Business Management Resources

Leveraging Customer Success in Managed Services
Leveraging Customer Success in Managed Services

In managed services, one of the top business challenges facing our members is sales. In fact, this is easily the service business challenge (SBC) that we spend the most time on when conducting on-site workshops with TSIA managed services members. And when we do, most of the focus of the managed service provider is on the “land” motion within the TSIA LAER (Land, Adopt, Expand, Renew) framework.

  • MSP M&A: People First, Technology Second
    MSP M&A: People First, Technology Second

    In February 2017 California-based MSPs CIO Solutions and TekTegrity were each at a crossroads. Eric Egolf, president and CEO of CIO Solutions, had just seen 40 percent of the company’s revenue walk out the door with the loss of a single client. Russ Levanway, CEO of TekTegrity, was trying to regain the steady growth the company had earned in past years and was facing an imminent need to build a more mature cloud platform to compete in a changing landscape.

  • Hiring Mistakes Service Providers Make
    Hiring Mistakes Service Providers Make

    Most sales executives hired by tech services providers fail. Some 66 to 75 percent last fewer than six to nine months. For many businesses, the experience repeats over and over again. If you are considering hiring a salesperson, don’t do it just yet.

  • Ask The Board: Mergers & Acquisitions
    Ask The Board: Mergers & Acquisitions

    You’ve said that channel executives have a tendency to wrongly assume they can acquire their way out of problems. What sort of problem could predispose a managed services company to do that?

  • Ask The Board: Client Success
    Ask The Board: Client Success

    In this month's Ask The Board column, we pick the brain of Brad Fick, leader of POS mega-VAR Direct Source, for insight into his company's practical approach to customer success.

  • Recurring Revenue & Operational Maturity
    Recurring Revenue & Operational Maturity

    We last featured Chris Rumpf in 2013, back when we were still Business Solutions magazine, his company was still called Rumpf Computer Solutions, and recurring revenue was covering just south of 90 percent of his business’ operating expenses.

  • The GDPR: Separating Fact From Fear
    The GDPR: Separating Fact From Fear

    Most articles on GDPR are written by people who have neither read the entire GDPR nor have any historical knowledge of the scope and enforcement of privacy laws in the EU or U.S. This column by Bradley Gross is not that. Want to know whether you should be sweating--or ignoring--GDPR? Read this. 

  • Client Vs. Customer
    Client Vs. Customer

    As an industry, we’re moving in the right direction. But we have a long way to go if we want to be considered a real profession, the likes of doctors, lawyers, and CPAs. FPA Technology Founder and CEO Craig Pollack says the first step is recognizing that you have clients, not customers.

  • Profit By Upending The SMB Channel
    Profit By Upending The SMB Channel

    Why does an IT channel filled with engineers and economists continue to act as if vendors can get end users to move closer to them by pushing on the distributors and resellers who are the strands of its channel string? Here, Dr. Richard Chambers of America's Return looks at how all parties can pull together to succeed in the SMB channel.

  • Four Keys To TSP Business Growth
    Four Keys To TSP Business Growth

    Management advice from a $300 million, 3,000-employee technology solutions provider

  • Get Proactive About Client Care
    Get Proactive About Client Care

    The VAR or MSP bears the brunt of customer dissatisfaction with vendor products almost completely. The deal gets even more raw when they swallow expenses associated with warranty and service work. How much confidence do you have in the quality of the vendor products you’re supporting, and how much confidence do those vendors have in you?

More Business Management Articles