MSP Chat

Wondering about the future of managed services? Erick and Rich (who’s back after a multi-week absence) explain why new research from Barracuda suggests offering consultative security and AI services to midsize businesses is a big part of the answer. Then they share three specific tips for cross-selling and upselling services like that to your existing client base, before getting a big-picture pers...

This week, Erick flies solo and dives into the newly released 2025 MSP 501 rankings from Channel Futures —the industry’s gold standard for identifying top-performing managed service providers. He breaks down why this data-driven list matters, how it boosts credibility, attracts vendors, and fuels internal momentum, and highlights the top trends driving this year’s winners—like AI adoption, securit...

A staggering 16 billion credentials linked to major services—Apple, Facebook, Google, and more—have just been confirmed leaked and Erick explores the grim reality and potential aftermath, and what it means for MSPs, as well as the types of AI services MSPs can deliver to their customers to increase their strategic value to them as well as their recurring revenue. Then, Erick is joined by Pax8’s Ch...

Fresh from the floor at Pax8 Beyond 25, Erick and Rich break down one of the event’s biggest announcements: the launch of PAX8’s new Integrations Hub and what it reveals about the evolving role of distribution, marketplaces, and the push for vendor interoperability in the cloud-first era; and how MSPs are using AI to write RFPs, win funding, and transform their client relationships. Then Erick is...

Speaking just after this week’s ConnectWise IT Nation Secure event, Erick and Rich discuss the simplified new ConnectWise Pro subscription plan and best practices for optimizing your client agreements before an exit. Then they’re joined by John Pagliuca, president and CEO of N-able, and Mike Adler, N-able’s chief technology and product officer, for a discussion about why N-able believes MSPs shoul...

Erick and Rich ponder the tradeoffs of using an all-inclusive managed services platform versus going with best of breed as well as techniques for migrating managed service clients to a standardized services stack. Then they’re joined by Yoav Susz, general manager for the U.S. at Atera, to discuss Atera Autopilot, a fully autonomous AI-powered help desk tool now in general availability. And finally...

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, c...

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 sa...

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 t...

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 l...

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 provi...

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 a...

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 le...

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 fina...

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...

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 fr...

Erick and Rich discuss Evergreen Services Group’s M&A alternative to centralized MSP rollups and three strategies for enhancing your client onboarding process. Then they’re joined by Huntress CEO Kyle Hanslovan for a wide-ranging look at the current threat landscape, the role of community in strengthening security, and what software vendors should be doing to harden their products. And finally...

Erick and Rich discuss why it’s not at all too early to be taking the security implications of quantum computing seriously and three tips for achieving competitive differentiation. Then they’re joined by Nancy Henriquez, CEO of Sibyl Consulting, for an expert’s take on marketing, sales, and operations for MSPs. And finally, one last thing: employers weigh in on whether AI agents or humans do bette...

Erick and Rich discuss the five new products from ThreatLocker and what they say about the company’s future direction as well as avoiding the dangers of relying too heavily on a few big clients. Then Rich, flying solo for an interview recorded during Erick’s vacation, speaks with Sophos CEO Joe Levy about all things managed security. And finally, one last thing: why a lot more Americans than you m...

And trust us, there’s no stupidity in this episode. Just Erick and Rich talking about what New Charter Technologies buying a vendor that specializes in AI-based service desk optimization says about the future of managed services and three critical service desk KPIs every MSP should be tracking. Then they’re joined by Michael George, CEO of Syncro, for an insider’s look at the future of AI-powered...

Erick and Rich discuss Atera’s agentic AI RMM feature and how to avoid burning out your technicians. Then they’re joined by Nigel Moore of The Tech Tribe for an insider’s look at trends and opportunities this year in managed services. And finally, one last thing: The criminal consequences of today’s sky-high egg prices.  Discussed in this episode: Has Atera Gone Full Agentic? The Tech Tribe home p...

Erick and Rich discuss NinjaOne’s $252 million acquisition of Dropsuite and three tips for managing cash flow and profitability. Then they get an insider’s introduction to the Global Technology Industry Association (which you might know by its former name, CompTIA) by its chief community officer, MJ Shoer. And finally, one last thing: Erick’s vivid description of what the “corpse flower” currently...

Erick and Rich discuss what dual acquisitions by Cytracom and AvePoint say about the importance of platforms in managed services, as well as why and how to get in on the large and growing opportunity in co-managed IT. Then they’re joined by Peter Kujawa, vice president and general manager of ConnectWise’s Service Leadership unit, for a fascinating, fact-filled exploration of what Service Leadershi...

Erick and Rich are joined by Kaseya Co-Founder and Vice Chairman Fred Voccola in his first interview since stepping down as CEO to discuss why he’s changed roles and what it means for Kaseya partners. That comes after your hosts talk about recent research suggesting there’s a huge latent co-managed IT opportunity for MSPs in cloud management and three tips for helping customers manage legacy syste...

In this special bonus episode of MSP Chat, sponsored by Alchemi Data Management, Erick and Rich talk about the connection between data security and insider threat security, and why both are more important than ever right now, as well as three techniques MSPs can use to more closely align their IT services with a client’s business goals. Then they’re joined by Rob Sims, CTO and co-founder of Alchem...