Three ways to use BCDR statistics to improve client satisfaction

Posted by Achmad Chadran on Sep 9, 2015 10:57:37 AM

I sometimes wonder whether IT service providers feel like dentists.

Think about it. We all know it’s the right thing to do, but none of us really looks forward to going to the dentist. In the same vein, I can imagine the anxiety a small business owner might feel seeing his or her MSP’s number on caller ID. Yet given your commitment to protecting your clients’ IT applications and digital assets, this is totally unfair to you and to them. Like the dentist, you are providing an essential benefit, making sure your clients enjoy a clean bill of health.

Still, those old associations never go away, do they? That’s why you can always count on getting that little goodie bag — you know, the one with the floss, trial-sized toothpaste, mouthwash, and toothbrush engraved with your dentist’s name — at the end of each visit. What if you had a similar goodie-bag offering you could use to sweeten your client conversations?

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Topics: MSP Marketing, IT Services Trends, Business Continuity and Disaster Recovery, Customer Management, Saving Time, Automate Your Day

How to retain managed service customers

Posted by Carrie Simpson on Jun 10, 2015 6:00:00 AM

You courted your SMB clients. You wooed them. You got them to sign that SLA, and now you’re married. But how do you keep the love alive?

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Topics: Customer Management

5 Types of problem customers that every MSP should avoid

Posted by Stuart Crawford on Apr 29, 2015 9:00:00 AM

When times are tough, you might feel like you need to take on any customer you can get. However, this is can be a risky move. Some clients can actually be detrimental to your success—and your bottom line.

Here are five problem customers you need to watch out for when booking new business as an MSP:

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Topics: Business Development, Sales Management, Buyer Targeting, Customer Management

Ask Intronis: How should I tell my customer that a backup failed

Posted by Courtney Steinkrauss on Apr 6, 2015 9:02:00 AM

Ask Intronis is a weekly advice column answering common questions from MSPs and IT service providers. It covers topics ranging from pricing and selling to marketing and communications—and everything in between. Submit your questions by emailing

Q: As an MSP, I always provide great service to my small business customers. But, what should I do if a backup fails? I want to avoid a potentially awkward conversation with the customer, but I also want to be honest. How should I handle situations like this? 

Communication is a key part of any services business. Letting your customers know about a problem and sharing key metrics with them builds trust and also helps you prove your value.

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Topics: Customer Management, Ask Intronis

Ask Intronis: How to transition my SMB customers to fixed pricing

Posted by Courtney Steinkrauss on Feb 16, 2015 9:00:00 AM

Q: I want to switch my customers to a fixed price plan, but I'm not sure where to get started. They’re all used to paying per gigabyte, so I'm afraid they won't want to change. How should I set up the new pricing? When should I break the news, and what should I say? 

Be patient, and don’t rush the change. Customers get comfortable with the way things are, so it can take a little handholding to get them to embrace a new approach. You also shouldn’t feel like you have to switch every customer over to a different plan all at once. Take your time and plan out how and when you’ll approach each of your customers.

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Topics: Selling Cloud Backup, Customer Management, Ask Intronis

MSPs Beware: Do your research before signing that new prospect

Posted by Stuart Crawford on Feb 4, 2015 9:00:00 AM

Who is your ideal client? As an MSP, you probably have some standards about the kind of companies you want to work with—say, SMBs with 50+ users, from one of four or five industries, in a period of growth, etc., etc. Most MSPs won’t turn away business that doesn’t match their ideal, but that doesn’t mean you should work with everyone who comes knocking at your door.

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Topics: Buyer Targeting, Customer Management

Tame BYOD with MDM, VMI, and file sync and share

Posted by Alan Earls on Oct 16, 2014 9:00:00 AM

BYOD – the bring-your-own-device revolution that has exploded the traditional world of IT – is not going away…For better or worse, top management and business owners love their iPhones, iPads, and Android devices and insist that regardless of issues of complexity and security, they should be able to use them as their front-end to all the goodies in the corporate store.

That means IT has got to follow their lead and just make it work. Fortunately, there are some helpful technologies emerging into widespread use.

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Topics: Cloud Trends, Customer Management

Zenith Infotech planned operations shutdown

Posted by Alan Earls on Oct 6, 2014 3:32:32 PM

A report from Channelnomics states that venerable cloud infrastructure and backup service provider Zenith Infotech is planning a rapid shutdown of operations, as soon as Oct. 15.  The information is not posted on the Zenith Infotech web site but the “contact us” page is no longer functional – never a good sign.

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Topics: Business Development, Customer Management

Why 'upsell' doesn't have to be a dirty word

Posted by Manny Veiga on Aug 21, 2014 11:59:00 AM

Upselling is a fairly common strategy many sales teams use to extend and enhance their relationships with current customers. But lots of businesses - including many MSPs - avoid upselling because it's developed an unfortunate stigma.

Just the word "upsell" can draw negative connotations - think the sleazy used car salesman who wants to push you toward the flashy package you probably don't need. And while that's probably an unfair slight on all the hard-working used car salemen out there, the simple fact is that customers don't want to feel pressured to buy "add-ons". 

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Topics: Customer Management

Dance with the one who brought you: The power of existing relationships

Posted by 2112Group Reports on Apr 2, 2014 11:05:00 AM

We’ve long held to the premise that, in addition to adding new accounts, the success of services businesses is predicated on the uninterrupted stream of recurring revenue from existing accounts. In the services model, the only way recurring revenue flows in a positive direction is through the management of account attrition volume and a focus on horizontal sales.

That concept got some additional support recently from the savvy business minds at Gartner, who are encouraging B2B technology service providers to focus less on net-new account acquisitions and more on the predictable and higher-margin exercise of renewals and additional sales to the existing client base.

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Topics: Customer Management

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