George Mellor | You're Already the Trusted Advisor. Act Like It.
In this engaging episode of MSP Business School, host Brian Doyle sits down with George Mellor, founder of VCIO Growth, to discuss transforming the roles of Virtual Chief Information Officers (VCIOs) within Managed Service Providers (MSPs). The conversation shines a light on the evolving landscape of QBR processes and the critical need for VCIOs to focus on client business outcomes rather than mere technical metrics. George shares insights from his journey in the MSP space, offering expertise on enhancing client relationships and maximizing business value. Throughout this episode, listeners are invited to explore how MSPs can avoid the commodity trap by emphasizing strategic client interactions. George discusses the pitfalls of focusing QBRs on ticket numbers and refresh cycles, urging a shift towards aligning technology initiatives with the client's business objectives. The discussion also delves into the potential of AI in MSP operations. By initiating AI conversations with clients, MSPs can harness new opportunities for business growth and demonstrate their value as trusted advisors in the tech space. This episode is packed with practical advice and innovative strategies for MSPs looking to enhance their VCIO capabilities. Key Takeaways: VCIOs need to focus on the client's business objectives rather than just showcasing technical achievements. Effective QBRs should integrate a strategic narrative that aligns with the client's long-term goals and business outcomes. AI presents a significant opportunity for MSPs to innovate and lead conversations with clients about technology governance and security. By engaging in deeper strategic dialogues, MSPs can transition from being seen as vendors to becoming integral business partners. Fractional VCIO services can bridge knowledge gaps and prepare MSPs for more effective client interactions, ultimately driving business growth. Guest Name: George Mellor LinkedIn page: https://www.linkedin.com/in/george-mellor-kloudreadiness/ Company: vCIO Growth Website: https://vciogrowth.com/ Show Website: https://mspbusinessschool.com/ Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/ Sponsor vCIOToolbox: https://vciotoolbox.com
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Janessa Soucy | The Partner Success Playbook: Lessons MSPs Can’t Afford to Ignore
In this episode of "MSP Business School," host Brian Doyle welcomes Janessa Soucy, a vital part of the vCIO Toolbox team, to delve into the critical role of partner success in client retention. As Brian highlights the value of nurturing existing client relationships over acquiring new ones, Janessa offers her insights and experiences from transitioning from teaching to the MSP sector. Together, they explore how a partner success role can significantly impact an organization's client engagement and retention strategies. Throughout the conversation, Brian and Janessa underscore the importance of maintaining client relationships to minimize churn rates, a common industry challenge. Janessa shares her learnings and experiences from her first six months in the MSP industry, highlighting the proactive steps taken by vCIO Toolbox to refine client engagement practices. With relevant SEO keywords such as "client retention," "MSP industry," "partner success," and "customer satisfaction," this episode offers valuable guidance for MSPs looking to strengthen their client bonds and achieve sustained growth through improved customer success initiatives. Key Takeaways: Customer Success Investment: The value of investing in a dedicated partner success role can greatly enhance client retention and satisfaction by facilitating better client understanding and service offerings. Cost Efficiency in Retention: Retaining an existing customer is five to seven times more cost-effective than acquiring new clients, making client retention strategies crucial for sustained growth. Leveraging Surveys and Feedback: Deploying tools like customer satisfaction surveys helps gather essential client feedback, informing strategies to improve service delivery and address customer needs proactively. Operational Consistency: Consistently engaging with clients through mediums like newsletters and consistent touchpoints can enhance visibility and client connection. Education and Outreach: Providing educational content, resources, and training not only empowers clients but also strengthens their trust and dependence on the service provider. Website: https://www.inforcer.com/ Host: Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/ Sponsor: vCIOToolbox: https://vciotoolbox.com
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Michael George | The Power of Partnership: Syncro’s Revolutionary Approach with Microsoft
In this engaging episode of the MSP Business School podcast, host Brian Doyle welcomes Michael George from Syncro MSP to delve into the exciting developments in the managed service provider industry. Michael, a notable figure in enterprise tech, shares his journey from serving large enterprise suites to leading innovative MSP initiatives. This episode explores his strategic insights and the transformation of Syncro into a formidable player equipped to serve both emerging and established MSP markets. The conversation centers around the cutting-edge innovations happening at Syncro, particularly their expansion strategies and deep diving into Microsoft management integration. Michael discusses the strategic enhancements that Syncro is implementing to simplify technologies like Microsoft for smaller businesses. Key topics include the invaluable role of private equity in tech growth, the critical nature of reducing tech stack complexity, and Syncro's foresight into future-proofing MSP operations through advanced RMM and PSA solutions. He also highlights the challenges and opportunities faced by MSPs in 2023, positioning Microsoft as a critical partner in addressing these dynamics. Key Takeaways: Syncro MSP aims to revolutionize management for small to medium businesses by enhancing Microsoft integrations and simplifying their usage. Michael George emphasizes the importance of pursuing long-term strategies for MSPs, urging them to avoid short-term tool-switching for more sustainable growth. Private equity plays a dual role in spurring innovation and potentially stifling it with debt-driven business models, impacting many tech companies today. Enterprises should optimize labor and tech stacks to achieve greater efficiency, rather than focusing solely on cost reductions. Michael underscores the necessity for next-generation platforms to meet the evolving needs of the MSP industry, highlighting Syncro's role in promoting these advancements. Show Website: https://mspbusinessschool.com/ Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/ Sponsor vCIOToolbox: https://vciotoolbox.com
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Winning the AI Game: Strategies for MSPs to Accelerate Client Relationships
Join Brian Doyle in this enlightening episode of MSP Business School as he unpacks the burgeoning potential of artificial intelligence in transforming the Managed Service Provider landscape. Doyle offers a deep dive into how MSPs can leverage AI to enrich client relationships and optimize business operations. This episode acts as an essential guide for MSPs striving for innovation and meaningful customer impacts. Gain insights into AI-powered customer support, an underutilized yet crucial tool for delivering 24/7 service experiences in small to mid-sized businesses. Doyle emphasizes the importance of integrating AI chatbots for boosting customer satisfaction and streamlining operations, particularly during peak business seasons. From predictive analytics to seamless marketing automation and cybersecurity, he carefully outlines how AI can address current gaps and lay the groundwork for more proactive and automated approaches within MSPs and their clients. Drawing on real-world scenarios, Doyle illustrates how AI can provide actionable insights, ensure cybersecurity readiness, and enhance productivity through workflow automation. Key Takeaways: AI-Powered Customer Support: Leverage AI chatbots to provide immediate customer service, enhancing satisfaction and operational efficiency. Predictive Analytics and Business Insights: Use AI in conjunction with BI tools to uncover trends and optimize inventory and marketing strategies. AI-Driven Marketing Automation: Implement AI to personalize marketing efforts, supporting continuous engagement and maximizing ROI. Enhancing Cybersecurity: Employ AI tools to detect and counter threats, ensuring robust protection for small business clients. Workflow Automation: Identify repetitive tasks ripe for AI automation, freeing up human resources for higher-value work. Show Website: https://mspbusinessschool.com/ Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/ Sponsor vCIOToolbox: https://vciotoolbox.com
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Rob Warshaw | He Cracked the Fortune 10 Code. Now He's Revealing His Secrets.
In this episode of MSP Business School, host Brian Doyle explores the dynamics of breaking into enterprise markets with expert guest Rob Warshaw. With his extensive experience in the Fortune 10 healthcare industry, Rob offers invaluable insights into how MSPs can navigate the complexities of engaging large-scale organizations. This episode presents a deep dive into the strategic steps needed to penetrate the enterprise segment, emphasizing the significance of understanding the customer and nurturing long-term relationships. The conversation begins with touching on the necessity for MSPs to understand the distinctive nature of enterprise clients compared to smaller-scale businesses. According to Rob and Brian, those targeting the enterprise sector should anticipate a long, yet rewarding journey involving arduous procurement processes and often extended sales cycles. The episode discusses critical elements such as aligning technological solutions effectively with client needs and setting realistic timelines to ensure a successful entry into the enterprise marketplace. Key Takeaways: Understanding the Client's Needs: Companies must prioritize understanding the specific problems their enterprise clients face and demonstrate a clear capability to solve these problems. Relationships Matter: The importance of having a strategic, long-term relationship rather than just a transactional approach cannot be overstated. Establishing trust and proving genuine interest in the client's industry are vital. Sales Cycle Realities: Preparing for an extended sales process is crucial, as closing deals in the enterprise sector often demands patience and strategic planning. Preparation is Key: Enterprises appreciate vendors who exhibit preparation, industry awareness, and tailored solutions, which are often more valued than mere enthusiasm or innovation claims. Pitfalls to Avoid: Misalignment between client needs and vendor capabilities can be a quick disqualifier. Vendors need to avoid appearing naive or uninformed about the client's industry and challenges. Guest Name: Rob Warshaw LinkedIn page: https://www.linkedin.com/in/robwarshaw/ Company: DigiStratEx Website: https://digistratex.com/ Host: Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/ Sponsor: vCIOToolbox: https://vciotoolbox.com
A podcast geared to Technology Service Providers where we bring you strategies and tactics to grow your business and build a winning culture.
This podcast helps MSPs and MSSPs accelerate their business through strategies, tips, and tactics for driving sales, marketing, and account management.
Join our host, Brian Doyle, every Tuesday!
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