Shows
Beyond the DashboardCustomer Persona ScoreIn this episode of Beyond the Dashboard, we're joined by Gray Mabry, CEO of iVenture Solutions, to discuss their innovative approach to measuring customer satisfaction. Gray shares insights on their "Customer Persona Score," a metric that goes beyond traditional NPS and CSAT scores. Discover how iVenture Solutions:Analyzes communication data to assign personas to customersTailors their service based on these personas to minimize attritionLeverages language models to process unstructured data and gain valuable insightsFocuses on both low and high scores to identify areas for improvement and replicationGray also emphasizes the importance of measuring response times...2024-03-1212 min
Beyond the DashboardEmail MarketingAre you keeping pace with email marketing benchmarks in the MSP industry? In this episode, we dive into the key metrics and KPIs MSPs should track to optimize their email campaigns.We break down the email marketing funnel, including list size, open rates, click-through rates, and more. Learn the industry averages in each area and evaluate how your email program stacks up.You'll get actionable tips on how to improve deliverability, drive more clicks, and add value for your subscribers. We discuss the best days and times to send emails, personalization tactics, mobile optimization, and...2024-03-0517 min
Beyond the DashboardWebsite Conversion RateTesting and Refining Your Website for Maximum ConversionsAre you looking to grow your managed IT services business? In this episode, we dive into proven strategies to boost conversions and sales from your website.We discuss:The importance of tracking and optimizing your website's conversion rateBest practices for A/B testing call-to-action buttons and messagingTips for incrementally improving conversions over time through continued refinementSuggestions for simplified tracking for smaller MSPs without complex analyticsCrafting customer-focused CTAs that drive action using powerful verbsEnsuring your content and website stands out from competitorsJoin us for...2024-02-2709 min
Beyond the DashboardCustomer ReviewsGet More 5-Star Reviews and Boost Your CredibilityAs an MSP, positive online reviews are critical for establishing trust and credibility with potential clients. In this episode, we dive into the #1 most important marketing KPI - customer reviews.You'll learn:The 3 main platforms to focus your review efforts (Google, Facebook, LinkedIn)Creative ways to incentivize customers to leave reviewsHow to leverage reviews across your marketing materialsThe power of employee reviews on Glassdoor for employer brandingWe share plenty of strategic tips to make review gathering a consistent part of your marketing strategy...2024-02-2011 min
Beyond the DashboardSales Conversion RateMaximizing MSP Sales: Improving Conversion RatesThe hosts discuss the inherently slow sales cycle of most Managed Service Providers (MSPs), leading to low lead conversion rates. Paul Green highlights the importance of pre-qualifying prospective clients and improving the sales process. He stresses personalized and efficient sales meetings rather than formal training.Paul also provides ways to increase sales conversion rates through pre-communication and detailed post-meeting follow-up. He notes automation should only be implemented once proven manually. Finally, Paul draws parallels between marketing and dating, emphasizing mutual selection for better client-provider relationships.Today's sponsor...2024-02-0517 min
Beyond the DashboardLead TimeStreamlining Business Operations Through Lead Time MetricsWim explores the important metric of lead time - the total time from initiating a task to completion. He explains how lead time matters more than just time spent on work. By minimizing lead time, MSPs can operate more efficiently. Strategies include pricing consistency, automation, and cross-training to speed up work cycles. Wim discusses common misconceptions about lead time. Monitoring it identifies process issues. Related books for further knowledge are also covered. Understanding lead time helps MSPs and manufacturers optimize operations.Today's sponsor is Comet Backup. Use the...2024-01-2910 min
Beyond the DashboardFlow EfficiencyImproving Flow Efficiency for Better MSP PerformanceWim explains the concept of flow efficiency, using an office migration example. He discusses how efficiency depends not on number of tickets, but on time spent usefully working on a project. MSPs should focus on work performed rather than individual workloads. Addressing one ticket at a time improves outcomes. Monitoring work in progress, response times and productivity matters more than technician utilization. The goal is faster, quality problem-solving to satisfy clients. Regularly tracking work progress helps, as does using a Kanban board. Wim warns against over-focusing on staff utilization as...2024-01-2211 min
Beyond the DashboardLead to Appointment Conversion RateDeciphering the Lead to Appointment Conversion Rate in SalesIn this informative conversation, the speakers delve into the concept of lead to appointment conversion rate, a measure of a sales team's effectiveness in turning leads into scheduled appointments. The speakers highlight that the conversion rate can depend on factors like geography, business nature, and more.While Paul Green notes the rate tends to be low for Managed Service Providers (MSPs) due to long sales cycles, he advises tracking it over time for consistency. Fluctuations may indicate an issue. Paul also discusses assessing appointment quality through...2024-01-1514 min
Beyond the DashboardCustomer Acquisition Cost (CAC)Understanding and Maximizing Your Customer Acquisition Cost (CAC) for Business GrowthIn this episode, Vince Crisler discusses the importance of tracking the cost of customer acquisition (CAC) for businesses, particularly SaaS and MSPs (Managed Service Providers). They delve into calculating CAC, including factors such as marketing, onboarding, demonstrations, and customer acquisition through different channels. They also emphasize the significance of comparing CAC with customer lifetime value to maximize profitability. Vince also highlights the impact of service delivery on the CAC, warning against pitfalls of rapid expansion without adequate onboarding resources. The balance between...2024-01-0810 min
Beyond the DashboardWork In Progress (WIP)Understanding and Improving Work In Progress (WIP)Wim discusses the important metric of Work In Progress (WIP) and how it impacts managed services providers (MSPs). He explains how WIP refers to tasks currently being worked on across departments. By reducing WIP, MSPs can increase productivity and improve workflow. Strategies include cross-training staff, defining clear work processes, and focusing on one task at a time. Monitoring both individual and team WIP is critical. Related metrics like lead time and throughput are also covered. Wim advocates concepts like Kanban and lean thinking to better manage WIP in MSPs.2024-01-0113 min
Beyond the DashboardNumber of New Sales AppointmentsTransforming Your MSP Business by Tracking New Sales AppointmentsPaul Green discusses the importance for Managed Service Providers (MSPs) to focus on procuring quality sales appointments. He asserts that many MSPs struggle in this area.To improve, Paul recommends a process that starts with identifying leads and converting them into prospects. Interacting with prospects should involve a 15-minute video call for initial bonding before scheduling an in-person sales meeting.Paul stresses tracking the Number of New Sales Appointments KPI, along with other metrics like leads, prospects, and video calls. He shares tips on...2023-12-1813 min
Beyond the DashboardThroughputBoosting Performance through ThroughputWim discusses how throughput is a key metric for businesses to monitor. Similar to manufacturing, throughput measures output and capacity utilization. By tracking throughput, companies can identify bottlenecks reducing productivity. Wim explores strategies to optimize throughput such as training, automation and upgrading equipment. Increased throughput boosts profits and employee morale.Today's sponsor is Comet Backup. Use the exclusive promo code: ROCKETMSP when you sign up to get $50 USD Free Credit for your first 90 days with Comet. Start running backups in 15 minutes or less!Get started with Comet Ba...2023-12-1104 min
Beyond the DashboardNumber of New LeadsUnderstanding the Difference Between Leads and Prospects in MSP MarketingIn this discussion, Paul Green clarifies the difference between 'leads' and 'prospects' in the context of Managed Service Providers (MSPs) marketing. A lead is anybody engaging with your marketing in some way, such as a LinkedIn connection or newsletter subscriber. In contrast, a prospect represents a more advanced relationship, usually involving direct one-to-one discussions about potential business.The talk emphasizes the importance of constant activity in gathering leads, given the lengthy sales cycle in the MSP industry. The aim is to be present at the...2023-12-0417 min
Beyond the DashboardProfit and Loss (P&L)Understanding Business Metrics: The Importance of Profit and Loss ManagementDave Sobel highlights the importance of understanding profit and loss (P&L) as the key indicator of a business's wellbeing. P&L is the main metric to which all others relate. He outlines his approach to explaining P&L to vendors and supply partners, emphasizing revenues and costs, particularly labor costs as the largest expense in managed services.Dave discusses the concept of a 'healthy' profit margin for managed services providers (MSPs). He suggests that anything over 12-15% is good, and over 20% is very healthy...2023-11-2720 min
the RocketMSP PodcastMake Smart Business Decisions with Carrie RichardsonCarrie Richardson joins me to discuss making smarter business decisions.
Carrie is a partner at Richardson & Richardson Consulting—a company that provides business consulting services mainly to the IT channel. She also is the founder of Managed Sales Pros LLC, the leading outbound appointment setting company for MSPs in America.
Richardson & Richardson Consulting
https://randr.consulting/
Managed Sales Pros
https://www.managedsalespros.com/
The RocketMSP Podcast with Steve Taylor was created to help IT professionals learn about the latest tools and processes to run a more profitable MSP.
S...2022-07-1940 min