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

5 Ways to Improve Your MSP Service Level Agreement (SLA)

Featured Post

5 Ways to Improve Your MSP Service Level Agreements (SLAs)

SLAs are the foundation of your MSP business. They are essential to building strong client relationships and must be clear, reasonable and well-constructed.

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How to Increase Your MSP Sales Opportunities by Going for “No”

Posted by Paul O'Donnell on August 29, 2017

How to Increase Your MSP Sales Opportunities by Going for “No”

As a managed services provider (MSP), you’re always looking for ways to gain more leads and drive business growth. All your sales and marketing efforts may be directed towards getting that “yes” from your prospects and adding another number to your potential client tally, but what if I told you that you could have more success with going for the “no” instead.

Although this might sound like a fast track to sales failure, this strategy can help you better understand your prospects’ needs, get to the root of the problem, and increase your sales efficiency. So, whether you have a dedicated MSP sales team or are a one-man-band, here’s how you can increase your sales opportunities by going for the “no.”

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Topics: Business Development and Growth, Sales and Marketing, Client Acquisition and Management

How to Build More Profitable Client Relationships

Posted by Courtney Swift on August 8, 2017

How to Build More Profitable Client Relationships

Relationship building is a key component to any successful business, and this is especially true for managed services providers (MSPs). You’re in a services business, which means that your clients depend on you to maintain and take care of their IT infrastructures. Not only does this put a lot of pressure on you, but your clients need to feel that they can trust you—and properly cultivating client relationships is the only way you can achieve that.

From prospect, to onboarding, to customer, there are a few ways your MSP business can be effective when building profitable customer relationships. Let’s take a look at the top three:

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Topics: Business Development and Growth, Customer Service, Client Acquisition and Management

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

The Top 5 MSP Blog Posts of July 2017

Posted by Lily Teplow on August 1, 2017

The Top 5 MSP Blog Posts of July 2017

Is it just me, or is this summer flying by way too fast? I always long for those longer, lazier summer days, but as a managed services provider (MSP), you know that your line of business never gets the day off. So, to make the most of your summer and help you set up your MSP business for long-term success, we’ve gathered our most helpful and valuable blog posts from July.

This past month was full of tips and best practices to help you grow your MSP business, including how to make impactful relationships with clients, what every MSP should include in their LinkedIn profile, which cybersecurity threats you need to look out for and much more. Let’s take a look at what the month of July had to offer on the MSP blog!

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Topics: Business Development and Growth, Cybersecurity and Threat Management, Client Acquisition and Management

Understanding the MSP Sales Process Part 3: The Proposal

Posted by Blake Loughran on July 25, 2017

Understanding the MSP Sales Process Part 3: The Proposal

Welcome back to my series, where we’ve been exploring the four key stages of the MSP sales process in order to help you increase client acquisition. In our previous entries, we talked about how to tackle MSP prospecting and the certain steps you should take before and during your initial meeting. After doing your research and determining how your business can best fit your prospect’s needs, now it’s time to move onto part three: presenting and proposing your solution.

The proposal stage is crucial to the sales process because—when done right—it can ultimately compel your prospect to buy. Many MSPs will have the urge to jump into the proposal stage prematurely. However, it’s imperative that you first understand your prospects’ pain points and business objectives. If you can strategically present your services in a way that aligns with their priorities, solves their problems and helps their business excel, you’ll have a major advantage. Here are some tips on how you can make a successful MSP proposal.

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Topics: Business Development and Growth, Sales and Marketing, 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

Understanding the MSP Sales Process Part 2: Information Gathering and Your Initial MSP Meeting

Posted by Blake Loughran on June 20, 2017

Understanding the MSP Sales Process Part 2: Information Gathering and Your Initial MSP Meeting

Welcome back to my series, Understanding the MSP Sales Process, where you’ll learn all about the four key stages of the MSP sales process. In part one, I gave you actionable tips on how you can tackle the first stage—prospecting. Today, we’ll be discussing how you can use information gathering to schedule a meaningful first meeting with your prospects and build successful business relationships.

Almost every celebrated sales methodology compartmentalizes each stage of their strategy. Instead of going about it this way, MSPs need to focus on how each stage of their sales process flows into the next—all the way to the end. A well-planned prospecting strategy will inevitably produce initial meetings with new prospects. Just as the goal of prospecting is not to immediately sell a new contract, the goal of initial appointments is to gather the right information so your proposals ultimately align with your prospects’ priorities.

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Topics: Business Development and Growth, Sales and Marketing, 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: Revenue Growth and Profitability, Client Acquisition and Management

Understanding the MSP Sales Process Part 1: Prospecting 101

Posted by Blake Loughran on May 23, 2017

Understanding the MSP Sales Process Part 1: Prospecting 101

Most successful business owners agree that enforcing process is critical to maximizing efficiency in other departments; but why are so many slow to implement a formal sales process? Perhaps the sheer number of potential sales methodologies is intimidating, or perhaps their cost is a hindrance. In this four-part series, Understanding the MSP Sales Process, I’ll provide a proven framework based on common threads shared by the most popular sales methodologies. We’ll take a close look at how these steps are pertinent in the MSP industry and how to best leverage each to increase your bottom line.

In their purest forms, the most prevalent sales processes follow four chronological stages: prospecting, information gathering, proposal, and closing the deal. Each of these steps is as important as the others and will be covered in separate monthly entries. Today, we’ll focus on the first step, prospecting, which is defined as a systematic method of developing relationships that can potentially be fostered into new clients.

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Topics: Business Development and Growth, Sales and Marketing, Client Acquisition and Management

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: Business Development and Growth, Client Acquisition and Management

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