MSP Chat

Don’t worry, Rich hasn’t acquired a serious smoking habit recently. It just sounds like he has, because after five straight weeks on the road his voice has quit on him. That didn’t stop him and Erick from diving into how communities like TD SYNNEX CommunitySolv can accelerate go-to-market ecosystem growth, though, and why every MSP should fire their worst customers regularly. Then Rich is joined by John Holland of Corporate Finance Associates for a look at the M&A landscape for MSPs coming out of 2024 and heading into 2025. And finally, one last thing: A hard rock concert held over 8,000 feet underground, surrounded by in-real-life heavy metal.  

Discussed in this episode:

John Holland on M&A: “Cybersecurity, Consolidation, IT Services Driving ‘Robust’ M&A in 2024”
Canadian rock band plays world's deepest concert in a mine

Live from the ChannelPro Defend West event in Newport Beach, Calif., Erick and Rich discuss a quietly weighty new “Automation as a Service” offering from RPA vendor Rewst and how rigorous documentation can pay off big during M&A negotiations. Then Rich is joined by MSP and brand strategist Lisa Shorr to explore five key lessons you’ll learn from her new book, Your B.R.A.N.D. Unleashed: 9 Proven Strategies That Build Trust and Maintain Lasting Client Loyalty. And finally, one last thing: Does it matter if you’re polite to AI? 

Discussed in this episode:
Your B.R.A.N.D. Unleashed: 9 Proven Strategies That Build Trust and Maintain Lasting Client Loyalty
Should I Be Polite to AI?" Study Reveals Most Adults Say Yes

No actual cussing on this episode. Just Erick and Rich discussing Pax8’s new partner program and essential service quality KPIs every MSP should track. Then they’re joined by Rayanne Buchianico of ABC Solutions for a conversation about CFOs and why way more MSPs should have one. And finally, one last thing: An AI hallucination that left a lot of Dubliners disappointed on Halloween.

Discussed in this episode:
AI hoax causes thousands to show up in Dublin, Ireland, for non-existent Halloween parade

Live from DattoCon 2024 in Miami, Erick and Rich discuss the new Kaseya 365 User security solution and three hiring practices that will set new employees up for long-term success. Then they’re joined by Mike Puglia, the general manager of Kaseya’s security suite, to talk some more about Kaseya 365 User, the new DNS and web filtering features in Kaseya 365 Endpoint, AI, and more. And finally, one last thing: an oddly satisfying Halloween tradition from Stillwater, Minn., that involves dropping one-ton pumpkins from a 100-foot crane. 

Discussed in this episode:
Bonus Video Post: Kaseya 365 Does User Security Now Too
Oddly satisfying video of the Stillwater Harvest Fest pumpkin drop

Erick and Rich discuss how MSPs can profit from pursuing the same ecosystem strategy that ConnectWise and N-able use to compete in the market for managed services suites, and how a disciplined approach to change management can help MSPs make big strategic initiatives like building an ecosystem manageable. Then they’re joined by Mike Psenka, president and CEO of project management vendor Moovila, for a deep-dive conversation on challenges and opportunities in MSP project management. And finally, one last thing: A new AI-powered healthcare solution with a value proposition too icky to discuss here. 

Discussed in this episode:
Throne’s toilet camera takes pictures of your poop

Erick and Rich discuss new data from TD SYNNEX suggesting that while AI may be where the growth is in managed services security’s still where the money is, as well as how MSPs can use SLAs and KPIs to drive clients toward bigger, more expensive service bundles. Then they’re joined by Dave Russell, SVP of enterprise strategy at data protection heavyweight Veeam, for an insightful look at the blurring lines between backup and security, and what they mean for the channel. And finally, one last thing: how an apartment dweller in Sacramento discovered he’d been inadvertently paying his neighbor’s electric bill…for 18 years. 

Discussed in this episode:
TD SYNNEX Report: Channel Partners Seek Balance Between Accelerating AI Innovation and Core Technologies
2024 Gartner Magic Quadrant for Enterprise Backup and Recovery Software Solutions
California man accidentally pays neighbor's power bill for years

Erick and Rich discuss a wave of private equity-funded vendor M&A activity due in 2025 and what it means for MSPs, as well as advice for building a strong company culture. Then they’re joined by Sam Valme of AvePoint for a conversation about AI-related opportunities for MSPs in data management. And finally, one last thing: a new AI-powered ETF that uses an LLM trained on the wisdom of Warren Buffett among others to build an investment portfolio all on its own. 

Discussed in this episode:
Your Favorite Vendors May be Headed for a Sale
Deepwater Managing Partner and AI Investing Expert Launches New Investment Firm, Intelligent Alpha, and First ETF to Deliver Alpha-Generating AI-Powered Investments

Erick and Rich discuss why private equity firm Thoma Bravo says Manny Rivelo is the right choice to be ConnectWise’s new CEO and three tips for improving customer retention. Then they’re joined by Sunny Kaila, CEO of IT By Design, to discuss his new book on how overseas technical workers can help MSPs grow faster, increase profits, and raise their valuation. And finally, one last thing: a new AI tool that threatens to put Erick and Rich out of their podcast-hosting job. 

Discussed in this episode:

Thoma Bravo Exec on New Connect
Wise CEO: “He’s an Innovator”
The Secret to Building Winning Global Teams: How to Leverage Offshore Talent to Exponentially Increase Profitability and Valuation, by Sunny Kaila
Sunny Kaila’s LinkedIn

Erick and Rich discuss what ConnectWise buying Axcient and SkyKick says about the future of managed services suites and techniques for optimizing service delivery. Then in a two-part interview segment they’re joined first by Corey Kirkendoll of 5K Technical Services and Brian Weiss of ITECH Solutions for a look at how two leading-edge MSPs are incorporating AI into their client service roster. And finally, one last thing: The nightmare every parent who brings a four-year-old to a museum full of priceless artifacts dreads. 

Discussed in this episode:
ConnectWise Accelerates Next Generation of Data Protection and Cybersecurity for MSPs with Acquisitions of Axcient and SkyKick
5K Technical Services
ITECH Solutions
The ancient jar smashed by a 4-year-old is back on display at an Israeli museum after repair

Rich explains the valuation-growing logic of leveraging overseas technical resources and the competitive dangers of not doing so. Erick then shares some concrete success tips based on his use of offshore employees years ago in his MSP days, and Rich speaks with Channel Program CEO Kevin Lancaster about strategies both vendors and MSPs can use to forge stronger, more successful relationships. And finally, one last thing: A look at the weirdest lost-and-found items (including a pet lizard and a $6 million watch) left behind in hotel rooms. 

Discussed in this episode:
For MSPs, It’s Go Global or Go Home
Channel Program’s emerging integration strategy
Channel Program is giving MSPs visibility into their solution stack
NaviStack: Navigate Your Stack
Hotel Room Innsights Report: Hotels.com Pulls Back the Covers on the Surprising World of Hotels