Customer experience includes anything that can leave an impression on a customer – support interactions, your website, and account management, etc. Most of the interactions that shape the customer experience for your MSP practice happen at the help-desk level with your IT help-desk ticketing system.
The MSP industry is unstoppable, with the market size expected to grow to USD $527.84 billion by 2022. According to the Harvard Business Review, 57% of organizations view IT as an investment that drives innovation and growth. The industry is only a decade old and filled with great and not-so-great providers. The exceptional MSPs are differentiating themselves by giving their customers compelling IT support options.
The word ‘transformation’ is quite loosely used in IT organizations or managed service providers. If you work for one or are have a related service or product you probably hear the word several times a day. For some, transformation is on the verge of becoming a corporate ‘buzz’ word – used and abused. It further confuses people when you talk about transformation instead of promoting a discussion.
HubSpot organized their 4th Grow with HubSpot event this October in New Zealand and hundreds of marketers from all industries attended. ‘Grow with Hubspot’ is an annual event where HubSpot explores the changing face of business growth, and covers inbound marketing and sales tactics that can help businesses grow better.
At DeskDirector we follow the Inbound Methodology. We believe that through Inbound Marketing you are not succeeding alone, your customers and employees are succeeding with you. This methodology fits perfectly in the MSP industry - where your success is dependent on the success of your customers. MSPs can establish a relationship of a trusted technology adviser with its customers by teaching them at every touch point.
You've just hired a new marketing whiz for your team. The only problem is, they're not familiar with the specific requirements of the MSP space. How do you get them up to scratch quickly and ensure they have the tools they need to flourish?
ConnectWise organized their User Group event in Auckland, New Zealand sponsored by Webroot. Few members of the DeskDirector, (also a ConnectWise Partner) had the opportunity to attend the event and speak with the leading MSPs in the country. The theme surrounding the event was Sales and Marketing, a pressing issue for most MSPs. If you missed this prestigious event, we have some highlights for you.
MSPs are slowly but surely realizing the pressing need for marketing. Once you decide on hiring someone for your MSP Marketing team, there is a different hurdle that awaits.
All your customers have different needs and require different levels of service. To create great customer experiences for them you need to customize your services to fit their specific needs.
MSP Marketing can be a tricky affair! It tends to be tough because you need to gain trust through your marketing efforts evenbefore there has been a sales meeting. The services or products you sell are an investment for your future customers.Thus, they want to be entirely sure that they can trust their potential managed service provider.
For years we offered one-to-one onboarding/implementation calls to every new customer. Later we would also customize it for each MSP specifically based on the knowledge they already acquired from our knowledge base materials.