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.
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.
Management advice from a $300 million, 3,000-employee technology solutions provider
Award-winning, high-tech sales professional and founder of DLH Services, LLC, Dede Haas creates innovative and successful channel sales solutions for vendors and their channel partners. This month, Haas discusses the value of partner programs with two members of The ASCII Group, a 1,300-member organization of North American VARs, solutions providers, and MSPs offering services to help its members grow their businesses.
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?
Over the years, as the market has matured, the notion of the vCIO has become a key component of MSP services. MJ Shoer, Director, Client Engagement, & vCIO at Onepath, argues that vCIO and client success are inextricably connected.
David Spire, VP and chief development officer at MSP entechUS, takes us through the "why" behind the company's decision to outsource marketing to the pros.
The 2018 Technology Services Heatmap published by the Technology Services Industry Association offers powerful insight into your peers’ tech spending plans.
Over the past 20 years, the hardware layer of infrastructure has mostly commodified, with the value shifting to software and services. This shift means that, to the consumers, the infrastructure itself — the place where logic is processed and data is stored — is less relevant. If it’s secure, compliant, reliable, available on demand, and cost-effective, businesses are generally happy. To the end user, the underlying infrastructure is almost entirely invisible.
Dataprise, Inc.’s Mick Shah eschews the notion of a customer success officer. Customer success, he says, is everyone’s job, and it starts with the vCIO. Here’s how the 300-employee Rockville, MD-based MSP marries vCIO-as-a-Service to its customer success strategy.
Here’s how Corsica Technologies has continued to foster financial growth over the past 15 years while staying true to its core mission — ensuring stellar customer service.