MSP Business School

Join Brian Doyle on this engaging episode of MSP Business School as he delves into the dynamic world of MSPs and the crucial role of technology business reviews. With his vast experience in the industry, Brian emphasizes the need for continuous client engagement beyond traditional QBRs. In a rapidly evolving landscape dominated by AI and technological innovation, Brian advocates for a more holistic approach to client relationships. His strategic insights explore how MSPs can build quarterly momentum by implementing continuous touchpoints, utilizing customer portals, and significantly enhancing client communication.

In this episode, Brian Doyle dissects the essential strategies for MSPs to foster lasting client relationships. Emphasizing strategic communication, he guides listeners on transforming quarterly business reviews into constant checkpoints, ensuring the stability and improvement of client relationships. Keywords such as "technology business review," "strategic communications," and "managed service providers" underscore the importance of evolving client engagement strategies. Brian offers a step-by-step framework, detailing five core methods for maintaining ongoing client momentum, fostering transparency, and leveraging modern technology to drive business growth.

• Revolutionizing QBRs: Transform quarterly business reviews from mere meetings into continuous, strategic checkpoints for better client engagement.
• Modern Touchpoints: Utilize monthly touchpoints, customer portals, and strategic emails to maintain dynamic client relationships and ensure consistent progress.
• Risk Management: Integrate risk updates into client communication to transparently address potential threats and their impact on business operations.
• Strategic Insights: Ensure that every interaction with clients is rooted in their specific business goals, enhancing the perceived value of MSP services.
• Celebrate Milestones: Highlight and communicate project milestones to engage clients in a meaningful way and enhance business trust.

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 chats with Brian Strong, CEO of TenHats, about sustainable and organic business growth strategies for MSPs. They discuss how Brian's sales expertise catapulted TenHats from a modest standing to over $19 million in business revenue, all without relying on mergers and acquisitions. Brian Strong shares his journey from an outside sales representative to a CEO, emphasizing the importance of building genuine relationships and applying effective sales methodologies rooted in understanding human behavior.

Brian Strong delves into the concept of Centers of Influence (COIs) and the significance of targeting the right customers to drive business growth. By nurturing these relationships, avoiding cold calls, and employing intelligent prospecting techniques, Brian has led TenHats to considerable advances in monthly recurring revenue. This episode shatters common myths about building a scalable sales organization within the MSP landscape. Listeners will gain insights into Brian's successful practices and methodologies, which are set to be detailed in his upcoming book, promising a practical roadmap for MSPs aspiring to exceed the $10 million annual revenue mark.

• Center of Influence Strategy: Building relationships with people who know your potential customers can be a powerful tool in strategic sales prospecting for MSPs.
• Targeted Customer Profiles: Defining and aiming for customers above your current average revenue is crucial to sustainable company growth.
• Sales Process Management: A robust sales process, aligned with human psychology, is essential, especially when transitioning from owner-led to sales team-led negotiations.
• Impact of Organic Growth: Companies demonstrating organic growth processes tend to command higher valuations in the market compared to those reliant on acquisitions.
• Quality of Life through Scale: Achieving scalability beyond $10 million in revenue affords MSP owners and employees better life quality and company culture, reducing burnout and enhancing business resilience.

Guest Name: Brian Strong

LinkedIn page: https://www.linkedin.com/in/brian-strong/

Company: TenHats

Website: https://tenhats.com/

Show Website: https://mspbusinessschool.com/

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

Sponsor vCIOToolbox: https://vciotoolbox.com

Join Brian Doyle in an engaging episode of MSP Business School as he welcomes Frank Raimondi from Nodeware, a frequent guest and expert in cybersecurity and MSP strategies. This discussion veers from the typical focus on specific technologies, diving into the transformative impact of AI on security and technology advancements. Frank shares insights from his extensive background in vulnerability management, discussing how AI affects the landscape of cybersecurity and the role of MSPs in navigating these changes.

In this episode, Doyle and Raimondi explore how AI is reshaping industries and the increasing need for security vigilance. With the rapid emergence of AI tools, businesses face new vulnerabilities that MSPs must manage effectively. Raimondi emphasizes the importance of continuous vulnerability management, highlighting how tools like Nodeware play a crucial role in protecting company assets. They also discuss how AI is enabling faster detection of vulnerabilities and the necessity for MSPs to guide organizations in crafting AI policies to safeguard their data and operations.

• AI's Impact on Cybersecurity: AI is revolutionizing the speed at which vulnerabilities can be detected, posing both opportunities and challenges for managing security.

• Continuous Vulnerability Management: The need for ongoing vulnerability assessment is crucial in the fast-paced tech landscape, as highlighted by Nodeware's offerings.

• Role of MSPs: Managed Service Providers are evolving into Managed Information Providers, crucial in educating clients about AI's implications and establishing protective measures.

• AI Policies and Compliance: The development of AI policies is essential for organizations to safeguard their data and operational integrity.

• Navigating Technology Advancements: MSPs should position themselves as trusted advisors, providing insightful guidance on adopting and managing technological innovations.

Guest Name: Frank Raimondi

LinkedIn page: https://www.linkedin.com/in/frankraimondi/

Company: Nodeware

Website: https://nodeware.com/

Show Website: https://mspbusinessschool.com/

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

Sponsor vCIOToolbox: https://vciotoolbox.com

Join Brian Doyle as he hosts Johnathan Schofield, aka Skofi, in an engaging episode of MSP Business School. Jonathan, a celebrated community connector, shares insights into his journey into the IT service world and talks about the art of sales in the industry. He touches on his accidental foray into IT services, stressing the importance of community in propelling his career forward.

The conversation unfolds with a deep dive into the impact of AI on the IT services industry. Johnathan and Brian discuss the real and perceived roles of AI, examining both the opportunities and misconceptions surrounding its implementation within small to medium-sized service providers. They delve into the crucial importance of understanding a buyer's current and future needs, and how AI can bridge this gap in a meaningful way. This episode is rich with strategies on leveraging AI without losing sight of core sales principles—a must-listen for aspiring MSPs and IT vendors.

• Community Focus: Johnathan emphasizes the role of community in growing and sustaining a successful business in the IT services field.
• AI's Role in Sales: While AI offers extraordinary capabilities, it's crucial to first understand and communicate the needs and future visions of customers.
• Sales Fundamentals: Despite technological advancements, the core principles of sales—understanding and tailoring to customer needs—remain unchanged.
• AI Readiness: MSPs should evaluate their clients' current usage of AI and establish governance and security measures to avoid data risks.
• Channel Collab Initiative: Johnathan's Channel Collab promotes local networking, learning, and sharing among MSPs and vendors, emphasizing growth through relationships.

Guest Name: Johnathan Skofi

LinkedIn page: https://www.linkedin.com/in/johnathan-schofield/

Company: Skofi - findmyitpartner.com

Website: https://findmyitpartner.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 engages in a dynamic discussion with John Harden, a pioneer in the AI realm within the MSP industry. With an impressive 17-year tenure in the sector, John Harden brings an expert perspective on the rapid evolution of AI technology. As MSPs grapple with AI's practical applications and benefits, Harden provides insights into achieving scalability, responsibility, and repeatability with AI solutions. John also shares his experience of launching Lemhi, a new venture focused on guiding MSPs to effectively harness AI for service improvements and operational excellence.

John Harden and Brian Doyle highlight how AI is transforming the landscape for MSPs. Through engaging dialogue, they discuss tooling, responsible deployment, and strategic implementation of AI to boost client relations and service offerings. They emphasize the importance of establishing a repeatable sales motion and developing a robust, manageable AI framework. Harden's Lemhi is positioned to directly address this by providing the necessary resources and expertise to integrate AI into MSP operations effectively, focusing on incremental value creation across all levels of client relationships.

• AI Strategy and Deployment: Successful AI integration requires repeatable, responsible, and scalable strategies, as articulated by John Harden based on his extensive research and experience.
• MSP Transformation: MSPs have an unprecedented opportunity to evolve into Managed Intelligence Providers, offering AI-driven solutions that enhance service offerings and deepen client engagement.
• Project vs. Ongoing Engagement: Rather than viewing AI implementations as one-off projects, MSPs can achieve greater value by adopting a continuous, relationship-focused approach that caters to individual job roles within client organizations.
• Lemhi's Offering: The launch of Lemhi aims to help MSPs initiate a repeatable sales motion around AI, supporting them with tools and frameworks for effective AI rollout and management.
• Open Engagement Opportunities: John emphasizes building in collaboration with design partners and actively encourages MSPs to engage with Lemhi for better alignment and co-development.

Guest Name: John Harden

LinkedIn page: https://www.linkedin.com/in/john-harden/

Company: Lemhi

Website: https://www.lemhi.com/

Show Website: https://mspbusinessschool.com/

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

Sponsor vCIOToolbox: https://vciotoolbox.com

Join Brian Doyle in this insightful episode of MSP Business School as he delves into the burgeoning role of AI in Managed Service Providers (MSPs). This episode offers a deep dive into how MSPs can navigate the dynamic landscape of AI to enhance their service offerings and foster substantial client relationships. Brian leverages his wealth of experience to outline strategic approaches to integrating AI into business conversations, underscoring the shift from traditional IT services to a more holistic AI-driven advisory role.

Throughout the episode, Brian outlines the significant impact of AI readiness assessments and governance strategies. He emphasizes the crucial need for MSPs to incorporate AI into their strategic frameworks, noting significant financial opportunities and the potential to transition from commodity services to strategic partners. The discussion spans various critical aspects, including data readiness, infrastructure, security concerns, and the cultural and executive buy-in necessary for a successful AI adoption framework. The episode paints a vivid picture of AI as a transformative force, capable of driving efficiency, ROI, and innovation, while also highlighting the necessity of ongoing governance and adaptation to evolving AI models.

• AI Opportunities for MSPs: AI projects offer considerable financial opportunities, with projects averaging between $3,000 and $15,000 and up to $30,000 in recurring revenue through governance services.

• Importance of Readiness Assessments: Conducting comprehensive readiness assessments involving data, infrastructure, security, and cultural dynamics is critical for successful AI integration.

• Need for Strategic AI Governance: Long-term AI success is tied to robust governance frameworks due to continual model evolution and security risks.

• Cultural and Executive Buy-In: Establishing executive and cultural buy-in within client organizations is essential for AI adoption and maximizing its potential.

• Avoiding Scope Creep and Complexity: MSPs must maintain a clear strategy, limit options for clients, and focus on clear business outcomes to avoid project complexity and provide tangible client value.

In this episode of MSP Business School, host Brian Doyle engages with Chris Cooke, founder of Ethikai, to explore innovative strategies for business growth, particularly within the world of Managed Service Providers. The episode introduces Chris's unique approach to operations consultancy that prioritizes understanding the core of business challenges instead of only addressing surface symptoms. Doyle and Cooke delve into topics such as pattern recognition, the importance of ethical business practices, and the Japanese concept of "Ikigai" which contributes to Ethikai's ethos.

The conversation highlights the importance of business self-awareness and strategic planning. Chris emphasizes the necessity of knowing one's business goals, likening the direction of a business to a road trip where knowing your destination is crucial. Discussions unfold around the six types of working genius, a model by Patrick Lencioni that Chris utilizes to help businesses ensure employees are in suitable roles to thrive. Through anecdotes and strategies, the episode provides insights into operating on the principle that personal and business growth stem from understanding and leveraging individual and collective strengths.

• Leveraging Pattern Recognition: Chris Cooke highlights how identifying business patterns can prevent stagnation and foster growth, contrasting repetition with innovation.
• The Six Types of Working Genius: This model helps align team members with roles that fit their strengths and prevent burnout, enhancing productivity and job satisfaction.
• Aligning Business Goals with Personal Values: The discussion stresses the importance of defining whether a business should be a lifestyle or high-growth venture, and choosing a path that aligns with the owner's values.
• Importance of Self-awareness in Business Leadership: Knowing who you are and what you want from your business is crucial for effective leadership and strategic planning.
• Applying Pragmatism to Business Challenges: A pragmatic, root-cause analysis approach can provide effective solutions rather than sticking to traditional models or surface-level fixes.

Guest Name: Chris Cooke

LinkedIn page: https://www.linkedin.com/in/cookechris/

Company: Ethikai Consulting

Website: https://ethikai.co.uk/

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 dives deep into the evolving roles of external leadership within managed service providers (MSPs). Focused on concepts like VCIOs and the newer roles of VCISOs and Virtual Chief AI Officers, Brian unpacks the complexities and contributions these positions bring to customer leadership hierarchies. Through personal anecdotes and professional insights, he shares valuable strategies on how MSPs can position themselves as trusted advisors and integral parts of their clients' success stories.

Brian explores the challenges and opportunities of embedding MSP professionals into client leadership structures, stressing the importance of building trust, understanding organizational culture, and strategic alignment with business goals. In a landscape crowded with rapid technological changes and increasing cybersecurity threats, he advocates for MSPs to harness their market intelligence and AI insights to drive value for their clients. The episode is brimming with tactical advice on influencing without overstepping, understanding organizational dynamics, and leveraging industry expertise to strengthen client outcomes.

• Importance of Building Trust: Trust with customers is not instantaneous. It's a gradual process that requires consistent engagement and understanding of the client's business environment.
• Role Evolution in MSPs: The increasing significance of roles like VCISO and Virtual Chief AI Officer highlights the necessity for MSPs to adapt and integrate into broader strategic conversations.
• Effective External Leadership: Successful MSPs balance influence without authoritative control, remaining essential partners while avoiding entanglement in organizational politics.
• Strategic Alignment: Understanding clients' business priorities and risks is crucial to building a meaningful, long-term professional relationship that adds measurable value.
• Cross-Functional Engagement: Communicating across different levels and departments within client organizations is vital to grasp diverse needs and advocate for impactful technology solutions.

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 James Steel from MSP Testimonials to discuss the power of customer testimonials in marketing strategies for Managed Service Providers (MSPs). James shares his journey and insights from years within the MSP arena, highlighting how video testimonials can be a game-changer in building trust and establishing new client relationships. With the challenge of marketing acquisition looming large for MSPs, this conversation uncovers actionable steps that can drive substantial results in presence and outreach.

Throughout the episode, Brian and James delve into the practical aspects of obtaining and utilizing customer testimonials. The dialogue emphasizes the importance of authenticity over perfection, encouraging MSPs to leverage existing customer satisfaction to foster new connections. The conversation explores strategies for effectively using testimonials to address customer objections, build trust, and nurture ongoing client relationships. With detailed explanations on transitioning testimonials into various content forms, this episode serves as a comprehensive guide to integrating testimonials into marketing and sales processes effectively.

• The Power of Video: Video testimonials are a powerful tool for MSPs to demonstrate their value and build trust with potential clients by showcasing authentic customer experiences.
• Repurposing Content: Mastering the repurposing of testimonial content into different formats like PDFs, reels, and case studies can enhance reach and effectiveness across sales and marketing channels.
• Overcoming Perfection Barriers: Authenticity and heartfelt customer feedback often trump the chase for perfect video production, facilitating ease of access to valuable testimonials.
• Strategic Testimonial Gathering: Identifying the right moments and customer interactions to request testimonials can dramatically improve participation rates and relevance to target audiences.
• Enhancing Customer Relationships: Engaging clients in the testimonial process can also serve as a relationship-strengthening activity, revealing additional value and fostering loyalty.

Guest Name: James Steel

LinkedIn page: https://www.linkedin.com/in/james-steel-8964947/

Company: MSP Testimonials

Website: https://www.msptestimonials.com/mspbs

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 Dori Spade, founder of Call to Action, to delve into the intricacies of the MSP industry. Dori shares her extensive experience in the field, discussing the common issues of misalignment between sales and service teams and how she addresses these through her "Seamless Sales Delivery Model." With a rich background that spans both leadership and operational roles within MSPs, Dori provides insights into how organizations can improve their service delivery to boost client retention and enhance sales performance.

Dori emphasizes the significance of trust within teams and with prospective clients, pointing out how an integrated approach between sales and service sectors can result in higher close ratios and better client retention rates. She shares practical strategies like involving multiple team members in the sales process, which not only builds trust but also showcases a cohesive unit to clients. Additionally, Dori touches on the early stages of AI adoption within MSPs, likening it to previous shifts toward cybersecurity services. Her experience-backed advice is designed to equip MSPs with strategies for smooth transitions and enhanced performance, making this episode a must-listen for MSP leaders looking to innovate and grow.

• Aligning Sales and Service: Creating a seamless connection between sales and service teams improves client retention and boosts sales close ratios.
• Building Trust: The importance of bridging the trust gap both internally and with clients through structured processes and team involvement.
• Innovative Sales Models: Introducing multiple team members into the sales process can demonstrate competency and foster client trust.
• AI in MSPs: Anticipate AI adoption similarly to earlier cybersecurity integration, focusing on strategic implementation and alignment.
• Scalability of Sales Models: Whether it's a small or large MSP, a defined process for roles and responsibilities can scale with the organization.

Guest Name: Dori Spade

LinkedIn page: https://www.linkedin.com/in/dspade/

Company: Call To Action LLC

Website: https://calltoactionllc.com/

Show Website: https://mspbusinessschool.com/

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

Sponsor vCIOToolbox: https://vciotoolbox.com