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Empowering Your MSP Business to Grow and Prosper—One Post at a Time

The-Ultimate-Guide-to-Success-in-Managed-IT-Services


Featured Post

The Ultimate Guide to Success in Managed IT Services

What are the fundamentals to building a profitable managed IT services business? Keep reading to discover the four key ingredients for success.

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Nicole Hunter Hart

Nicole is a passionate Customer Success leader specializing in cross-functional programs to drive an elevated customer experience and promote customer retention and revenue growth. In her role as Senior Manager, Partner Success Programs at Continuum, she leads strategic efforts across the organization centered around bringing our partners’ voice into every interaction for a customer centric approach. She does this via Voice of the Partner, Partner Survey programs, advisory councils, and customer lifecycle optimization initiatives. In her spare time, Nicole enjoys reading, interior decorating, catching the latest superhero movie, and traveling to new locations.

Recent Posts

Turning Executive Business Reviews Into New Revenue Opportunities

Posted by Nicole Hunter Hart on April 25, 2018

Turning Executive Business Reviews Into New Revenue Opportunities

As referenced in my last installment, Executive Business Reviews (EBRs) aid in driving awareness, communication, and reinforcing trust when expansion opportunities arise in your client base. With this foundation of how to deliver a highly effective EBR, it’s time to take things a step further to better engage with your clients and create meaningful relationships and mutually beneficial outcomes.

Executive business reviews should deliver both information and value to your clients in a clear, concise manner. Clients should leave the meeting with a better understanding of the work you’ve been doing to keep their business running efficiently, as well as the areas where you can help them improve. This is a delicate balance, so you must do your research prior to the meeting to be successful at capturing new revenue opportunities that are presented.

Focus on the following key items to help you achieve your goal.

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Topics: Business Development and Growth, Revenue Growth and Profitability

The 5 Fundamentals of an Executive Business Review

Posted by Nicole Hunter Hart on March 15, 2018

The 5 Fundamentals of an Executive Business Review

Welcome back to my blog series dedicated to customer management and retention. Each post in this series will help you better engage with your clients to retain and grow your business through meaningful relationships. One of the best ways to create these strong business relationships is to maximize the impact of your touchpoints. By communicating the right information, at the most important time, you’ll be able to continuously demonstrate the value of your services.

To tie these concepts together, I’m going to focus on a particularly important touchpoint: The Executive Business Review (EBR). When presented to your clients, EBRs can drive increased awareness, communication, and ultimately reinforce trust when expansion opportunities arise. Keep reading to discover the fundamentals of an Executive Business Review and how you can optimize your next client meeting.

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Topics: Business Development and Growth, Client Acquisition and Management

Retention Tips: How to Show Your Clients the Love

Posted by Nicole Hunter Hart on February 14, 2018

Retention Tips: How to Show Your Clients the Love

When it comes to successfully managing client relationships, there are four key principals: making your client feel important to your business, demonstrating you understand their business and needs, helping them succeed in their goals, and lastly, committing to a long lasting, mutually beneficial relationship. These are the core tenets that will assist you in developing more profitable relationships and showing your clients the love!

In the spirit of Valentine’s Day, we’re going to add a bit of hearts and flowers into this post and talk about how you can leverage your value and knowledge of the IT landscape to communicate more efficiently and effectively. Hint: it’s not about getting clients flowers or chocolates, but simply showing them you have their needs taken care of.

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Topics: Client Acquisition and Management, Customer Service

Setting the Stage for Lasting Client Relationships

Posted by Nicole Hunter Hart on January 10, 2018

Setting the Stage for Lasting Client Relationships

Clients are arguably the most important aspect of a managed IT services business. After all, they’re the ones who keep the lights on. Therefore, it comes as no surprise that client management and retention might be a major focus area for 2018. In my previous series, we learned how to properly onboard your new clients. Now, I’m authoring a new series that’s designed to help you not only manage new clients, but successfully delight and retain them.

Throughout this five-part series, I’ll cover the basics of client management and retention, the fundamentals of executive business reviews, how to uncover new revenue opportunities in your executive business reviews and how to manage client risk. Each post in this series will deliver rich information on how to achieve success with your clients, what benefits you will see along the way and tools and tips to help you in your journey of increasing your worth to clients.

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Topics: Client Acquisition and Management, Business Development and Growth

Your 2018 Business-Wide Success Guide | Part 3: Driving Client Satisfaction

Posted by Nicole Hunter Hart on December 13, 2017

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For any service provider business, client satisfaction is the key currency. Not only is it essential to your business’ success, it impacts your top and bottom line as well as your ability to onboard new clients. Keeping a pulse on client sentiment offers insight into your operational efficiency and overall business experience. So, how can you ensure that your clients are content with your IT services? 

This series is designed to help you plan for and achieve success in 2018. Each post digs into a specific department of your business, helping establish a success plan with useful and tangible strategies. In the previous post, we discussed how you can generate more sales opportunities to fuel business growth. Today, we’ll learn how to successfully retain existing clients, attract new ones and make client satisfaction a driver for your MSP business.

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Topics: Client Acquisition and Management, Business Development and Growth

Where's the Achilles Heel in Your Client Onboarding Process? [QUIZ]

Posted by Nicole Hunter Hart on September 27, 2017

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Welcome back to the last installment of my blog series focused on helping you increase your client retention and revenue through onboarding best practices and strategies! Throughout this series, we’ve discussed how to analyze your onboarding journey from the client’s perspective, demonstrate your value from day one, properly set expectations with touchpoints, and overcome common onboarding challenges. If you’ve been following along, you’re well on your way to building long-lasting, profitable relationships with your clients. However, for those of you who still struggle with low client retention rates or decreased client satisfaction, it’s time to uncover where the weak points are in your client onboarding process.

By taking the short quiz below, you’ll be able to better understand where your strengths are in your onboarding process and where there may be some gaps. I will then provide you with the resources you need to start making improvements, optimize your onboarding process, and accelerate your retention and growth rates. Let’s get started!

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Topics: Client Acquisition and Management, Business Development and Growth

Common MSP Onboarding Pain Points (and How to Tackle Them)

Posted by Nicole Hunter Hart on August 3, 2017

Common MSP Onboarding Pain Points (and How to Tackle Them)

Welcome back to my blog series, where we’ve been discussing how you can enhance client engagement and increase revenue and retention through onboarding. I hope you’ve enjoyed our journey through onboarding so far and have picked up a few key takeaways throughout the series to aide you in increasing client retention and satisfaction. In a previous post, I talked about the importance of interacting with clients to create a thoughtfully-crafted experience and build the foundation for a long-lasting relationship. To build upon this, let’s dig into some common onboarding pain points and then take a look at how MSPs like you have successfully overcome them.

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Topics: Business Development and Growth, Client Acquisition and Management

5 Important Onboarding Touchpoints Every MSP Should Know

Posted by Nicole Hunter Hart on July 6, 2017

5 Important Onboarding Touchpoints Every MSP Should Know

When bringing on a new client, the first 90 days is the most crucial period in ensuring their success with your IT services. If you’ve been following along with my blog series, you’re already well on your way to optimizing your MSP onboarding process. In my first post, you asked and answered five critical onboarding questions to provide important insight into your client onboarding experience. In post number two, we embellished on your learnings to create a client onboarding journey to help you visualize the end-to-end process and identify areas of improvement. Now, it’s time to talk about impactful touchpoints during client onboarding that are not to be missed.

Let’s take a deep dive into how you can properly set expectations for a successful start to your partnership—starting with these five important onboarding touchpoints.

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Topics: Business Development and Growth, Client Acquisition and Management

How to Demonstrate Your MSP Value from Day One

Posted by Nicole Hunter Hart on June 1, 2017

How to Demonstrate Your MSP Value from Day One

As the saying goes, you only get one chance to make a first impression. For the average managed services provider (MSP), that chance comes once your client signs on the dotted line. Managing the client onboarding stage is a must, because once this process begins, your client sees your service delivery team in action for the first time. Do it right, and you will quickly establish trust and confidence. Get it wrong, and your client relationship may be short-lived.

Client retention is an essential component of being a successful MSP. In essence, this is why I’m authoring this client engagement series; to help you increase your retention and revenue through onboarding strategies and best practices. In my previous post, I left you with five important questions to consider from your client’s perspective. Let’s take a deeper look at how this exercise can help you set the stage for long-term success with a new client from the outset of your onboarding process.

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Topics: Client Acquisition and Management, Revenue Growth and Profitability

What Is Your Client Onboarding Experience? (Hint: If You Don't Know, You're Doing It Wrong)

Posted by Nicole Hunter Hart on May 4, 2017

What Is Your Client Onboarding Experience? (Hint: If You Don't Know, You're Doing It Wrong)" class="hide" width="638" title="What Is Your Client Onboarding Experience? (Hint: If You Don't Know, You're Doing It Wrong)

Did you know that it is six to seven times more expensive to acquire a new customer than it is to retain an existing one? As a managed services provider (MSP), you know this first hand. Finding and closing a new client deal takes time and money, and that’s before you’ve even factored in onboarding! Many businesses are under the impression that acquiring and adding new clients is what keeps them successful. While this is a factor, in reality, a long-term client is of much more value than a single-deal client. When you focus your attention on existing clients and retaining them for a longer lifecycle, you’ll be able to build a revenue foundation that is more profitable and predictable. Let’s take a deeper look into how you can do just that.

I’m writing this new blog series in the hopes of helping you increase your client retention and revenue through onboarding best practices and strategies. Throughout the series, you will learn how to analyze your client journey from the client’s perspective, effectively structure your onboarding experience for maximum impact, successfully demonstrate your value and set the stage to build lasting client relationships by leveraging a customer-centric model. Each post in this series is designed to build upon the previous, so be sure to come back regularly as we provide you with top tips for enhancements, homework questions to consider, and helpful templates to aide in elevating your client onboarding journey.

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Topics: Client Acquisition and Management, Business Development and Growth

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