MSP Business School

In this episode of MSP Business School, host Brian Doyle interviews Danny Brown, a veteran in the MSP industry who made the transition from a technical background to thriving in sales and business growth. Doyle and Brown delve into the critical changes MSP owners need to adopt for growth, effective sales strategies, and the importance of having the right mindset and processes in place. Brown discusses his journey from a technical specialist to a business leader, emphasizing the importance of letting go and trusting employees to succeed. The conversation covers actionable insights for MSP owners struggling to build a sales process, highlighting the significance of focusing on ideal client profiles (ICPs) and understanding customer needs. Furthermore, Danny shares his experiences and tips on improving public speaking skills, adapted from his co-authored book "Talk it Up," to help MSP owners better connect and communicate their value. Key Takeaways: Mindset Shift: Embrace an abundance mindset instead of a scarcity one; this shift can lead to letting go and empowering employees. Effective Processes: Implement standard operational procedures (SOPs) and proper training mechanisms to foster a trusting and efficient work environment. Sales Strategies: Know your ideal client profile (ICP) and build connections rather than pushing for immediate sales. Understand your sales numbers and pipeline metrics to fine-tune your approach. Public Speaking: Improve your public speaking skills with nonverbal communication strategies to foster trust and engagement. Be Omnipresent: Increase brand awareness by being omnipresent in your industry and participating actively in industry events, conferences, and podcasts. Guest Name: Danny Suk Brown LinkedIn page: https://www.linkedin.com/in/dannysbrown/ Company: AppMeetup Website: https://appmeetup.com/ Show Website: https://mspbusinessschool.com/ Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/ Sponsor vCIOToolbox: https://vciotoolbox.com

In this episode of the "MSP Business School" podcast, host Brian Doyle welcomes Craig Stanland for an earnest and enlightening discussion about overcoming adversity and rebuilding one's life after hitting rock bottom. Craig narrates his dramatic story of professional success veering into a catastrophic fraud that led to a prison sentence. This episode offers an inside look at Craig's initial rise in the tech industry, his subsequent downfall, and how he has harnessed this experience to transform into a respectable author and keynote speaker focused on fraud prevention and personal reinvention. Through an engaging conversation, Craig and Brian explore themes of identity, self-worth, and the dangers of living beyond one's means. They discuss the concept of the "fraud triangle" and how perceived need, opportunity, and rationalization can lead someone down a path of wrongdoing. Craig provides insight into his reinvention journey, highlighting pivotal moments such as his mentor's advice to view his future as a "blank canvas." Leveraging his journey, Craig illustrates how individuals can transform their lives by embracing creation over chasing material success and serving a purpose greater than themselves. Key Takeaways: Perceived Needs and Identity: Craig sheds light on how living a lifestyle to fill perceived inadequacies and unworthiness led to a series of irreversible choices. Understanding the Fraud Triangle: The discussion delves into the fraud triangle concept, examining how perceived need, opportunity, and rationalization play critical roles in unethical decisions. Embracing Reinvention: Craig believes in the power of starting anew, viewing setbacks as opportunities to paint a new "blank canvas." Transformation and Purpose: Discover how connecting, creating, and contributing can lead to a fulfilling life with a meaningful impact. Taking Responsibility: Craig's story underscores the importance of owning one's choices to gain freedom from past mistakes and create a brighter future. Guest Name: Craig Stanland LinkedIn page: https://www.linkedin.com/in/craigstanland/ Company: Reinvention Architect Advisors LLC Website: https://craigstanland.com/ Show Website: https://mspbusinessschool.com/ Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/ Sponsor vCIOToolbox: https://vciotoolbox.com

In this episode of the MSP Business School podcast, Brian Doyle welcomes customer service guru Vance Morris, a former Disney executive, to explore the intersection of Disney's world-class customer service methodologies and their application to various business models. With a focus on customer success—a topic often overshadowed yet crucial in building and maintaining great businesses—Vance articulates his transition from Disney to entrepreneurship, crafting experiences that lead to customer loyalty and retention. His expertise shines as he discusses the simple yet effective strategies any business can implement to enhance their customer interaction. Vance outlines how businesses can infuse Disney's attention to detail and customer engagement tactics into their own operations. By sharing his journey from Disney to running a carpet cleaning business targeting affluents, he exemplifies how to create premium customer experiences. Concepts like consistency in service, customer respect through simple gestures, and strategic touchpoints for referrals are delved into with practical insights. Listeners will discover how Morris adeptly transformed seemingly mundane service processes into memorable experiences that boost referrals and customer satisfaction. His stories of success underline the importance of meticulous planning and execution when designing customer interactions. Key Takeaways: Customer Experience is Key: Drawing from Disney principles, consistently elevate everyday interactions to build stronger customer relationships. Meticulous Attention to Detail: Like Disney's operations, businesses should focus on flawless execution in all aspects of customer experience, from attire to follow-up processes. Engineered Referrals: Proactively structure referral opportunities to encourage word-of-mouth marketing, rather than leaving it to chance. Tailoring Unique Experiences: Adapt successful customer engagement strategies to fit the unique ethos of your business as Vance did in his carpet cleaning venture. Simple Gestures, Big Impact: Basic principles like punctuality, live communication, and simply doing what you claim can significantly enhance customer trust and loyalty. Guest Name: Vance Morris LinkedIn page: https://www.linkedin.com/in/vancemorris/ Company: Deliver Service Now institute Website: https://deliverservicenow.com/ Show Website: https://mspbusinessschool.com/ Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/ Sponsor vCIOToolbox: https://vciotoolbox.com

In this enlightening episode of MSP Business School, host Brian Doyle engages with Taiye Lambo, an expert outside the traditional MSP community, to delve into the burgeoning world of AI. Introduced as a crucial discourse surrounding artificial intelligence, the conversation captures Taiye's insights on the myriad ways AI can be implemented responsibly, focusing on his Project Cerebellum initiative. Taiye Lambo's distinctive experiences, from his early days as an IT manager in the UK to his current work in AI governance, serve as a backdrop for this intriguing discussion. Throughout the episode, Taiye elaborates on the complexities of AI integration in modern technology, emphasizing the need for a balanced approach between innovation and risk management. The conversation encompasses discussions about frameworks like the NIST AI RMF and emerging regulations, such as the Texas Responsible AI Governance Act (TRAIGA). Taiye's passionate advocacy for harmonizing global AI standards and promoting an efficient, secure, and ethical approach to AI adoption is laid bare, making this episode a valuable listen for those invested in technology ethics and cybersecurity. Key Takeaways: AI Integration Complexity: The expanding role and potential challenges of AI in tech sectors necessitate a thoughtful approach to integration, prioritizing innovation without compromising security. Risk Management Balance: Organizations must evaluate their position on the innovation curve, balancing between leading-edge and laggard tendencies depending on their risk appetite. Regulatory Insight: The importance of aligning with frameworks like NIST AI RMF to meet emerging state-level AI regulations, as exemplified by Texas's upcoming AI governance law, is highlighted. Project Cerebellum's Mission: Taiye introduces his initiative's mission to harmonize AI best practices across global standards, offering practical tools and frameworks like the TAMEScore platform. Future of AI Governance: Encouragement for stakeholders to proactively engage with AI technologies, understanding the dual impacts, both beneficial and risky, of thes Guest Name: Taiye Lambo LinkedIn page: https://www.linkedin.com/in/taiyelambo/ Company: Holistic Information Security Practitioner Institute (HISPI) Website: https://www.hispi.org/ Show Website: https://mspbusinessschool.com/ Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/ Sponsor vCIOToolbox: https://vciotoolbox.com

In this engaging episode of MSP Business School, host Brian Doyle is joined by Sam Glynn—a notable figure in the GRC landscape—to pull back the curtain on the intricacies of compliance within MSPs. Sam Glynn shares his wealth of expertise from a career that has advanced from IT management in financial services to becoming a specialist in cybersecurity and compliance. Listeners are introduced to the significance of GRC, particularly how MSPs can align themselves with increasing regulatory demands while fostering profitability and customer satisfaction. The episode delves into the hurdles MSPs face when confronted with compliance audits and assessments. Sam explains how MSPs can view these assessments as opportunities to strengthen client relationships and increase revenues rather than as adversarial encounters. With an emphasis on understanding the framework alignment and the nuanced art of risk management, the conversation underscores the importance of embracing these challenges to enhance services and outcomes. The episode wraps up with a focus on Sam's advisory role, offering a perspective that's both realistic and strategic for organizations striving to improve their security posture. Key Takeaways: Understanding GRC: Sam Glynn illustrates how MSPs can navigate Governance, Risk, and Compliance to achieve compliance while maintaining profitability and improving service delivery. Partnering for Success: Enlisting experts like Sam can transition an MSP's role from a mere service provider to a strategic partner capable of advising clients on risk management and compliance. Framework Alignment & Risk Management: Embrace the interpretive nature of risk management processes, focusing on impacts and likelihoods to develop robust and tailored security strategies. Regulatory Insights: Compliance is not solely about meeting regulatory requirements; MSPs must also consider best practices for comprehensive security that addresses today's threats. VCISO Clarity: The role of a virtual Chief Information Security Officer (VCISO) extends beyond IT technicalities to include governance, risk management, and strategic alignment with organizational objectives. Guest Name: Sam Glynn LinkedIn page: https://www.linkedin.com/in/samglynnie/ Company: Secure and Assure Website: https://secureandassure.com/ Show Website: https://mspbusinessschool.com/ Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/ Sponsor vCIOToolbox: https://vciotoolbox.com

In this episode of the MSP Business School, host Brian Doyle is joined by Ian Richardson of Fox and Crow to discuss the critical topic of growth for Managed Service Providers (MSPs) and common sales pitfalls. Ian shares his journey from the founding to the eventual sale of his MSP and highlights key lessons learned from mistakes in outbound sales practices. The conversation delves into the scientific approach and data-driven insights that can help MSPs overcome the stagnation typically faced once initial networks and referrals are exhausted. The discussion focuses on the importance of consistent outbound activity and effective communication with prospects to maintain growth momentum. Ian emphasizes personal interactions over relying solely on technology and automation, advocating for a "dial the phone" strategy to reach potential clients and gather valuable insights. Additionally, Ian introduces Instinct, a software solution developed at Fox and Crow that leverages data from millions of outbound dials to provide MSPs with competitive intelligence and performance diagnostics. The episode concludes with strategic advice for MSPs to shape their sales. Key Takeaways:  Understand MSP Sales Challenges: Ian Richardson shares his insights on the common missteps and challenges faced by MSPs when it comes to sales and growth. Embrace Outbound Consistency: The importance of consistent and targeted outbound calling is stressed as a crucial component to generating new leads and appointments.  Leverage Competitive Intelligence: Using competitive insights and data analytics can help MSPs position themselves favorably in the market and respond proactively to competitors' actions. Invest in Training and Systems: Effective sales processes require dedicated time, training, and the right tools to support sales reps and optimize outcomes. Utilize Technology Wisely: While technology and analytics are useful, Ian stresses the need to prioritize personal interactions and relationships in business development. Show Website: https://mspbusinessschool.com/ Guest Name: Ian Richardson  LinkedIn page: https://www.linkedin.com/in/ianalexanderrichardson/ Company: Fox & Crow Website: https://www.foxcrowgroup.com/ Host  Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/ Sponsor vCIOToolbox: https://vciotoolbox.com

In this enlightening episode of MSP Business School, host Brian Doyle sits down with Brian Hoppe to dig deep into the dynamic world of Managed Service Providers. With decades of experience under his belt, Hoppe shares invaluable insights on navigating the tricky terrain of business growth, from the nascent stages to gearing up for exit strategies. The discussion opens up at IT Nation, a gathering close to Hoppe's heart for its opportunities to reconnect and expand within the MSP community, setting the stage for a conversation rich in experience and industry insight. Tackling the trajectory from startup to maturity, the duo explores crucial strategies for MSPs. Brian Hoppe emphasizes understanding financial fundamentals early on, like gross margin and EBITDA, which are vital for eventual scalability and exit readiness. He stresses the importance of evolving from a tech-oriented approach to a shareholder mindset, which ensures MSPs are not only viable but thriving engines of innovation and profit. This thought leadership episode is a treasure trove for MSPs at any stage of their journey, especially those eager to future-proof their operations amid constant technological evolution. Key Takeaways: Understand Financial Metrics: Early understanding of key financial metrics, such as gross margin and EBITDA, is essential for sustainable business growth in the MSP industry. Shift to a Shareholder Mindset: Transitioning from a technician-oriented mindset to a shareholder's perspective can dramatically reshape businesses' value creation and growth strategies. Develop a Sales Engine: Scaling successfully involves moving beyond owner-led sales to building a robust growth engine that isn't dependent solely on referrals. Focus on Leadership Development: As businesses grow, establishing a second tier of leadership and fostering a mature, scalable organization becomes crucial. Prepare for Exit Early: Exit strategies should be planned early in the business life cycle, ensuring maximum valuation and smooth transitions when opportunities arise. Guest Name: Brian Hoppe LinkedIn page: https://www.linkedin.com/in/brianhoppe/ Company: Brian Hoppe Coaching Website: https://brianhoppe.com/ Show Website: https://mspbusinessschool.com/ Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/ Sponsor vCIOToolbox: https://vciotoolbox.com

In this engaging episode of MSP Business School, host Brian Doyle welcomes guest Bobby Jacobs from Thread, an AI-driven service delivery platform. Their discussion centers around Bobby's journey to becoming a leader at Thread, his entrepreneurial background, and the continuous evolution within the MSP community driven by AI technological advancements. As they reminisce about their recent meetup at IT Nation, Bobby sheds light on how Thread has grown beyond just a typical service provider to being an innovator mentioned for changing service delivery paradigms with AI. Bobby Jacobs explores the shifting landscape of MSPs, emphasizing the importance of automation and self-service capabilities in service desks. He notes the criticality of adapting to changes driven by AI, which enables MSPs to streamline operations and improve service quality while maintaining competitive pricing. With AI technologies allowing automation of mundane tasks, Bobby argues that MSPs should embrace these changes or capitalize on the current peak in MSP valuations to sell. Brian and Bobby further highlight the potential for MSPs to transform and deliver even deeper value to customers through these innovative solutions. Key Takeaways: Adapting with AI: Embracing AI in service delivery is a growing necessity, enabling MSPs to streamline operations, reduce costs, and improve service quality. Change in Metrics: Traditional metrics like endpoint-to-technician ratios are being redefined by AI, necessitating changes in service desk strategies for better efficiency. Sales Enablement: Bobby highlights the importance of grooming MSP sales teams to accurately scope opportunities and communicate AI benefits to end customers. Embracing Innovation or Exit: MSPs should either embrace AI-driven changes or consider selling while valuations are high, as standing still is not an option. Exciting Opportunities: There is great potential for MSPs to innovate and deepen their customer relationships by focusing on AI-driven solutions. Guest Name: Bobby Jacobs LinkedIn page: https://www.linkedin.com/in/bobbyjacobs/ Company: Thread Website: https://www.getthread.com/ Show Website: https://mspbusinessschool.com/ Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/ Sponsor vCIOToolbox: https://vciotoolbox.com

In this episode of MSP Business School, host Brian Doyle welcomes Dave Maik from Valley Mail. The conversation dives into the evolution of technology and security solutions within the MSP space, highlighting how Valley Mail is addressing the growing need for robust email security protocols. Dave sheds light on his journey through various tech transformations since the mid-90s, emphasizing the morphing of traditional computing into cloud-based solutions and the critical role of MSPs in maintaining security. The discussion provides an insightful overview of the current challenges businesses face, particularly with the recent enforcement of email security protocols by major providers like Google and Microsoft. Dave explains how these changes necessitate the implementation of DMARC, SPF, and DKIM protocols to ensure emails reliably reach their intended recipients without getting flagged. Emphasizing the importance of selecting the right security stack, Dave points out the risks of overspending on unnecessary solutions and introduces Valley Mail's automated solutions designed for ease and efficiency. Key Takeaways: Evolution of IT Security: Technology has rapidly evolved, morphing from basic computing to the complexities of cloud-based solutions, necessitating strong security frameworks. Email Security Protocols: Recent updates by Yahoo, Google, and Microsoft require businesses to implement DMARC, SPF, and DKIM protocols to ensure email deliverability and authenticity. Valley Mail Solutions: Valley Mail offers user-friendly and cost-effective solutions to assist MSPs in configuring and maintaining essential email security settings efficiently. Assessing Security Needs: MSPs are encouraged to evaluate their security solutions carefully, using tools and resources like Valley Mail's free Monitor product to analyze their current state. Community Engagement: Dave Maik remains committed to educating and assisting MSPs in selecting and deploying the right security solutions without unnecessary complexity or cost. Guest Name: Dave Maik LinkedIn page: https://www.linkedin.com/in/davemaik/ Company: Valimail Website: https://www.valimail.com/ Show Website: https://mspbusinessschool.com/ Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/ Sponsor vCIOToolbox: https://vciotoolbox.com

In this engaging episode of MSP Business School, host Brian Doyle welcomes Beau Butaud from Render Compliance. Beau shares his insights on navigating the complex world of SOC 2 compliance, emphasizing the importance of aligning SOC 2 audits with customer requirements and industry standards. With the rising demand for security and compliance in the MSP community, this episode is a deep dive into the nuances of governance, risk, and compliance that are critical for businesses handling sensitive data. The conversation begins with Beau's professional journey, highlighting his decision to establish Render Compliance to improve audit processes. The discussion transitions into practical insights on preparing for SOC 2 audits, where Beau advises on the significance of understanding scoping requirements and differentiating between Type 1 and Type 2 examinations. The episode further explores the pivotal role of policies and the evolving tech landscape's impact on data governance, offering listeners valuable perspectives on building effective controls and managing compliance challenges. Brian and Beau's dialogue underscores the strategic importance of SOC 2 readiness and operational excellence in safeguarding client data and reinforcing trust. Key Takeaways: Understanding SOC 2 Importance: Businesses should pursue SOC 2 compliance to meet client demands and protect sensitive data, with a clear understanding of the requirements and benefits. Audit Scoping: Defining a precise scope is crucial to ensure an effective SOC 2 audit process, and may involve a mix of system scopes and control definitions tailored to business operations. Policy Evolution: Regular policy reviews are essential to align with technological changes and ensure that data management practices remain relevant and effective. Collaborative Auditing: A good auditor provides guidance on expectations and gaps, enabling businesses to implement necessary changes and achieve compliance. Boutique Audit Advantages: Working with smaller firms like Render Compliance offers personalized service focused on quality and efficiency, helping first-time SOC 2 participants navigate the process smoothly. Guest Name: Beau Butaud LinkedIn page: https://www.linkedin.com/in/beaubutaud/ Company: Render Compliance Website: https://rendercompliance.com/ Show Website: https://mspbusinessschool.com/ Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/ Sponsor vCIOToolbox: https://vciotoolbox.com

In this episode of the MSP Business School podcast, host Brian Doyle welcomes Jesse Miller from PowerPSA Consulting to discuss the importance and structuring of vCISO programs in MSPs. Jesse shares his journey from a CISO of an MSP to founding PowerPSA Consulting, emphasizing the need for MSPs to offer vCISO services to enhance client value and expand recurring revenue. This engaging discussion explores the primary hurdles MSPs face in implementing and monetizing these services, delivering actionable insights and practical advice for listeners. Jesse Miller elaborates on how MSPs can become proactive by incorporating vCISO programs into their offerings. He highlights the significance of market research to tailor these programs to client needs and explains the importance of detailed client interviews for developing unique value propositions. The conversation dives deep into key issues like effectively packaging and pricing vCISO services, the role of cyber insurance in driving the demand for these services, and leveraging vCISO offerings as a strategy to outpace competitors. Jesse's experiences and advice provide a roadmap for MSPs aiming to build successful vCISO programs. Key Takeaways: Monetizing VCISO Programs: It's crucial for MSPs to effectively package and promote vCISO services, positioning them as essential rather than optional to clients. Market Research and Target Clients: Conducting detailed interviews with existing clients helps in creating a tailor-made vCISO program that aligns with client needs and expectations. Cyber Insurance as a Catalyst: Rising demands from cyber insurance work as a significant factor pushing the necessity for robust vCISO programs. Opportunity for Growth: vCISO services can be an entry point into new markets and clients, offering a competitive edge over other MSPs. Elevating Strategic Partnerships: Providing vCISO services allows MSPs to transition from being viewed as commodities to strategic partners with their clients. Guest Name: Jesse Miller LinkedIn page: https://www.linkedin.com/in/secopswarrior/ Company: PowerPSA Consulting Website: https://powerpsa.com/ Show Website: https://mspbusinessschool.com/ Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/ Sponsor vCIOToolbox: https://vciotoolbox.com

Join Brian Doyle on the latest episode of MSP Business School, where he sits down with Zulfiya Forsythe from the Omaldi Group. Zulfiya shares her experience entering the MSP sector and how accidents in work collaborations often create remarkable opportunities for business growth. As a data analytics expert, she discusses how her partnership with MSPs enhances client satisfaction by offering data-driven insights and AI-based automation. In this episode, Zulfiya Forsythe delves into the world of AI, exploring its vast capabilities and addressing common business challenges. Emphasizing the practicality of AI beyond the buzz, she explains how AI can be leveraged to improve business processes and addresses why automation is sometimes a more appropriate solution. Zulfiya highlights some of her successful AI integrations, including Vicki, an AI-powered voice agent that minimizes call management issues, and the Foreman Agent, a tool enhancing data access efficiency for construction companies and municipal operations. Key Takeaways: Zulfiya Forsythe has successfully integrated AI and automation into business processes, highlighting the partnership between AI-driven tools and traditional business operations. Discussing her agent Vicki, Zulfiya demonstrates how AI aids in managing customer service by answering calls and integrating data into client systems, subsequently increasing client retention and efficiency. The Foreman Agent exemplifies AI's capacity to streamline data retrieval by transforming extensive historical data into easily accessible insights, revolutionizing industries like construction. AI should not be confused with simple automation; while both improve processes, AI brings the ability to understand and process natural language, enhancing communication efficiency. A strategic approach to AI and automation can significantly optimize operations, allowing business leaders to focus on core business strategies while maintaining quality and service standards. Guest Name: Zulfiya Forsythe LinkedIn page: https://www.linkedin.com/in/zulfiya-forsythe-akbarova-cpa-0214b98/ Company: Omadi Group Website: https://omadligroup.com Show Website: https://mspbusinessschool.com/ Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/ Sponsor vCIOToolbox: https://vciotoolbox.com

Join Brian Doyle on the MSP Business School podcast as he delves into the essential strategies for MSPs aiming for a successful business exit. Brian is joined by expert guest Josh Kotler from Canyon Point, who shares insights into the world of mergers and acquisitions (M&A) and offers invaluable advice for MSPs contemplating their exit strategies. This episode will guide you through the stages and steps necessary to enhance your exit and achieve the most rewarding outcome. Kotler emphasizes the importance of reaching a $4-10 million revenue mark for MSPs. He explains that this growth is essential for significant enterprise value creation, which is crucial for attracting higher multiples at the time of sale. Through his experience, Kotler also provides a glimpse into how MSPs can transform from owner-centric operations to scalable businesses. Listeners will gain insights into how to optimize financial management, improve operational efficiencies, and leverage peer networks to thrive and prepare for future transitions. Key Takeaways: Importance of Scaling: Kotler advises that MSPs should aim to reach at least $4 million in revenue to ensure a meaningful and profitable exit. Role of the Owner: Reducing the owner's involvement in daily operations increases business independence, enhancing the overall value during a sale. Building Financial Health: Maintaining robust financials and proper KPI tracking is crucial for demonstrating business maturity to potential buyers. Seek Guidance: Joining peer groups or consulting with experienced professionals can provide the insights needed for successful business evolution. Intentional Planning: It's vital for MSP owners to be proactive, starting their exit planning well in advance to optimize opportunities for successful transactions. Guest Name: Josh Kotler LinkedIn page: https://www.linkedin.com/in/joshkotler/ Company: Canyon Point Technologies Website: https://canyonpoint.com/ Show Website: https://mspbusinessschool.com/ Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/ Sponsor vCIOToolbox: https://vciotoolbox.com

In this engaging episode of MSP Business School, host Brian Doyle converses with Alex Farling, a notable name in the Managed Service Provider sector. The discussion revolves around Alex's rich professional journey, from his early days in corporate training to managing an MSP, and eventually co-founding Lifecycle Insights. The conversation highlights how current trends, specifically AI, are forging new paths for MSPs to transition into strategic advisors, rather than purely technical service providers. Focusing on the rise of AI and its influence in the MSP landscape, Alex elucidates how technology is providing unprecedented opportunities for businesses to streamline operations without jargon-laden pitches. He delves into his latest venture, Empath, which aims to aggregate and centralize thought leadership and learning within the MSP industry. By cultivating a platform for continuous learning, Alex and his team aim to equip MSPs with the tools needed to grow and adapt in the fast-evolving tech environment. The episode is a treasure trove of insights for MSPs seeking to differentiate themselves in a highly competitive market. Key Takeaways: AI as a Catalyst: AI offers a unique chance for MSPs to become true strategic advisors, helping businesses streamline operations without using overly technical language. Decentralized Thought Leadership: Empath focuses on creating a centralized learning platform, aggregating insights from various thought leaders to guide MSPs in diverse areas beyond just cybersecurity. Transparency and Accountability: Alex stresses the importance of scorecards in driving team success and keeping everyone aligned toward shared goals. Empath's Innovative Approach: By collaborating with vendors and MSP insiders, Empath is building a comprehensive educational platform that supports progressive learning paths for MSP professionals. Continuous Growth and Learning: The episode underscores the value of ongoing training and accountability in transforming MSPs and helping them achieve excellence.   Guest Name: Alex Farling LinkedIn page: https://www.linkedin.com/in/alexjfarling/ Company: Empath Website: https://empathmsp.com/ Show Website: https://mspbusinessschool.com/ Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/ Sponsor vCIOToolbox: https://vciotoolbox.com

In this engaging episode of MSP Business School, host Brian Doyle sits down with George Mellor, founder of VCIO Growth, to discuss transforming the roles of Virtual Chief Information Officers (VCIOs) within Managed Service Providers (MSPs). The conversation shines a light on the evolving landscape of QBR processes and the critical need for VCIOs to focus on client business outcomes rather than mere technical metrics. George shares insights from his journey in the MSP space, offering expertise on enhancing client relationships and maximizing business value. Throughout this episode, listeners are invited to explore how MSPs can avoid the commodity trap by emphasizing strategic client interactions. George discusses the pitfalls of focusing QBRs on ticket numbers and refresh cycles, urging a shift towards aligning technology initiatives with the client's business objectives. The discussion also delves into the potential of AI in MSP operations. By initiating AI conversations with clients, MSPs can harness new opportunities for business growth and demonstrate their value as trusted advisors in the tech space. This episode is packed with practical advice and innovative strategies for MSPs looking to enhance their VCIO capabilities. Key Takeaways: VCIOs need to focus on the client's business objectives rather than just showcasing technical achievements. Effective QBRs should integrate a strategic narrative that aligns with the client's long-term goals and business outcomes. AI presents a significant opportunity for MSPs to innovate and lead conversations with clients about technology governance and security. By engaging in deeper strategic dialogues, MSPs can transition from being seen as vendors to becoming integral business partners. Fractional VCIO services can bridge knowledge gaps and prepare MSPs for more effective client interactions, ultimately driving business growth. Guest Name: George Mellor LinkedIn page: https://www.linkedin.com/in/george-mellor-kloudreadiness/ Company: vCIO Growth  Website: https://vciogrowth.com/ Show Website: https://mspbusinessschool.com/ Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/ Sponsor vCIOToolbox: https://vciotoolbox.com

In this episode of "MSP Business School," host Brian Doyle welcomes Janessa Soucy, a vital part of the vCIO Toolbox team, to delve into the critical role of partner success in client retention. As Brian highlights the value of nurturing existing client relationships over acquiring new ones, Janessa offers her insights and experiences from transitioning from teaching to the MSP sector. Together, they explore how a partner success role can significantly impact an organization's client engagement and retention strategies. Throughout the conversation, Brian and Janessa underscore the importance of maintaining client relationships to minimize churn rates, a common industry challenge. Janessa shares her learnings and experiences from her first six months in the MSP industry, highlighting the proactive steps taken by vCIO Toolbox to refine client engagement practices. With relevant SEO keywords such as "client retention," "MSP industry," "partner success," and "customer satisfaction," this episode offers valuable guidance for MSPs looking to strengthen their client bonds and achieve sustained growth through improved customer success initiatives. Key Takeaways: Customer Success Investment: The value of investing in a dedicated partner success role can greatly enhance client retention and satisfaction by facilitating better client understanding and service offerings. Cost Efficiency in Retention: Retaining an existing customer is five to seven times more cost-effective than acquiring new clients, making client retention strategies crucial for sustained growth. Leveraging Surveys and Feedback: Deploying tools like customer satisfaction surveys helps gather essential client feedback, informing strategies to improve service delivery and address customer needs proactively. Operational Consistency: Consistently engaging with clients through mediums like newsletters and consistent touchpoints can enhance visibility and client connection. Education and Outreach: Providing educational content, resources, and training not only empowers clients but also strengthens their trust and dependence on the service provider. Website: https://www.inforcer.com/ Host: Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/ Sponsor: vCIOToolbox: https://vciotoolbox.com

In this engaging episode of the MSP Business School podcast, host Brian Doyle welcomes Michael George from Syncro MSP to delve into the exciting developments in the managed service provider industry. Michael, a notable figure in enterprise tech, shares his journey from serving large enterprise suites to leading innovative MSP initiatives. This episode explores his strategic insights and the transformation of Syncro into a formidable player equipped to serve both emerging and established MSP markets. The conversation centers around the cutting-edge innovations happening at Syncro, particularly their expansion strategies and deep diving into Microsoft management integration. Michael discusses the strategic enhancements that Syncro is implementing to simplify technologies like Microsoft for smaller businesses. Key topics include the invaluable role of private equity in tech growth, the critical nature of reducing tech stack complexity, and Syncro's foresight into future-proofing MSP operations through advanced RMM and PSA solutions. He also highlights the challenges and opportunities faced by MSPs in 2023, positioning Microsoft as a critical partner in addressing these dynamics. Key Takeaways: Syncro MSP aims to revolutionize management for small to medium businesses by enhancing Microsoft integrations and simplifying their usage. Michael George emphasizes the importance of pursuing long-term strategies for MSPs, urging them to avoid short-term tool-switching for more sustainable growth. Private equity plays a dual role in spurring innovation and potentially stifling it with debt-driven business models, impacting many tech companies today. Enterprises should optimize labor and tech stacks to achieve greater efficiency, rather than focusing solely on cost reductions. Michael underscores the necessity for next-generation platforms to meet the evolving needs of the MSP industry, highlighting Syncro's role in promoting these advancements.   Show Website: https://mspbusinessschool.com/ Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/ Sponsor vCIOToolbox: https://vciotoolbox.com

Join Brian Doyle in this enlightening episode of MSP Business School as he unpacks the burgeoning potential of artificial intelligence in transforming the Managed Service Provider landscape. Doyle offers a deep dive into how MSPs can leverage AI to enrich client relationships and optimize business operations. This episode acts as an essential guide for MSPs striving for innovation and meaningful customer impacts. Gain insights into AI-powered customer support, an underutilized yet crucial tool for delivering 24/7 service experiences in small to mid-sized businesses. Doyle emphasizes the importance of integrating AI chatbots for boosting customer satisfaction and streamlining operations, particularly during peak business seasons. From predictive analytics to seamless marketing automation and cybersecurity, he carefully outlines how AI can address current gaps and lay the groundwork for more proactive and automated approaches within MSPs and their clients. Drawing on real-world scenarios, Doyle illustrates how AI can provide actionable insights, ensure cybersecurity readiness, and enhance productivity through workflow automation. Key Takeaways: AI-Powered Customer Support: Leverage AI chatbots to provide immediate customer service, enhancing satisfaction and operational efficiency. Predictive Analytics and Business Insights: Use AI in conjunction with BI tools to uncover trends and optimize inventory and marketing strategies. AI-Driven Marketing Automation: Implement AI to personalize marketing efforts, supporting continuous engagement and maximizing ROI. Enhancing Cybersecurity: Employ AI tools to detect and counter threats, ensuring robust protection for small business clients. Workflow Automation: Identify repetitive tasks ripe for AI automation, freeing up human resources for higher-value work. Show Website: https://mspbusinessschool.com/ Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/ Sponsor vCIOToolbox: https://vciotoolbox.com

In this episode of MSP Business School, host Brian Doyle explores the dynamics of breaking into enterprise markets with expert guest Rob Warshaw. With his extensive experience in the Fortune 10 healthcare industry, Rob offers invaluable insights into how MSPs can navigate the complexities of engaging large-scale organizations. This episode presents a deep dive into the strategic steps needed to penetrate the enterprise segment, emphasizing the significance of understanding the customer and nurturing long-term relationships. The conversation begins with touching on the necessity for MSPs to understand the distinctive nature of enterprise clients compared to smaller-scale businesses. According to Rob and Brian, those targeting the enterprise sector should anticipate a long, yet rewarding journey involving arduous procurement processes and often extended sales cycles. The episode discusses critical elements such as aligning technological solutions effectively with client needs and setting realistic timelines to ensure a successful entry into the enterprise marketplace. Key Takeaways: Understanding the Client's Needs: Companies must prioritize understanding the specific problems their enterprise clients face and demonstrate a clear capability to solve these problems. Relationships Matter: The importance of having a strategic, long-term relationship rather than just a transactional approach cannot be overstated. Establishing trust and proving genuine interest in the client's industry are vital. Sales Cycle Realities: Preparing for an extended sales process is crucial, as closing deals in the enterprise sector often demands patience and strategic planning. Preparation is Key: Enterprises appreciate vendors who exhibit preparation, industry awareness, and tailored solutions, which are often more valued than mere enthusiasm or innovation claims. Pitfalls to Avoid: Misalignment between client needs and vendor capabilities can be a quick disqualifier. Vendors need to avoid appearing naive or uninformed about the client's industry and challenges. Guest Name: Rob Warshaw LinkedIn page: https://www.linkedin.com/in/robwarshaw/ Company: DigiStratEx Website: https://digistratex.com/ Host: Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/ Sponsor: vCIOToolbox: https://vciotoolbox.com

In this episode of MSP Business School, hosted by Brian Doyle, listeners are introduced to CJ Arlotta, an expert in public relations with a rich background in journalism and communications. The episode promises valuable insights into how MSPs (Managed Service Providers) can effectively engage with the press and media, a crucial yet often overlooked aspect of business growth and visibility. CJ, with his extensive experience, shares practical advice on positioning MSPs as thought leaders and utilizing strategic PR efforts to enhance brand visibility. Throughout the conversation, CJ emphasizes the importance of cultivating relationships with journalists and understanding the narrative needed to capture their interest. He provides detailed strategies on how MSPs can become credible sources for media outlets by consistently offering value through insights and expertise. Furthermore, CJ discusses the role of a PR consultant in bridging the gap between MSPs and media, outlining how specialized knowledge in verticals like IT and hospitality can significantly boost a company's media presence. This episode is packed with actionable tips for MSPs seeking to enhance their media engagement and establish themselves as industry leaders. Key Takeaways: Relationship Building: Engage with journalists beyond the times you need coverage by offering insights and positioning yourself as a resource. Understanding Media Needs: Tailor your pitches to align with the journalist's current focus and the publication's audience. Strategic PR Initiatives: Employ PR specialists to navigate media landscapes effectively and ensure consistent messaging across all media platforms. Leveraging Content: Use media appearances and content creation as tools to establish credibility and thought leadership within your industry. Emerging Opportunities: Utilize emerging podcasts and local media to reach niche audiences and potential clients effectively. Guest Name: CJ Alotta LinkedIn page: https://www.linkedin.com/in/cjarlotta/ Company: CJ Media Solutions, LLC Website: https://cjmediasolutionsllc.com/ Host: Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/ Sponsor: vCIOToolbox: https://vciotoolbox.com