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

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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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5 Ways to Avoid Losing Customers

Posted by Scott Wittstock on April 17, 2018

5 Ways to Avoid Losing Customers

As an MSP, our customers want to know that our high-tech systems are working around the clock to keep their networks secure and up to date. However, this shouldn’t be the only element to our relationships. Customers also need to know that we care about them and we’ll help their business grow by way of supporting their technology. The only way to do this is if we focus on the “relation” in “relationship.”

For some MSPs, customer relationships lack that human connection. If you’re at risk of losing customers because you’ve lost sight of the relationship, here are five ways to win them back and upkeep customer satisfaction.

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Topics: Customer Service, Client Acquisition and Management

4 Questions Your Prospects Will Ask You, And How to Answer Them

Posted by Meaghan Moraes on April 12, 2018

4-Questions-Your-Prospects-Will-Ask-You,-And-How-to-Answer-Them

At a growing MSP, engaging prospects is the fuel that will drive your business forward. But, this window of opportunity is narrow as a certain level of preparation and presentation is required to get it right. Prospects are just getting to know you—which gives you the chance to show them what your business is all about, how they’ll benefit from working with you, and that they can trust you. You’re asking them to put their business operation in your hands, after all. So, expect that they will have questions.

To prepare you for these sales conversations, we’ve collected the four most common questions prospects pose to their potential IT service provider, along with the answers that will best position you to sell. A little upfront prep can make a tremendous impression, so use these talking points to put your best foot forward and improve your sales close rates.

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Topics: Sales and Marketing, Client Acquisition and Management

What's the Best Way to Reduce Client Churn?

Posted by Lily Teplow on April 5, 2018

tracking-managed-services-satisfaction

Customer satisfaction is the number one way to ensure your continued success as a managed IT services provider (MSP)—and a customer satisfaction survey is one of the best ways to see how you’re performing. The data from a customer survey offers extremely valuable feedback, which you can funnel back into your business to improve your service offering.

However, writing an effective survey that people will actually fill out can be a real challenge. Here are a few tips for getting started.

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

How to Prepare for a Quarterly Business Review: The Weekly Byte [VIDEO]

Posted by Brandon Garcin on March 26, 2018

How to Prepare for A Quarterly Business Review

The managed services market is all about relationships, and Quarterly Business Reviews (QBRs) are a great way to stay in touch with your customers, showcase your value and identify potential cross-sell and upsell opportunities. In this episode of The Weekly Byte, we offer tips and insights to help you successfully prepare for your next QBR!

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Topics: The Weekly Byte, Client Acquisition and Management

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: Customer Service, Client Acquisition and Management

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: Business Development and Growth, Client Acquisition and Management

How to Effectively Overcome Objections When Selling Managed Services

Posted by Blake Loughran on January 3, 2018

How to Effectively Overcome Objections When Selling

Overcoming objections is a critical skill for driving new revenue, but often our least favorite aspect of selling. Think about your own buying behavior. We all offer common, socially acceptable objections in our own lives. For example, we’ve all told a salesperson, “No thanks, I’m just looking.” It’s human nature to want to avoid conflict, which is why it isn’t comfortable to handle objections but it’s absolutely critical to handle every one.

If you’re looking to increase your close rates and truly grow your IT services business this year, you need to learn how to not only handle common objections, but effectively overcome them.

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Topics: Sales and Marketing, Client Acquisition and Management

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: Business Development and Growth, Client Acquisition and Management

Understanding the MSP Sales Process Part 4: Making the Close

Posted by Blake Loughran on December 12, 2017

Understanding the MSP Sales Process Part 4: Making the Close

We’ve finally come to the end of my series, Understanding the MSP Sales Process, where we’ve been learning about the four key stages of the MSP sales process. In the first three segments, we conveyed a practical approach for generating new prospects and gathering the proper information to form proposals that gain interest. Today, we’re going to dive into how you can identify the right signals and get buy-in from decision makers to confidently close more deals.

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Topics: Sales and Marketing, Client Acquisition and Management

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