<img src="https://certify.alexametrics.com/atrk.gif?account=GcYKv1Fx9f207i" style="display:none" height="1" width="1" alt="">
2 min read

PitchIT Volume 2

By Adam Walter on Jul 5, 2022

Apple Podcasts: https://apple.co/2NHRRDl
Spotify: https://spoti.fi/3AyHCUd
Youtube: https://youtu.be/xK0KEi-AKD8

Welcome to the second part of PitchIT with Sean Lardo of ConnectWise! We’re diving deeper into our IT world and how to provide your service to clients.

For those of us who work in IT, we know that our industry is ever-changing and growing. However, the growth that we’ve seen over the last few years has been exponential. When Covid hit, our services had adapt and expand in ways we did not anticipate. People had to stay home and run their businesses while out of the office. Innovation wasn’t what we wanted. It was what we needed!

Serving our MSPs is, of course, always at the forefront of our work. But how do we ensure they have the resources and understanding needed to do their jobs? The answer is simple, and ConnectWise has broken it down into 3 promises they make to their clients.

Be easy to work with
Invest in partner growth
Bring more innovations faster

Being easy to work with sounds simple, but it’s more than being friendly and showing up with a smile. You need to know your clients’ needs and develop solutions they can understand. Your clients deserve to know your company’s value and how it betters them. When people think of IT, their first thought is cybersecurity. But MSPs work with everyone from mechanics to bakeries by providing services from HR automation to accounting. Understanding what your clients want and need makes it easier for everyone to achieve their goals. Make it a point to know your clients and be personable! Ask them about their weekend. How’s the family? Let them know you care and are genuinely invested.

Investing in partner growth helps your client achieve their goals and keeps ongoing business by building stronger relationships with your customers. At MSPL, we believe in conversations, not presentations. Before meeting with a client, send them an agenda with your understanding of their needs, how you can address them, and how to move forward in the future. It tells your clients you are listening, invested, and have a firm grasp of their goals. Don’t use your PowerPoint or slides as the basis of your meeting. Use it to keep the conversation on track and address the topics that need to be discussed. An hour-long conversation should only require 20 minutes of slide show presentation. Tailor your conversations to your clients. Showcase your understanding of their needs, that you’re invested and how you can be of service.

Your clients want results, and they want them now! When you talk to your customers, you’re telling a story. Let them know how far they’ve come, where they are now and what the future holds. Each conversation needs to be better than the last. It allows your client to see how quickly you’ve improved their organization, where they are now, and the potential yet to come. Know your vertical, your space, and own it! New IT companies sometimes get into the pitfall of, “We can do anything!” but that’s not necessarily true. Sometimes a request goes beyond the scope of your abilities, and that’s OK. Be honest with your clients and help them find another venue to fulfill their needs, even if that means sending them to your competition. It shows the clients that you care and want to get them the best results as soon as possible.

Serving clients is the primary goal of any business, IT or otherwise. By being easy to work with, investing in partner growth and bringing more innovations faster, you are setting yourself and your customers up for success!

Topics: vCIO Managed Services Providers IT Account Management QBR
2 min read

Powerpoint Costs You Clients

By Adam Walter on Feb 28, 2022

Apple Podcasts: https://apple.co/2NHRRDl
Spotify: https://spoti.fi/3AyHCUd 

Topics: vCIO IT Sales Person QBR Humanize Podcast
2 min read

New Year, New Topics

By Adam Walter on Dec 27, 2022

Apple Podcasts: https://apple.co/2NHRRDl
Spotify: https://spoti.fi/3AyHCUd

Topics: IT Management IT Sales Business Building for IT Companies QBR Quarterly Business Review
2 min read

Business Shiny Things

By Adam Walter on Sep 27, 2021

Apple Podcasts: https://apple.co/2NHRRDl
Spotify: https://spoti.fi/3uooSU

Topics: CIO QBR Adam Walter Humanize Podcast
4 min read

How Salespeople Close IT Projects Faster?

By Myles Olson on Jan 28, 2021

We’re all too well aware of the enormous amount of work that goes into the preparation phase of every client IT project. From the idea stage (we need to replace the server architecture) to actually being able to send a proper quote ($18,500 with labour cost) the MSP spends dozens of hours coming up with the IT project plan and the numbers. The hours are tracked as “sales” hours spending time on those quotes but at the end of the day most of those projects never take off. Everybody is bummed, the client calls off the opportunity, the team writes off the time to a “lost opportunity” category and life goes on. However there is a totally legitimate, battle-tested sales tactic that a few MSPs use to cut this unproductive and morale-draining busy work. Let's get into the details.

Topics: IT Sales Person Managed Services Providers IT Account Management QBR Technical Account Manager Managed Services Platform
5 min read

How to Schedule QBRs for Engagement

By Denes Purnhauser on Jan 14, 2021

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.

Topics: Managed Services Providers IT Account Management IT Client Engagement QBR Technical Account Manager Managed Services Platform
5 min read

Business Relationships cannot be automated...

By Denes Purnhauser on Oct 8, 2020

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.

Topics: Managed Services Providers Strategic Leadership QBR Quarterly Business Review
4 min read

Do you have an Annual QBR Playbook?

By Myles Olson on Oct 2, 2020

Although client meetings are getting shorter due to the remote environment, account managers need to pack more into each session. Flooding the client with too much information in a short amount of time leads to an overwhelmed audience, a lack of decisions and countless unorganized follow up meetings. The key is to be able to define all the talking points with the client and spread them out logically over the year. This sets a predictable rhythm for the account manager and the client so they can discuss all salient points and make decisions one step at a time. In this blog we review how to best distribute the topics over the year and the critical points of developing your Annual QBR Playbook.

Your QBR Annual Playbook is your game plan to specify the different topics, decisions and engagement over the year on the different QBRs. This playbook is developed internally and shared with the client to engender alignment.

Different playbooks should be developed for different client segments. If you have only one meeting with a client for a year (as they are small and have no budget for more meetings) you cannot really have a playbook with them. However if they actually have 2 or more meetings a year then a playbook can come in quite handy. We are going to review a 4 meeting QBR formula as this can be applied to medium and larger clients as well.

Topics: vCIO QBR Quarterly Business Review
3 min read

What to ask from executives on a QBR?

By Denes Purnhauser on Sep 23, 2020

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.

Topics: vCIO Managed Services Providers IT Account Management Strategic Leadership QBR Quarterly Business Review
7 min read

The reason why QBRs are not repeteable

By Denes Purnhauser on Sep 14, 2020

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.

Topics: Managed Services Providers QBR Quarterly Business Review
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
Sign up for the Client Engagement Excellence Manifesto PDF coming end of January

Featured