In this conversation with the channel leaders, Jack, Jim, and Gary discuss common challenges faced by business owners, particularly in the MSP (Managed Service Provider) industry. Jack emphasizes the importance of having a clear vision for the future of the business, as it provides direction and helps in effectively mapping out strategies. He suggests that business owners should define their definition of success and understand their desired outcomes before seeking assistance or guidance. Gary adds that the MSP community is currently experiencing rapid changes and emphasizes the need for vision and a clean slate approach to make necessary improvements and overcome challenges.
Jim shares his experience in the software business and highlights the importance of effective sales strategies, such as “land and expand,” where initial sales focus on addressing specific customer needs before expanding the scope of services. He also mentions the significance of understanding customer acquisition costs and the economics of the business to drive better results.
The conversation then shifts to the topic of building a strong company culture. Jack emphasizes the importance of recognition, communication, personal and professional development, and empowerment processes to create an environment where employees feel valued and motivated. Jim suggests using management principles like communication, recognition, empowerment, accountability, and development to build a great culture. Gary focuses on putting employees in positions to succeed, clearly defining roles and responsibilities, and providing metrics for measuring performance.
When discussing the challenges MSPs and channel leaders may face in the next five to ten years, Gary predicts significant changes in the industry due to the increasing influence of artificial intelligence (AI) and digital transformation. He advises MSPs to plan for these changes and make sure their businesses remain profitable. Jim suggests that MSPs should focus on winning during periods of transition by identifying key areas of change, such as the shift from device-centric to user-based approaches and the increasing importance of cybersecurity.
In summary, the key takeaways from the conversation with the channel leaders are the importance of having a clear vision, understanding customer needs, effective sales strategies, building a strong company culture, and preparing for industry changes driven by AI and digital transformation.
Watch: Mastering the MSP Game with Insights from Channel Leaders
About Sunny’s Silver Linings Podcast
“Sunny’s Silver Linings” is a top MSP channel podcast hosted by the CEO of IT By Design, Sunny Kaila. Sunny and his guests cover a wide range of MSP- and talent-based topics, including leadership, corporate culture, MSP services, cybersecurity, customer service, talent growth and retention, and strategies to achieve success in the channel. Listen now to take your business to the next level!
You can check out all our episodes here. You can also listen to “Sunny’s Silver Linings” podcast episodes on all the top streaming platforms, including Apple Podcasts, Spotify, Amazon Music, iHeart Radio, etc.
About IT By Design
With more than two decades of experience as a technology services provider—first as an MSP, and then for MSPs—IT By Design (ITBD) helps clients navigate the volatile technical landscape. As the authority on MSP-trained technical talent, it understands the challenges its customers face when recruiting team members. ITBD addresses those issues through many solutions: dedicated staffing, 24x7x365 NOC services, helpdesk solutions, RMM virtual admin, vCIO consulting, security, employee and client engagement software, and professional services. ITBD is headquartered in New Jersey and has facilities in India and the Philippines.