Blogs
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Customer Success is not the same as Customer Experience
CS=CX+CO As a former math teacher, when I first saw this equation, it spoke to me. I ran across it as I was doing research for the book Literally: The Book on Customer Success for MSPs. Gainsight, an industry leader in customer success tracking for SaaS companies, had used this to demonstrate why Customer Success is way more than Customer Experience. In a world of increasingly commoditized technology offerings, this is even truer for MSPs.
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5 Stats Proving Customer Success is a Must for MSPs
The numbers are in: A Customer Success program is a must! In a world where many of the assets and services around technology are commoditized, customer success IS the value that managed service providers bring to the table. True Customer Success delivers value to clients by driving growth and progress toward their business goals.
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Security: 2 Sales: 1
After a month of conferences, dozens of presentations and hundreds of conversations, the state of the MSP is clear.
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The Link between Transparency and Customer Success
Ever have that moment when someone says something that really hits home – mostly because they used fewer words to plainly state something you’ve felt all along? Those moments really stick with me – like the time one of my peer group members said, “do what’s right and the profits will follow”. I had always felt that way, but was never able to say it so succinctly.
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Users: How and what we should measure
Measuring the health of your security awareness program can be tricky. There are many methods you can use to measure the effectiveness of your program and there are virtually infinite metrics you can pull out and interpret in different ways.
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“Gartner: 5 Security Questions your board will inevitably ask” – and how to be prepared as an MSP
Almost a year ago, Gartner published an article, authored by Kasey Panetta, titled “5 Security Questions Your Board Will Inevitably Ask”. In the spirit of spring cleaning, today is a good day to dust off this article and revisit.
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Growing your MSP in 2021
One of the most commonly asked questions I see on social media is, “How do you grow your MSP in 2021?” And there is some agreement that this is more difficult today than ever
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Starting an MSP in 2021…
Inspired by social threads where new and/or small MSPs are trying to figure out what attracts new clients and increases revenue… I’ve been thinking about this topic for weeks now, ever since an episode of @Dave Sobel’s podcast “The Business of Tech”
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The Makings of a Pirate
How your QBR helps with your AAARRR
