15 min read

How to craft a perfect QBR Process

By Denes Purnhauser on Apr 23, 2020

 

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.

Topics: vCIO Managed Services Providers MSP IT Account Management IT Client Engagement QBR Quarterly Business Review
4 min read

How to help executives make strategic decisions in the bathroom

By Denes Purnhauser on Apr 15, 2020

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:

Topics: vCIO IT Account Management IT Client Engagement QBR Managed Services Platform
6 min read

Why the better MSPs work the less perceived value they have

By Denes Purnhauser on Mar 10, 2020

For a while after our session with Sea-Level something was bugging me. We pondered a conundrum in this seminar: why can’t MSPs not become the victim of their own success? Why does a smooth service have to lead to disengaged clients? How can the MSP remain the hero not justhen the client has problems in their day-to-day operation but even when those problems are gone and the technology just works, and they stop noticing the value of the services? 

After many 1-1 discussions we came up with an answer. The issue comes into clear view from a distant overhead, as does the solution. Now having been able to create a model that explains the problems, the solution is far less difficult to manage.

We are going to break down the problem into 3 stages each with a brief explanation.

Topics: vCIO IT Account Management IT Client Engagement Technical Account Manager
4 min read

Managed Services Platform Account Manager Report 2019

By Dr Peter Torbagyi on Dec 13, 2019

In our previous blog post, we reviewed how we typically see our vCIO community members from 2019, so now let’s look at another report regarding our other active community of more than 700 account managers that are working with us today.

Topics: IT Account Management Win New Clients Technical Account Manager Managed Services Platform
9 min read

Accelerate Your Growth with the new features just released

By Denes Purnhauser on Oct 18, 2019

I am happy to introduce the sets of software features, updated templates, expert guide content and super specific programs to accelerate your growth! If your Account Management is not producing project revenues, your vCIO is not getting paid for advice, your Sales people are not getting leads or your Cybersecurity services are not being sold then this release is for you! This is what we are going to cover:

  1. New Software Features for Growth
  2. Expert Guides for Growth
  3. Role Specific Programs for Growth
  4. Quarterly Sprints for Growth
Topics: vCIO IT Sales Person Business Building for IT Companies IT Account Management IT Client Engagement Cybersecurity Implement New IT Services Win New Clients Profitable Operations Technical Account Manager Skip Ziegler
4 min read

Unleash Your Growth Potential

By Denes Purnhauser on Oct 11, 2019

Whether you’re a “one-man-band”, an emerging MSP with a handful of people, a team about to reach the 20 people mark or even a large 50+ organization you have one thing in common: you may have reached a growth plateau and want to unleash your potential to get to the next level. In hindsight you can recognize that it all comes back to bottlenecks in your organization’s capabilities to unleash those potentials role by role: Account Management, vCIO, Technical Account Management, IT Sales, Cybersecurity and even the owners. All of them have low-hanging-fruit opportunities and by snagging those you can get to the next level in a smooth, predictable way.

Topics: vCIO IT Sales Person Managed Services Providers MSP IT Account Management IT Client Engagement Implement New IT Services Win New Clients Profitable Operations Managed Services Platform
5 min read

How you steal money from your own MSP and how to stop doing it

By Denes Purnhauser on Oct 4, 2019


Unfortunately this is not a cheap cliffhanger title just to grab your attention. You’re reading it on your mobile so I’ll be brief like a bumper sticker: you steal money from your own MSP because you address the symptoms of problems with tactical Bursts of effort. That only generates more work and expends resources to generate tiny bits of unsustainable value. Sure, you feel busy and productive, but you don’t solve the problems in the long run. Sound familiar? Let's take an example and see how to fix it with Smart Goals and an action plan.

Topics: MSP IT Account Management IT Client Engagement QBR
4 min read

The 4 roles that make you a high value business partner

By Denes Purnhauser on Aug 30, 2019

Transforming your Basic IT Service Provider company into a high-value business partner is a study in communication - why you communicate, what you communicate and who is communicating to whom. There are four roles that are critical to your relationship with your clients. The communication from these four critical roles will determine whether your company is becoming a commodity or a differentiated brand. Let’s take a look at these roles and what you can do to make sure their communication will be excellent.

Topics: vCIO IT Sales IT Account Management IT Client Engagement Technical Account Manager
2 min read

Building blocks for Strategic Engagements

By Skip Ziegler on Aug 23, 2019

The Strategic Client Engagement.  It’s a fancy name for a meeting; but it helps set the overall goals of what we are trying to achieve: an opportunity to talk with our clients about how technology can help drive their business to meet their current and future needs.

Topics: IT Account Management IT Client Engagement Technical Account Manager
1 min read

How much time should you spend on account management activities?

By Myles Olson on May 31, 2019

Are you spending all your Account Management resources on your noisiest clients? Does this mean some clients are being overlooked and underserved? What’s the best way to segment your clients and assign the appropriate resources?

Topics: IT Account Management IT Client Engagement Technical Account Manager
3 min read

Client Engagement Excellence Program

By Denes Purnhauser on May 31, 2019

Here is the Problem...

Communicating with your clients at only the technical and tactical level will eventually lead to diminished engagement. Executives are looking for more strategic and business-oriented conversations. Without a clear understanding of the roles for the Account Managers, Technical Account Managers, Technical vCIOs or Business vCIOs it is nearly impossible to leverage any process, best practice or tool to get your critical audience excited.

Topics: vCIO IT Account Management IT Client Engagement
2 min read

Start vCIO with Quick Productized Projects

By Denes Purnhauser on Mar 2, 2017

Starting vCIO services can be a struggle not just for you and your people, but for the clients too. There are some established expectations of vCIO services, which sets a hurdle right at their kickoff of these services. There is, however, a natural way of solving this problem: use easy to sell and easy to deliver productized vCIO projects.

Of course, developing such effective and elegant solutions does take time, so we’ve set up a shortcut to start, and let you build up vCIO Project products instead. Don’t worry - this isn’t taking on new work - just solve problems you’re expected to already, but start getting paid for all you do.

Let's see seven examples of typical vCIO products:

Topics: vCIO IT Management Virtual CIO IT Consultative Sales IT Account Management MSP Pricing
Sign up for the Client Engagement Excellence Manifesto PDF coming end of January

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