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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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How MSPs Can Effectively Prepare for the Holidays: The Weekly Byte [VIDEO]

Posted by Brandon Garcin on December 10, 2018

The Weekly Byte Episode 120

The holiday season is one of the busiest—and most hectic—times of the year. And for MSPs, the right planning can go a long way to ensure you’re not scrambling to keep things running smoothly throughout the month of December. Tune into this episode of The Weekly Byte to discover four ways to effectively prepare for the holidays!

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Topics: The Weekly Byte, Customer Service

4 Simple Ways to Show Clients You're Thankful for Them

Posted by Lily Teplow on November 21, 2018

4 Simple Ways to Show Clients You Are Thankful for Them

While acquiring new business is always important, maintaining your existing business should be a focal point as well. With the everyday grind of running your MSP business, it’s easy to forget to tell your clients how you appreciate their partnership. So, in the spirit of the Thanksgiving holiday, we’re providing you with four simple ways to show clients you're thankful for them and make them feel valued and important to your business.

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

The Top 5 MSP Blog Posts of July 2018

Posted by Lily Teplow on July 31, 2018


How do you balance customer and employee satisfaction? What common MSP mistakes should you avoid? How can you get prospects to hear your sales pitch? We answer these questions and more in our roundup of the MSPblog's most popular posts of July 2018.

See below for the top five blog articles our readers couldn’t get enough of this month!

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Topics: Customer Service, Sales and Marketing, Office 365

Partner Spotlight: How Computer Consultant Team Achieves Balance Between Customer and Technician Satisfaction

Posted by Madison Kocis & Joann Li on July 13, 2018

Partner Spotlight: How Computer Consultant Team Achieves Balance Between Customer and Technician Satisfaction

For most IT service providers, customer satisfaction and technician satisfaction seem to be in perpetual unbalance. Think of it as a see-saw; when you focus heavily on the customer side by fulfilling their every need, it may cause your internal team to feel overburdened and overworked, leading to costly turnover. On the other side, prioritizing your tech team’s needs over your customers’ could result in spotty IT support and a poor customer experience. So, what’s the key to achieving balance between the two?

Fortunately, one successful MSP has it all figured out. Joe Nardone, President of Computer Consultant Team (CCT), recently sat down with Madison Kocis and Joann Li, two Sales interns from Continuum’s Cranberry Office, to discuss how CCT leverages Continuum’s transformative platform to increase satisfaction for both its customers and its employees.

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Topics: Partner Success, Customer Service, Workforce Optimization and Employee Retention

4 Signs It’s Time for a Help Desk Partnership

Posted by Joseph Tavano on May 30, 2018

4 Signs It’s Time for a Help Desk Partnership

At a certain point in the growth of an MSP’s business, there comes a time where the demand for client support outpaces the time (and profitability) of existing MSP resources, ultimately resulting in the need for Help Desk capabilities.

But how should MSPs acquire these capabilities? There are a number of options available, from acquisition to partnership to building it out oneself. However, out of all these options, a partnership with an experienced Help Desk vendor can provide some of the best margins and ROI. Meanwhile, an acquisition can put a business into debt it may never recover from, and building out an in-house help desk solution can lead to skyrocketing general & administrative (G&A) expenses that may make business growth increasingly unprofitable.

So, when is it time to partner for Help Desk services? Here are four signs your MSP business may be ready.

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Topics: Help Desk, Vendor Management, Customer Service

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: Client Acquisition and Management, Customer Service

What's the Best Way to Reduce Client Churn?

Posted by Lily Teplow on April 5, 2018


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, Client Acquisition and Management, Customer Service

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

How to Deliver Outstanding Customer Service

Posted by Lily Teplow on December 21, 2017


If you’re going to maintain a steady flow of monthly recurring revenue, you need to build long-lasting business relationships with your customers. Great customer service is key to making this happen, yet many IT service providers struggle in this area. So, how can you take your customer service from just average to word-class?

I recently sat down with Phil Holbrook, Help Desk Technician at Continuum and winner of HDI Steel City's Desktop Support Technician of the Year award, which is given only to those who have gone above and beyond for their company and for their customers. We discussed the importance of customer service and the strategies IT service providers can put into practice to enhance their own customer service levels. Keep reading to discover Phil’s top tips for customer service success!

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Topics: Customer Service, Help Desk

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

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