MSP Chat

Erick and Rich discuss why vendors are introducing partner loyalty programs and how MSPs can cement their position as trusted advisors while locking in revenue by aligning IT budget discussions with a client’s financial planning cycles. Then they’re joined by Jessica McDowell, TD SYNNEX’s senior vice president of North American marketing and digital customer success, for a conversation about AI, community, marketplaces, and the changing relationship between partners and distributors. And finally, one last thing: a look at LegoGPT, the AI killer app we’ve all been waiting for. 

Discussed in this episode:
TD SYNNEX Brings B2C Rewards to B2B Relationships
TD SYNNEX Partner Loyalty program
TD SYNNEX PartnerLINK program
LegoGPT is here to make your blocky dreams come true

Inspired by the panel discussion they led at a recent conference, Erick and Rich discuss how real MSPs are making real money in AI, as well as three proven techniques for increasing the value of your managed services business in a crowded M&A market.  Then they’re joined by Jason Beal, Americas president at Exclusive Networks, and Andrew Warren, the company’s North America vice president of sales and marketing, for an insightful conversation about the value of distribution in the age of services-first business models.  And finally, one last thing: why $100 ice cubes are the perfect gift for the billionaire in your life who has everything. 
Discussed in this episode:
There’s Money in AI. There’s Profit in Vertical AI.
Exclusive Networks: Aggregating Services
Blog post by Abraham Garver: Unlocking Higher MSP Multiples: How Peer Group M&A Outshines Conference Connections

Erick and Rich discuss efforts by Kaseya and Syncro to eliminate the seams between “seamlessly integrated” products by fusing them all into one solution, as well as strategic, non-salesy ways to upsell your clients. Then they take you live to the panel session they co-moderated at this year’s IT Glue GlueXperience event in Las Vegas in which three MSPs shared their hard-earned growth and success tips. And finally, one last thing: Why Australians are better off eating sausages on election day than understanding how they’re made. 

Discussed in this episode:
Death to Seams
How the democracy sausage, a polling day snack, became Australia’s election symbol

Erick and Rich discuss the long-term implications for MSPs of new research on agentic AI from Microsoft and N-able, as well as how and why MSPs should get back to often forgotten sales basics. Then they’re joined live from the Kaseya Connect conference in Las Vegas by Mike Puglia, GM of Kaseya’s security suite, for a conversation about why MSPs need fully managed SIEM solutions. And finally, one last thing: An annual gardening ritual from Rich’s hometown of Seattle that could be dangerous to people with thorns or slugs in their yard. 
Discussed in this episode:
2025: The Year the Frontier Firm Is Born
N‑able Report Reveals the Future of the SOC Relies on AI, While Human Intervention Remains Essential
Kaseya announces latest innovations at Connect 2025
Seattle goes full bloom on naked gardening day

Erick and Rich discuss how economic uncertainty is affecting IT spending plans, as well as what MSPs can do to navigate declining markets, supply chain disruptions, and other challenges to service delivery and profits. Then they’re joined by Mark Bloom, senior director of North America channel sales at Sectigo, for a look at the TLS certificate management opportunity and why MSPs not already providing that service will need to soon thanks to forthcoming changes to certificate lifecycles. And finally, one last thing: what happened in Rich’s hometown of Seattle when hackers used crosswalk signals to express their dislike of Amazon board chair Jeff Bezos. 

Discussed in this episode:
Fear Itself
Seattle crosswalk buttons hacked to sound like Jeff Bezos; SDOT exploring ‘stronger security measures’

Erick and Rich discuss why AI might be the spur MSPs need to take SaaS app management as seriously as they do device management, as well as why and how to avoid the dangers that come with letting too few clients account for too much revenue. Then they’re joined by Matt Lee, Pax8’s senior director of security and compliance, for a thought-provoking conversation about everything from the impact of agentic AI to why SMBs will soon have even better security than large businesses. And finally, one last thing: why children in the Japanese village of Kawara are collecting middle-aged man trading cards.  

Discussed in this episode:
Will Shadow AI Make SaaS Management Mainstream?
Cyber RISE home page
Middle-Aged Man Trading Cards Go Viral in Rural Japan Town

Erick and Rich discuss the tailwinds and headwinds that Slide, Datto founder Austin McChord’s new BDR venture, is likely to face in the MSP marketplace as well the secrets to charging user-based prices that reflect your service delivery costs accurately and get you the margins you deserve. Then they’re joined by Sanjib Sahoo, president of the global platform group at Ingram Micro, for a thought leader’s take on platforms, marketplaces, and using AI to drive operational efficiency. And finally, one last thing: the ultimate toothpaste flavor option for the true KFC fan. 

Discussed in this episode:
Slide Says No to Platform
Slide website
Oral Hygiene Just Got Crispy: KFC Drops Fried Chicken-Flavored Toothpaste (Yes, It’s Real)

Erick and Rich discuss the gap between how much business leaders want AI solutions and how unsatisfied they are with the solutions they’re getting, and why most MSPs should have at least one tech doing nothing but Level 1 help desk work. Then they’re joined by Xavier Gonzalez, chief communications officer at Kaseya, for a look at what communications professionals do and why MSPs need one. And finally, one last thing: 7-Eleven’s April Fool’s mystery donut, and why we’re all still waiting for it. 

Discussed in this episode:
Logicalis 2025 CIO Report: CIOs under pressure to deliver a return on innovation
“It May Seem Like a Prank, but It’s No Joke!” 7-Eleven Teases Strange New Donut With Mysterious Filling
Kaseya Connect 2025 website. Use code “MSPChat20” for 20% off on admission.

Erick and Rich discuss HP’s solution-focused strategy for avoiding hardware commoditization and three tactics for improving MRR predictability. Then they’re joined by Tim Golden of Compliance Scorecard for an expert’s take on why and how to get into the burgeoning market for compliance services. And finally, one last thing: Why investment firm Aberdeen renamed itself Abrdn and then came to regret it.  

Discussed in this episode:
Don’t Sell Hardware
Vowel movement: Abrdn renames itself Aberdeen to remove ‘distractions’

Erick and Rich discuss new pricing options coming this summer from ConnectWise and techniques for prodding reluctant clients to adopt security best practices. Then they’re joined by Peter Bretton, vice president of product strategy at NinjaOne, for a look at the managed services market through the eyes of a vendor that pays unusual attention to partner feedback. And finally, one last thing: New frontiers in TSA security check fails. 
Discussed in this episode:
New details about ConnectWise’s forthcoming pricing options
NinjaOne Secures $5 Billion Valuation and $500 Million Funding to Redefine Automated Endpoint Management
Colombian police catch a man smuggling packets of cocaine under toupee
Man found with a live turtle concealed in his pants by TSA at a New Jersey airport