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Why Properly Documenting Non-Technical Conversations and Decisions is Essential

<p>If you’ve read any of my articles, you’ve probably guessed there’s a theme running through many of them—that theme is “setting expectations.” If you’re good at setting expectations with your customers, your business should benefit.</p> <p>An often overlooked, but vital, part of setting expectations is documenting those discussions. Some of the discussions can have significant … [Read more...]

Should You Give Your Clients Gifts Over the Holiday Season?

<p>When I owned my managed services provider (MSP), I made a special point to thank my clients for their business every year. This came in the form of holiday cards and gifts since it’s a simple way to say thank you at the end of the year. Showing customer appreciation is crucial in the MSP business because it helps build long-term customer relationships.</p> Read More … [Read more...]

6 Clues A Customer May Not Be Right for You

<p>Many customers have wizened up to the realities of cybersecurity threats and are leaning on managed services providers (MSPs) to help keep them and their data safe. As a result, the pool of responsible, high-quality customers is growing.&nbsp;</p> <p>But what should MSPs do with their problem customers? Deciding what to do is a hot topic for MSPs right now. With the market … [Read more...]

5 Tips to Staying a Motivated MSP Owner

<p>Staying motivated as the owner of any business can be a challenge. When you own an IT business, it can be even harder. &nbsp;</p> Read More … [Read more...]

Why You Need to Keep a Close Eye on Your Customers’ New Hires

<p>One of the many things you regularly contend with as a managed services provider (MSP) is adding your customers’ new hires. When a customer hires new employees, you have to initiate several processes, such as&nbsp;setting up email addresses, adding computers, and creating user accounts, just to name a few.&nbsp;</p> Read More … [Read more...]

Managing Your MSP across Different Time Zones

Running any business across multiple regions can be problematic. Whether you run an internal IT department or provide outsourced IT services to clients with end users in multiple regions and time zones, the challenges are real. What can you do to manage this and ensure you deliver the best service across those varying zones? Being available Read More … [Read more...]

Recognizing the Red Flags of Customer Churn

<p>Earlier this year, we did some <a href="https://www.solarwindsmsp.com/about-us/press/press-releases/new-report-…; target="_blank">research on churn and managed services providers</a> (MSPs).&nbsp;&nbsp;We were staggered by the statistics that in North America, for every four customers gained each month, the average MSP lost three. Read More … [Read more...]

How to Encourage Your Techs to Document Properly 

<p>Documentation is important to any business. To managed services providers (MSPs) it is even more so. Read More … [Read more...]

Building a Referral-Based Sales Funnel 

<p>The Achilles heel of many IT service providers is sales and marketing. For quite a while, providers have been able to grow organically through word-of-mouth referrals mostly due to the lack of coordinated marketing efforts in the IT sector. However, as more entrepreneurs enter the market with dedicated marketing staff, getting referrals has become more … [Read more...]

The Role of Security in the Sales Process

<p>It is no secret anymore that the number one reason customers leave their current IT provider is due to a security issue. Therefore, as we are prospecting for new customers a good percentage of them will be looking for a more security conscious managed services provider (MSP). For this reason, our approach to selling IT services needs to be more security focused than … [Read more...]