Apple Podcasts: https://apple.co/2NHRRDl
People have to realize that relationships matter no matter what industry you’re in. If you can understand that, then you’ll be much more successful. It’s the same for MSPs. Relationships are extremely important for both you and your clients.
MSPs are known for going in and fixing technology while the person isn’t at their desk. But, does the MSP actually know the person or why they need their computer fixed? Do they know what they do at their business? These things are way more important than you may realize.
As you go about your business, you should be deliberate about building relationships with your clients so that you can be the best asset for them and so they trust your advice. It all goes back to strategic engagement — you don’t have to be an expert in your customer’s business, they’re already the expert in that. If you’re only engaging with the end-users when they’re not around and simply fixing the technical issues they are having, then you’re missing out on the opportunity to connect with them. We need to open ourselves up a bit because, when we do that, we begin to foster the business-focused relationships as well.
You may not see the value in these relationships, but trust us — there is extreme value! If you are not choosing to interact with your customers, you may be missing out on opportunities for bigger projects. The information that you learn from conversations can open up the flood gates for future projects and the trust that you have with clients who you have relationships with will help and your clients succeed.
Let’s look at doctors as an example. If you have a regular doctor that you go to a couple times a year for regular checkups and other types of appointments, then you have a relationship with them. They know about your history and they understand what has worked for you in the past, which helps them know what coud work in the future. You are most likely going to feel more comfortable and trusting with this doctor rather than an urgent care doctor that you only go to when you’re not feeling well or something needs checked out. The relationship and understanding that the regular doctor has with you is valuable.
This is not just just something that you have to feel obligated to do. It’s going to pay back by allowing you to accomplish more by knowing the person you’re working with or working for.
Now, there are going to be people that you don’t match with culturally, and that is good to know. You can help those people out by finding an MSP that will match their style of relationship or company better.
Besides the abstract value relationships bring the table, they have very concrete dollar amount attached to them as well. If your client knows you and you have a relationship with them, your suggestions for products and solutions will be more likely to be put in place. Your clients will be more likely to spend the money on something that you believe will help them because they know that you are on their side. This is valuable!
Ultimately, MSPs have to decide what types of relationships you want so you and your clients can get the most value out of them.
2 min read
Apple Podcasts: https://apple.co/2NHRRDl
Topics: vCIO IT Management IT Client Engagement
5 min read
Most MSPs have a hard time not only engaging executives in QBRs but even being able to sit down with clients, as they don’t see the value they add to their business. The goal of scheduling a QBR is more about selling them the process, benefits and the results so they see the value and look forward to these events.
We are going to discover the minimum requirements of scheduling an engaging session with the right people in the client’s organization. As a result you are going to get more executive level decision makers in your meetings with higher anticipation.
3 min read
At Managed Services Platform our vision has always been to turn technically heavy client meetings into engaging value added business conversations.
2020 has brought new challenges for Account Managers and vCIOs. Client meetings became remote, the duration of sessions shrank, the topics in QBRs steadily increased and clients got very apprehensive about investing in general.
We would like to go through the upcoming new features to make sure you can solve those challenge.
3 min read
In today’s distributed workforce everyone is settling into a routine. Many, however, haven't really put objective thought into how their presence is viewed by their clients. We are still playing by old rules: dress nice, speak clearly, have a predefined agenda. This is no longer the case, and it takes a back seat to web presence. So, for those of you who don’t want to read this whole thing, here are the 3 things you need to know.
- Your web setup is too casual and unprofessional.
- Your current setup will cost you customers in the long run.
- For less than the cost of a new outfit you can distinguish yourself.
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:
4 min read
Without the ability to meet in person and present your ideas, it may be difficult to keep your clients engaged in IT support services. Spending on IT may not be seen as essential when your clients are struggling. But when has technology ever been more relevant to the success of business and the economy?
How will you communicate your value and the relevance of your services or are you prepared to risk losing MRR right now?
In speaking to our members we have learned what makes a client meeting engaging while working remotely. I put together a quick guide for you outlining the most effective features they have been using in remote client meetings.
Topics: IT Client Engagement
3 min read
One of the best things about IT is that we thrive on change. Even when the world is on fire, we are at our best — we have come through for society several times over within the last 20 years alone. Our resilience and adaptability are what make our industry so valuable.
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.
2 min read
Thoughts from our Covid-19 Remote Work Readiness Webinars
We're certainly living in unprecedented times right now. With many businesses looking to stay productive while sending staff home to work, there's never been a time when technology has been so crucial to the economy. Now is the time for MSPs and IT Solutions Providers to leadership with technology solutions that will save their clients.
Topics: IT Client Engagement Win New Clients
6 min read
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.
4 min read
We asked last week during our webinar with Sea-Level Operations: What are the symptoms of Account Management debt? Low perceived value, communication breakdown, and churn were included in 100% of the responses. Most interestingly 77% of the time churn was mentioned without prompting. During the session we analyzed this situation and identified the crucial methods to prevent potential churn. We are going to highlight the 5 major activities Account Managers can do to accomplish this.