The Channel Futures Podcast No. 18: The ‘If I Were to Start an MSP’ Edition
Question: When you pitch your services to potential customers, do you take steps to ensure that you have created “the highest consideration rate” possible for your company? If you don’t, you’re not likely winning as much business as you could.
So says Ken Archer, chief revenue officer at Nectar Services Corp. Nectar is a Jericho, New York-based platform company that develops software services that help with the management, visibility and service delivery across global and enterprise converged voice-over-IP (VoIP), SIP and MPLS networks. Archer has more than three decades of channel experience. In addition to serving as the channel chief at Avaya, he also served as vice president of global channels for Hewlett Packard Enterprise (HPE). During his career, Archer has helped literally thousands of partners grow their sales and serve their customers.
When we asked Archer what he would do “If I Were to Start an MSP,” he had plenty of insights to share. In addition to creating the highest consideration rate possible for your business, Archer suggests investing in customer account management. Time and again, he says, too many MSPs fail to understand the difference between hunting for new business, and farming existing accounts to make sure they are satisfied and enlightened.
One of the worst things you can do in business, he adds, is to take an account for granted. This is especially true of those that are on recurring monthly contracts. Learning of simmering disappointment long after a problem has festered, he says, is the kiss of death.
“Once you understand that you are vulnerable, it is probably too late [to save an account],” Archer says.
From Archer, we move on to another conversation. Our friend and partner Theresa Caragol, CEO and principal analyst at Achieve Unite, interviews Jennifer Anaya, vice president of marketing at Ingram Micro. Anaya has spent a lot of time recently looking at channel trends and go-to-market models. Caragol asks Anaya if the “cloud” is a friend or a foe of the channel. Anaya says it’s a friend for sure — but not necessarily for the reasons you might think.
Finally, we hear from our own James Anderson of Channel Partners. Anderson is an editor at Channel Partners who covers channel trends and news. Recently, he teamed with several young professionals to help launch Channel NX2Z, a new organization that helps young men and women find a home in the complex and ever-changing IT and communications tech channel. Whether you’re just getting your career started or helping others to do so, you’re going to want to hear more about Channel NX2Z.
If you’d like to be a guest on the podcast or have a question or some comments, drop me a line at firstname.lastname@example.org.