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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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

In this illuminating episode of "MSP Business School," host Brian Doyle is joined by industry expert Todd Kane for a deep dive into the innovative world of Managed Service Providers (MSPs). Todd Kane discusses his early foray into the MSP domain and the wealth of experience he's gathered over the years. Listeners are taken on a journey through Todd's impressive career, from his beginnings as a young consultant in the tech field to his impactful roles at leading MSP companies like Longview Systems and Fully Managed.

Through a data-driven and operationally focused lens, Todd sheds light on the challenges facing MSPs today, such as hypergrowth management and leadership development. The discussion emphasizes the significance of internal promotions and operational standardization to maintain a sustainable growth trajectory. Kane also addresses the critical factors an MSP needs to consider for organizational efficiency, demonstrating how the right KPIs and supportive leadership can drive substantial improvements in operational performance. Additionally, Todd explains how his consultancy endeavors, like the Service Manager Boot Camp, aim to equip MSPs with the necessary tools and training for efficient operations and effective leadership.

• Todd Kane emphasizes the importance of promoting leadership from within, focusing not just on senior technical ability but on holistic managerial and people skills.

• Operational standardization both in technical deliverables and internal processes is crucial for an MSP's success, helping eliminate chaos and ensure a predictable workflow.

• Effective management requires setting clear expectations, ongoing support and training, and optimal prioritization of tasks.

• Building and maintaining a healthy business culture is a proactive journey, reliant on deliberate leadership actions and adherence to core organizational values.

• Continuous operational assessment and strategic client management, including the bold step to "fire" unsuitable clients, are fundamental for long-term success and profitability in the MSP landscape.

Guest Name: Todd Kane LinkedIn page: https://www.linkedin.com/in/toddakane/

Company: Evolved Management Consulting

Website: https://www.evolvedmgmt.com/

Host: Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/

Sponsor: vCIOToolbox: https://vciotoolbox.com

In this engaging episode of "MSP Business School," host Brian Doyle chats with David Shultis, who shares unique insights from his dual role as an MSP leader and a university professor. Shultis delves into his journey from working in customer service to founding Red Panda Systems, an MSP recognized for its exceptional client-centric approach and comprehensive cybersecurity solutions. This episode brings out David’s dedication to teaching and his proactive efforts in shaping cybersecurity education at UNLV.

Throughout the conversation, Shultis emphasizes the importance of integrating top-notch customer service with technical expertise. Keywords like "cybersecurity," "MSP solutions," and "customer experience" are prominent as the discussion turns to how organizations can stay competitive amidst evolving threats. David shares practical approaches to risk management and education, highlighting the importance of real-world experience in fostering cybersecurity skills. Discover how Red Panda Systems and its commitment to community involvement exemplify innovative practices in the business landscape.

• Service Excellence: Providing top-tier customer service creates a unique distinction in the competitive MSP landscape.

• Cybersecurity Education: Real-world experience is crucial, and educational institutions like UNLV are leading the way in practical cybersecurity training.

• Community Engagement: Volunteering and community involvement are essential components of a thriving business strategy.

• Career Development: Investing in employee education not only boosts individual growth but enhances organizational success.

• Business with a Purpose: Understanding both the technological and business aspects of cybersecurity helps drive successful outcomes.

Guest Name: David Shultis LinkedIn page: https://www.linkedin.com/in/redpanda-systems/

Company: Red Panda Systems 

Website: https://redpandasystems.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 reconnects with Jake Carroll, a recognized voice in the MSP sphere, currently spearheading innovative initiatives at Inforcer. Jake shares his extensive insights on AI enablement and how AI is transforming the MSP landscape, particularly through security applications and policy management within Microsoft 365. In a world where technology is continuously evolving, this episode poses essential discussions on leveraging AI tools to optimize efficiency and improve market reach.

The conversation dives deep into how inforcer positions itself in the market by aiding MSPs in configuring and maintaining secure Microsoft 365 environments. Jake elaborates on the significance of Microsoft 365 security in underpinning AI readiness for SMBs and details how MSPs can grow and solidify their relationships with clients by tackling pressing issues like AI security. Core themes explored include the interplay between AI adoption and business risk management, showcasing how MSPs can capitalize on these developments to enhance client interactions and service delivery.

Key Takeaways:

• AI is being increasingly used in the MSP industry for content creation, enhancing efficiency and streamlining communication tasks.
• inforcer aids MSPs by managing and securing Microsoft 365 environments, emphasizing the importance of security as fundamental for AI readiness.
• MSPs are encouraged to focus on understanding clients’ business models, critical workflows, and how technology can address business risk and efficiency.
• With AI tools like Microsoft Copilot becoming integral, MSPs need to adopt and adapt to these technologies to provide enhanced client service.

Leveraging AI and content repurposing strategies can greatly improve MSPs’ marketing output and client engagement tactics. Guest Name: Jake Carroll LinkedIn page: https://www.linkedin.com/in/jake-carroll-3855977/ Company: inforcer  Website: https://www.inforcer.com/ Host: Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/ Sponsor: vCIOToolbox: https://vciotoolbox.com