MSP Chat

In this special bonus episode of MSP Chat, sponsored by SuperOps, Rich kicks things off by sharing some alarming findings from the new SuperOps State of MSP Efficiency 2024 report, including that a quarter of MSPs don’t have a PSA, over a third don’t track non-billable labor, and over half say they don’t have a way to measure operational efficiency. Erick’s tip of the week then explains why those...

Erick and Rich discuss the coming “supercycle” of PC sales and three techniques MSPs can use to manage remote employees. Then they’re joined by Elisabeth De Dobbeleer, vice president of the Cisco Partner Program, and Ken Seitz, Cisco’s senior director of partner managed and XaaS sales, for a discussion of underleveraged revenue opportunities in security, networking, and beyond, plus the role partn...

In this special bonus episode of MSP Chat, sponsored by Acronis and its new MSP Academy, Erick and Rich discuss how the XDR solution Acronis recently introduced underscores important cybersecurity trends and three tactics for overcoming the ongoing shortage of MSP talent. Then they’re joined by Acronis President Gaidar Magdanurov for an in-depth conversation about the value of education for MSPs a...

Erick and Rich discuss why MSPs should give outsourcing some of their tech work overseas a second look, and the secrets to preventing project creep and seep. Then Rich is joined by MJ Shoer, CompTIA’s Chief Community Officer, and CompTIA members John Harden and Carrie Green to discuss the power of community in the SMB channel. And finally, one last thing: the surprisingly long tail enjoyed by flop...

Erick and Rich discuss Pax8’s budding IT management stack and how MSPs can keep pace with evolving customer expectations. Then they’re joined by Kaseya CEO Fred Voccola for a wide-ranging conversation about trends in security and AI, the initial market reception to the Kaseya 365 solution introduced earlier this year, and the “monster, monster, monster” announcement Kaseya will make in October. An...

Break out the fireworks! Erick and Rich are joined by Channel Mastered PR guru Bill Robbins to dispel common misconceptions about public relations and lost opportunities to benefit from it. That comes after a discussion of what the coming appearance of “mega MSPs” means for smaller ones and three smart ways for MSPs of any size to differentiate themselves from competitors. And finally, one last th...

Erick and Rich discuss data from ConnectWise unit Service Leadership detailing the advantages MSPs backed by private equity enjoy relative to independently owned competitors, and how those independently owned providers can fight back. That’s followed by three tips from Erick on avoiding customer churn and an interview with Marty Falaro, EVP and COO of Wasabi Technologies, about the big and underap...

Erick and Rich discuss ConnectWise’s stealthy step into the XDR market and how to set strong, effective Q3 business growth goals. Then Rich is joined by Gerwai Todd, CEO of Pia, to explore the present and future of AI as an operational efficiency tool for MSPs. And finally, one last thing about a thrift store shopper who bought a 2,000-year-old Mayan vase for a mere $3.99.  Discussed in this episo...

Erick and Rich discuss Pax8’s ambitious new online marketplace and how to turn lost deals into future sales. Then Dave McQuarrie, chief commercial officer at HP Inc., joins in to explore often underappreciated AI-related revenue streams for MSPs in PCs and print (yes, print!). And finally, one last thing: how interacting with an AI chatbot version of you in the future can talk you out of dumb mist...

Erick and Rich discuss research from Sophos that suggests security vendor and tool consolidation are on the rise as well as the importance of keeping your messaging aligned with your target market as it evolves over time. Then they’re joined by Craig Fulton of Evergreen Services Group and Peter Melby of New Charter Technologies for a rare buy-side insider’s take on the M&A landscape for MSPs....

Erick and Rich discuss the issues (hint: they mostly concern AI) making data security posture management a hot new revenue opportunity and how to turn local networking events into marketing goldmines. Then they’re joined by JB Fowler of Domotz for a look at how hybrid work and the Internet of Things are changing networks and network management. And finally, one last thing: How a Japanese village e...

Episode 24: This Changes Everything Side by side in person at the recent Kaseya Connect Global conference in Las Vegas, Erick and Rich chew over the disruptive, industry-shaking implications of the new Kaseya 365 subscription and why K365 is one more reason for MSPs to assess their current tool and solution stack, just as they should be doing periodically anyway. Then they’re joined by Dave MacKin...

Erick and Rich discuss the federal government’s Secure By Design pledge, a modest first step toward getting software and hardware makers to adopt security best practices they should have embraced long ago, as well as the many rewards of hosting open house gatherings for your customers. Then they’re joined by Rob Scott of Monjur for an eye-opening look at how using AI internally or providing AI ser...

Erick and Rich discuss the security-related dangers of selling AI services, and why mitigating them is a smarter move than sitting on the sidelines, as well as why it may be time to hit the reset button on your website. Then, in a first for MSP Chat, your hosts join Eric Anthony, of the All Things MSP podcast, for a simulcast conversation about what the new channel ecosystem means for MSPs and the...

In this special bonus episode of MSP Chat, sponsored by SuperOps, Erick and Rich discuss TD SYNNEX’s plans to help its partners get into the market for sophisticated AI solutions, and the reasons MSPs need to stop talking about technology outcomes with clients and start talking about business outcomes instead. Then they’re joined by SuperOps channel chief Juan Fernandez for an insightful look at t...

Erick and Rich discuss why recent research suggests that AI, “junk-gun ransomware,” and massive threat volumes suggest that security services will be in high demand among SMBs for some time to come. Then their colleague Charlene, Channel Mastered’s CMO, joins in to discuss the secrets behind the industry’s best partner programs. Hint: it’s more about people than spiffs. And finally, one last thing...

Erick and Rich discuss Google’s big push into the channel generally—and SMB channel specifically—to attract AI partners, and the two magic questions MSPs should never end a sales meeting without asking. Then they’re joined by Canalys analyst Jay McBain for a fascinating look at how selling to millennials, competing with accounting firms, and other long-term trends will require MSPs to upend many o...

Erick and Rich discuss the larger lessons for the channel in Gmail’s 20th birthday and how to use speaking appearances—especially at in-person events—to boost your credibility with customers, vendors, and peers. Then they’re joined by Channel Mastered colleague Mark Crall for an informed, in-depth conversation about what MSPs value most in a vendor. And finally, one last thing: A bluegrass theme s...

With Erick back in the saddle after a two-episode absence, he and Rich discuss the importance of N-able’s recent decision to build a cutting-edge ecosystem of cross-app integration partners. Then Erick walks you through how to use cyber insurance requirements as a tool for getting tight-fisted clients to say yes to an enhanced cybersecurity stack. That’s followed by an interview with the fascinati...

Erick’s out again this week, so Rich is joined by co-host James Kernan, Channel Mastered’s Chief Leadership Strategist, to discuss changing tech talent hiring conditions and what MSPs should do about them. Then James shares a three-part tip of the week on why successful MSPs stay positive, stay connected, and are always, always marketing, and Acronis President Gaidar Magdanurov provides an insider...

Erick’s out this week, so Rich discusses five top things the most successful MSPs today have in common, according to CompTIA, with special guest host and Channel Mastered CRO Mark Crall instead. Then Mark (who is also a former MSP from the industry’s early days) shares two tips on driving employee satisfaction and loyalty. And stay tuned, as Rich discusses obstacles that prevent MSPs from capitali...

Erick and Rich talk about the underappreciated opportunity for MSPs in managed print and run through a few of the secrets to improving relationships between MSPs and vendors. Then they’re joined by Axcient VP of Marketing Bryce Roberts for an insightful conversation about the many ways to do more for your customers and make more for yourself with BDR. And finally, one last thing: An attempt in St....

In this special bonus episode of MSP Chat, sponsored by Hornetsecurity, Erick and Rich discuss why security and services are the two hottest segments in IT, and why vCISO services are a giant opportunity combining both. Then Erick’s tip of the week details a methodology for building a sales roadmap that will help you reach your growth goals. Next, Hornetsecurity evangelist Andy Syrewicze joins in...

Erick and Rich discuss how customer experience differs from customer service, and why it matters more than ever at a time when managed network and endpoint services have become commoditized. Then Erick offers a tip of the week on the right way to build service bundles. That’s followed by a can’t miss conversation with Andrew Smith, Channel Mastered’s digital marketing guru, on the inside secrets t...

Following up on their conversation in episode 13 about Hatz AI and the MRR opportunity in artificial intelligence, Erick and Rich revisit that topic again this week in an in-depth conversation with Hatz AI founder and CEO Jimmy Hatzell. That comes after a look at the role AI plays in future plans at ConnectWise and Nerdio, and the right way to handle the difficult task of firing an employee. And f...