vcio

Brian Doyle meets up with host James Kernan to discuss customer engagement. Most MSPs have rock-solid service delivery process. But - the simple things, like checking in outside of assisting customers when not in duress, get lost. Listen in for some tips on improving your connections and how it can improve your business.

Brian spent nearly 20 years in the MSP industry owning his own shop, as a partner in a Regional Managed Data Center, and as a hired gun for a Mid-Market MSP.

Today Brian runs vCIOToolbox, a Strategic Client Management Platform that helps MSP's with client retention, technical alignment, and budgeting through better business reviews.

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Links:
vCIOToolbox.com (SaaS)
MSPBusinessSchool.com (podcast)

Today's conversation focuses on client engagement, especially when things are slow in the relationship and things are working and we have moved to cruise control.

Brian kicks this one off with a discussion around relationship building and how it is critical to not neglect the relationship or take it for granted.  So, how can we start this conversation when we don't have much to say?  It's all about ice breakers and asking questions about the clients business. This conversation needs to go beyond the point of contact and you need to engage with all key stakeholders in the process.

We discuss how there are always changes going in the client environment. Personnel changes, customer wins, budget changes.  These forces can change the client view on our relationship and we need to stay in front of our client so we can see opportunities and problems that may be coming.

We can do this through live touch points, CSAT or NPS surveys and gain information we can use.  The challenge is most Account Mangers fall down on touching their client in between sales.  These resources need to schedule time to contact each customer to stay in tune with the customer and build the relationship.

Robb speaks about the past, present, and future model and how the AM's often struggle with the future, or strategy, piece of the puzzle.  Brian goes into detail on approaches for junior reps to get the process started.  If we manage the relationship consistently over time we become the sherpa guiding our clients.  The result happier clients with improved sales velocity.

In this episode we discuss the role of the MSP Account Manager.   A great account manager can maximize the lifetime value of the relationship and ensure that the relationship sticks long-term

Brian outlines the strategic account management process he employed while running his MSP.  Key points are understanding the key initiatives and obstacles that a client is facing and making recommendations to contribute to solving each.

We also identify the key difference between the Key Account Manager (KAM) and the Technical Account Manager (TAM).  Key drivers for each role depends on the size on personnel of the MSP.  We also discuss how these resources can "stealth sell".

Tim discusses how to leverage the DISC profile for assessing resources and determining how to assess success in each role.  Robb discusses the communication style that can be leveraged within the DISC profile.

We dive into QBR's as an account management tool.  We discuss the frequency of Business Reviews and that should drive those meetings.  WE talk about ways to rate your clients to determine frequency and driving value back to your client.

We close the meeting with staying in contacts with clients begin the key to account management.  You need to be proactive and stay ahead of issues.

We have hit the peak of the COVID crisis and our conversation focuses on what MSP’s can do to prepare to head back to work in the “New Normal”.  

Brian speaks of the importance of the VCIO role as small to mid-sized businesses get back to work.  VCIO’s can help with helping the SMB’s catalog WFH lessons learned and gaps they may have experienced in deploying a WFH workforce.  More importantly, helping our clients build a new strategy as the restrictions on this crisis starts to relax.

We start to look at the cyber security issues experienced during the crisis.  These include the impact of layoffs of remote workforce, Zoombombing, and staff security awareness.  We then start mapping out solutions to these common issues.

Robb discusses how too many Account Managers and vCIO’s only look at the past and the present and not enough are helping shape the technology plan for the future.  

Tim sparks a discussion about how all team members need to step up and help contribute wherever necessary to keep the machine moving as we move into the ‘new normal’.  Robb touches upon how many MSP’s he is speaking with are reviewing their SOP’s as they have changed as a result of work from home. He is also seeing those that embrace security will be leading the way in the ‘new normal’.  Brian shares that security awareness programs and employee monitoring will be key needs.

De cafeína a benzodiazepínicos, passando por pílulas da felicidade e psicoestimulantes... Existem muitos jeitos modernos de você se ferrar achando que é um alquimista. Nesse episódio sobre automedicação e abuso, chegamos ao fundo dessas questões.

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