called at the time – to help advise on and operate their digital existence.
Service Leadership is dedicated to providing total profit solutions for IT Solution and Service Providers, directly and through industry consultants and global technology vendors. The company publishes the leading vendor-neutral, Solution Provider financial and operational benchmark: Service Leadership Index®. This includes private diagnostic benchmarks for individual Solution Providers and their business coaches and consultants. The company also publishes SLIQ™, the exclusive web application for partner owners and executives to drive financial improvements by confidentially assessing and driving their Operational Maturity Level™.
Service Leadership offers advanced peer groups for Solution Providers of all sizes and business models, and individual management consulting engagements for Solution Providers from US$15mm to US$3bb in size worldwide. In addition, Service Leadership provides global IT vendors with advanced partner enablement assets, partner ROI models, management consulting and advanced peer groups, as well as executive and industry best practices education and speaking. Please visit www.service-leadership.com for more information.
Notice: All materials published (electronically or print) by Service Leadership are proprietary and subject to trademark and copyright protections, regardless of where and how it is sourced. The terms and concepts of SLIQ™, Service Leadership Index®, (S-L Index™), Predominant Business Model™ (PBM™), Operational Maturity Level™ (OML™), Normalized Solution Provider Charts of Accounts™ (NSPCoA™), Total Cost of Managed Services™ (TCMS™) and Service Factory™ are proprietary to Service Leadership, Inc. All Rights Reserved.
1 Louisville is the 45th largest population metro area in the United States, and, across the globe, is approximately the 250th largest metro area.
2 The per-user fee goes up as the number of employees goes up. Meaning, the per-user fee is higher in mid-market customers, and higher still in enterprise customers. For a fully-managed offering in the 10,000-user size range, for example, the fee per end user is about $448/month.
3 Earnings Before Interest, Taxes, Depreciation and Amortization after the owner(s) take(s) fair market compensation for the job they do in the company, from the income statement (not the balance sheet).
4 The tool is updated with approximate multiples annually.
5 A one-year, 5-user subscription to SLIQ, with more than 30 OML Traits and many exclusive best practices tools and assets for Solution Providers seeking top quartile growth, profitability and stock value, is US$5,770.00 (price effective June 2019). Go to www.service-leadership.com/SLIQ for more information or to subscribe.
Service Leadership, Inc.
5800 Granite Parkway, Suite 460
Plano, TX 75024