There are many tools and best practices out there to streamline, and automate technology conversations with RMM integration, ticket reports and asset management functions. The reason is that as most MSPs by starting their QBR processes they simply try to run faster to the wrong direction. The common mistake we see is they try to streamline a technology focused tactical conversation (important for them) rather than elevate themselves with strategic-business focused QBRs (important for clients). Let’s see the 3 reasons why it is the case, 3 impacts taxing these MSPs and the 3 steps to fix this quickly.
Recent posts by Denes Purnhauser
5 min read
3 min read
Most MSPs enjoy great personal relationships with office managers and technical contact people because of their regular work together. As executives are not part of the operation it is very important to know them better, understand them better and build strong relationships with them through the only touchpoint you have: Quarterly Business Reviews.
In this article, we check the 8 most important areas you can cover with your executives to get more engagement.
7 min read
If you’re an MSP doing Quarterly Business Reviews / Business Strategy Reviews / Technology Business Reviews or anything along those lines, you might have noticed a chronic hurdle: it’s impossible to wrap a process around them that has traction for more than a few quarters. Thus it’s hard to make those productive, engaging, and repeatable. The result is either an ever broken process or the owner of the MSP is stuck in these meetings and prevented from focusing on more strategic work.
6 min read
The vCIO or Virtual CIO (virtual chief information officer) term was popularized in the managed services industry to initially differentiate one MSP from another by adding higher-level management practices to their services.
The term has been overused and without a lack of an accepted definition, certification or agreement across the industry the term has lost its original meaning. As any MSP could claim to provide vCIO services it is no longer the main differentiator. Meanwhile, the service provided by vCIOs has become more relevant than ever.
That is why most MSPs have their own terminology for the vCIO role such as digital advisor, digital consultant, business technology advisor, and so on.
6 min read
The currently dominant sales processes aren’t able to generate enough leads nor provide proper differentiation for MSPs. This undermines any chance for predictable growth. When they aren’t able to win new business in a predictable way, managed services providers can’t grow, develop new services, hire the ‘A’ players, develop internal processes or scale. The root problem is that the current transactional (the client is looking for an IT provider) and solution (IT Infrastructure or NIST Cybersecurity Assessments) sales models are reactionary. These methods assume that the client understands the problem and has a pretty good idea of the solution they’re looking for. These models don’t enable the managed services provider to elevate the message, educate the client about what’s important, differentiate the MSP’s offering, set proper expectations, or start a conversation without a buying intent. The IT consultative sales process does all of that and thus provides far more predictability.
9 min read
If you are reading this blog, it’s likely that you’re the best managed IT service provider in town, you have the most mature offering, hire and train the best people, and have the best internal processes an MSP can imagine. However, it’s also probable that your sales are just not at the level you want them to be. You are not alone. Even the best MSPs have issues with sales. But underperformance in sales is only one symptom of the problem. The root cause is that your sales are not predictable, and this leads to all sorts of issues. Let's dig into the cause, then see what you can do, then develop a plan to make this happen!
4 min read
I have long been a huge podcast fan. I listen when I drive, hike or while working out, but I had trouble finding something great to share with our MSP community. I told this to Adam Walter about a year ago and he took up the challenge. Now after hearing the 7th episode of his Humanize IT podcast, I decided to put out this blog for our audience to make sure the word got out. I love this new voice and narrative about how to differentiate, how to serve and how to run an MSP of the future. He has been interviewing the most forward thinking MSP leaders about how to make IT more human, how to drive great conversations and how to deliver business value to clients.
Check out the latest episodes here. Thanks to Adam for doing this for the community!
15 min read
Quarterly Business Reviews are tricky. Some clients are not engaged with your QBRs and require a different approach, some clients don't justify the time spent on a QBR every quarter, and some clients are more mature and need different reports, even some demanding complete technology roadmaps and updates...do you need a custom QBR template for each client?! If there's no one fit-for-all QBR process or template it seems that scaling Account Management and vCIO is going to be near impossible, since every client is different.
In this article we show you a method to assess the complexity of your QBR needs and the time you can afford to run those meetings. Then we introduce three different types of QBRs with all the major agenda points, and we'll show you how those QBRs look in an example.
4 min read
The two most prevalent trends in client engagement are the increased frequency and remote delivery of meetings. We see, however, another trend that may surprise you, and its impact is as significant in your client meetings as in your sales meetings.
The power of the traditional printed collaterals, pdf reports, and personal influence is fading from future decision-making processes. This trend shows that your client executives and prospects might be making strategic decisions sitting on the toilet….
I do not want to bury the lead. Our tool is used to prepare, deliver and follow up important client meetings. We measure engagement with shared reports and we’ve just found out that the majority of follow-up items from client meetings such as QBR Reports, Strategy Reports, and Sales Proposals are opened on mobile devices.
This shows not just a surprising shift in engagement, attention span, information processing and decision making in general, but should send a wake-up call for every client-facing employee: the way to win deals, approve projects and upgrade contracts is not just doing the same thing in zoom.
Every account manager, vCIO and sales executive should rethink how their processes can help them succeed not just in the next 30-60 days but the years to come.
Here are 6 quick tips to think about in this new era of decision making:
3 min read
The narrative is about to change now. With the recession coming only high-value and proven partnerships are going to last. All fat is going to be on the chopping block. High-value strategic relationships with technology providers will be critical for all organizations. In this blog I teamed up with Rich Anderson to probe some thoughts on the opportunities and conduct a practical walkthrough with inspiration on how to actually do it.
3 min read
We are currently living through a period of uncertainty we'll never forget. We are going to go through this together. Like many of you, we are trying to do what we can to help our customers and the larger community navigate this challenging time. Here are details on plans that will hopefully help, as well as a sincere ask from us for your input on what more we could do.We are adding free tools, upgrades, solution sets, partner help, new functions, community access and self-help materials to help you to recession proof your MSP! Here are the details
Topics: Managed Services Platform
6 min read
Communication is everything now. You can leverage two tools to communicate clearly your clients and prospect's readiness for remote work. A COVID-19 Remote Work Readiness Audit and a COVID-19 Remote Work Readiness Self Assessment help regain your relevance to your clients and prospects. Demonstrate clarity, direction and professionalism with clear communication.