Richard Tubb's Blog, page 30
July 3, 2023
Steve’s Tribal Dispatches #3 – From Building Audiences to Structuring Sales
In the short series “Steve’s Tribal Dispatches”, I, Stephen McCormick, will be taking a look at some of the resources available inside The Tech Tribe.
My mission: To report back on the best the membership has to offer. So that you can see what’s available to you, should you decide to become a member.
The Tech Tribe is a paid, members-only, online community for managed service providers (MSPs) that is filled with great resources for its members.
In this month’s dispatches, I highlight a couple of great courses: The LinkedIn Advantage and MSP Marketing Foundations. And from the Tribal Library, I showcase the Lunch & Learn blueprint checklist and the expert workshop: Sales is a Process not an Event.
Featured Resource: On-Demand Marketing CoursesGreat content is regularly uploaded to the Tribe, to be used as and when you need it.
This month, I discovered two great on-demand courses for members to work through at their own pace.
The first is designed as a marketing primer for MSPs called MSP Marketing Foundations.
The second, The LinkedIn Advantage, demonstrates how the LinkedIn platform can be a powerful marketing tool for MSPs.
MSP Marketing FoundationsThis is a short course is aimed at giving you the fundamentals of MSP marketing.
The course will take you between and hour and 90 minutes to complete, and will prepare you for what to expect when you undertake a marketing campaign.
In the course, Nigel Moore describes the jargon advertising agencies use, what to avoid and what the important metrics are.
Also highlighted are:
The methods and tactics that workMarketing agency vendors listed in the tribal directoryBooks for further readingIt’s an ideal primer if you’re unsure where to start. Marketing campaigns can be expensive, so it’s worth taking the time to do this course before you spend your marketing budget.
The LinkedIn AdvantageThe Linked Advantage is a half-day online course led by one of the Tribal Elders, Andrew Moon, aka The Orange Nomad.
The course itself provides you with a framework, which will help you get the most out of LinkedIn. It covers:
How to spruce up your profile and company pageHow to build an audienceHow to produce engaging authoritative contentHow to hold the no-sales coffee meetings, follow-up and move prospects into your sales funnelIt’s all broken down over five phases, and explains the whys as well as the hows.
Linkedin is a great platform for connecting with your peers and potential clients. And so starting off with the right mindset and strategy is critical to success.
The Tribal Library is an area of the Tribe where you can quickly access templates, videos, reviews and other tools.
This month, I took a closer look at the Lunch & Learn Blueprint Checklist and the Expert Workshop: Sales is a Process not an Event
The Lunch & Learn Blueprint ChecklistOne of the ways to successfully attract new clients, educate existing clients, or indeed, build authority in your marketplace, is through lunch & learns.
A lunch & learn is an event that you host about a particular topic of interest to your audience, where you invite attendees to register for a session that usually takes no longer than an hour, at most. The idea is that you teach them something of value in an informal setting, such as over lunch.
It’s a highly-effective marketing strategy, which helps your clients and prospects see what your MSP business is all about. So, this checklist is perfect if you want to run your own lunch & learns, in order to build on existing relationships and win new clients.
Expert Workshop: Sales is a Process not an EventPaul Lloyd of Sellery shows our own Richard Tubb his system for a straight-forward, easy-to-follow sales process.
Paul describes his process as one he’s built on over many years, and if followed consistently, can lead to increased sales for your business.
The workshop also includes a downloadable copy of his 90-day lifecycle spreadsheet to help you manage your own sales enquiries, leads and proposals.
“Sales is nothing more than a controlled and managed conversation”, says Paul. “People buy at a moment in time, and we just want to be there at that moment.”
The workshop reframes sales in terms of a managed project, which makes it much easier for technically-minded people to follow.
For example, Paul breaks down the qualifying stages in the sales process:
EnquiryLeadsInitial DiscussionAnalyse NeedsPresentationNegotiateCloseThis workshop is full of useful insights for anyone who thinks sales might not be their forte.
And as this workshop was originally recorded live, to conclude the workshop, Richard asked Paul questions from the audience.
Tribal Dispatch Hot TopicsSteve’s Tribal Dispatches are designed to help you quickly identify the most helpful parts of The Tech Tribe, so you can get up and running as soon as you join.
The Community Forums are where members of the tribe can post and comment on topics that are relevant to them.
They’re where members may openly ask any questions they have, whilst helping others who are seeking answers.
This can be anything from advice on how to cultivate a prospects list, to help in choosing an insurance provider.
Some of this months featured Hot Topics were:
How to create career advancement for service desk engineers?Advice on asking the awkward budget questions of new prospectsTopic ideas and templates for lunch ‘n’ learn eventsWhether you use response or resolution SLAs in your MSPAdvice on targeting smaller clients with only 1-5 endpointsHas anyone played around with local LLMs (Large Language Models) yet?
Each month there are regular local gatherings of The Tech Tribe. And you don’t even have to be a member to attend them!
In fact, Paul Lloyd, mentioned above, runs the South England Tribal Meetup based in Southampton on the third Wednesday of every month.
You can find out where your local Tech Tribe gathering is, and how to register your attendance here.
These are great peer groups that are free to attend, and are well worth your time.
Was there anything in Steve’s Tribal Dispatches this month that has piqued your interest, and made you want to find out more?
Click for more information and a 40% discount code!
When it comes to sales, it’s no different from any other workflow engine. You’ve got to keep following it to get the most of out of it.
Building an audience involves you presenting your knowledge and authority, building trust and getting your brand out there.
There are lots of tools and systems out there, plus a lot of knowledge in the Tech Tribe community forums.
Look out for final instalment of Steve’s Tribal Dispatches, where I’ll be reporting on some of the cybersecurity resources available to members.
Are you already a member of the Tribe? What do you think is the best thing about being part of the community? We’d love to hear from you in the comments.
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June 29, 2023
A New Data-Driven Marketplace and Other Takeaways from Pax8 Beyond 2023
In the first event of its kind for cloud marketplace providers Pax8, Pax8 Beyond 2023 was a 3-day event which took place in Denver, Colorado in the US.
As a follow-up to that event, Pax8 EMEA held a virtual roundtable for guests and members of the press.
The purpose was to present the future vision of the cloud marketplace, including key takeaways from Pax8 Beyond 2023.
There was also a chance to hear from one of Pax8’s EMEA partners who had been at the event, and a live Q&A from the roundtable virtual attendees about what they’d seen.
Phylip Morgan, CRO of Pax8 EMEA began the virtual session with a recap of Pax8’s journey so far.
Phylip described Pax8’s journey in three stages:
Firstly: DisruptionWhen they began in 2012, Pax8 were never aiming to be your typical vendor, distributor or value-added reseller (VAR).
They came to the market to deliver something new. Looking to provide a better model of distribution than hardware and software in a box, and fix some of the problems MSPs were facing.
Second: CommunityPax8 realised early on that tech people just want to fix stuff, and that sales and marketing are not their superpower.
It’s through the events that Pax8 hold for the community, they’re able to help MSPs grow their business, manage risk and operate efficiently.
The events that Pax8 hold include:
Launch Briefing – a 90-minute presentation for potential new partners
Mission Briefing – a full day of learning about how Pax8 can help you grow your business
Bootcamps – two-day technical deep dive workshops to help implement effective cloud solutions
Cybersecurity Masterclasses – a full day of learning to help you and your clients navigate the complexities of cybersecurity
Third: MarketplaceBringing it up to where we are today. Pax8 revealed their concept for an evolved federated marketplace at Pax8 Beyond 2023, and shared it with us in the EMEA for our reaction.
A new marketplace built around two pillars: Innovation and Community.
The marketplace, as it is today, is just a series of product catalogues. However, it’s no longer fit for purpose.
When it came to reinventing the cloud marketplace, there was a lot to consider to bring the concept up to date.
The new solution needed to be a comprehensive ecosystem that was about creating value, with data-driven insights.
A platform that is solution-focused and at the heart of your business.
A marketplace with powerful search & filtering, product recommendations, seamless bundling offering cloud, hardware and professional services under one platform.
All of this is built around data. The new Pax8 marketplace, from October 2023, will allow customers to sync their data through the RMM and PSA into the platform to power a more insightful partner experience. Once connected, the platform will offer a number of unique benefits.
Opportunity ExplorerThis will give the partner a category view of their customers, seeing how many are buying cybersecurity solutions relative to the market. Identifying product gaps, with a comprehensive filter and search.
You can see the security posture of each of your customers and expose any gaps there, within a simple interface and using CIS controls. Allowing you to mitigate risks, and see the AI-driven product recommendations for you to put to your clients.
Solution CentreThis area allows you to configure solutions to fit the needs of your clients.
It reverses the product catalogue model by putting this together at the end.
Here you can configure your SaaS, your services and hardware using intuitive, fully-customizable solutions. Allowing you to build a quotation using a purpose-built integrated quoting system that can be exported in multiple formats.
Customer StorefrontThere is also a customer storefront, which is a white-labelled, configurable self-service portal for partners to pass onto their customers.
Here they can manage their subscriptions, make payments and accept quotes.
Scott Riley, founder of Cloud Nexus, was Pax8’s first UK partner, and was one of 10 EMEA partners who attended Pax8 Beyond 2023 in Denver. Pax8’s PR Manager, Daniel Skipp, was asking the questions.
Daniel Skipp: Scott, how did you find Pax8 Beyond 2023?
Scott Riley: It was very representative of the attitude that Pax8 puts out there. The event’s main purpose was to drive community, and that was shown in the quality of the speakers, and the whole organisation of the event.
Daniel: How did the event, and all you saw there, help differentiate Pax8 from the competition?
Scott: The event itself was aimed at you and your MSP – how to grow it and be successful. There were no product pitches, and the quality of presentations left me spoilt for choice as to which sessions I wanted to attend. The new marketplace is going to allow us as MSPs to see what we sell our clients, and where the gaps are, and compare that to others and what they have or are missing. I am also excited about the opportunities the customer storefront will bring.
DS: Would you recommend signing up for Pax8 Beyond in 2024 and have you signed up yourself?
SR: Yes, I have already signed up. It is a big commitment in terms of time and money, but I have worked out how much what I’ve learned is going to save me, and it’s more than paid for itself. As well as the value from the speakers, you get the opportunity to talk to other MSPs, which I did, and in one case, it resulted in another saving for my business.
Harald Nuij, CEO of Pax8 EMEA shared that it was his first time at an in-person conference for some time when he went to Pax8 Beyond 2023.
In attendance, there were over 1100 MSPs, 1800 visitors and 86 vendors.
His five key takeaways from the 3-day event were:
The new marketplace is purpose-built for partners to grow their business, gain efficiency and reduce risk based on their dataCloud solutions are gaining further momentum – as-a-service and recurring revenue continuing to grow in popularityGood is never good enough in cybersecurity – invest big or look for partners to helpThe Pax8 Academy fuels growth for MSPs – helping MSPs to propel their businessDynamics is a massive opportunity for MSPs – business applications are an untapped market
Now it was time for members of the audience to ask their questions about what they’d seen and heard in the presentations.
IntegrationsRichard Tubb asked: Which RMM and PSA tools will the marketplace by integrating with in the first instance, when it’s rolled out in October?
Phylip Morgan answered: Currently we integrate with 5 of the big ones. Connectwise, Autotask, Syncro, Repairshopr and one other that isn’t coming to mind right now. There will be a challenge to lift other tools onto the platform after the rollout of the new marketplace. Plus, we’ll also expect some kickback from PSA providers that don’t want integration as well.
Richard followed up with: The kind of progressive MSPs that would be attracted to this new marketplace are probably using up and coming PSA tool providers that aren’t included in your integrations, so it’s probably worth speaking to them as they’re going to be the sort of customers you may want to tap into.
Phylip responded with: It would be great to have your insight on that, we’re definitely aiming to be MSP-first and look at what’s being used by the lower end of the spectrum too.
TrainingQuestion from anonymous: How can we make sure that partners are trained to use the platform?
Phylip answered: We will be using our community events to train our partners and help them get started. However, we’ve designed the platform to be very contemporary in look and feel, with some guidance on the platform itself, so we don’t envisage there will be a need for any formal training.
Ian Luckett made the observation that the platform looks very intuitive and easy to use, and he’s already hearing good things about Pax8 from MSPs, so it’s great to see the direction in which the marketplace seems to be heading. Younger MSPs are going to be looking at different tools and they want a fluid user experience.
SecurityDan Parton from NewsintheChannel.com asked: How are you ensuring that all the data you’re collecting remains secure?
Phylip: First of all, we’re setting it up so that you’re only sharing what you want to share, in line with GDPR compliance.
Mostyn Thomas: We’re using the industry standard method of encryption and upload. A great deal of care has gone into the integration with PSA and RMM tools. It’s why it’s taken a long time to get where we are now. After the GDPR compliance checks are in place, there will be configuration help as well, to ensure there’s no vulnerabilities there.
We’re also continuing to educate our partners at our community events as well, to protect their businesses and their client’s businesses.
Storefront ClarificationStephen McCormick asked: In terms of the customer storefront, how much control do MSP partners have in terms of what customers can see, or select for themselves on there? MSPs often want to consult with their customers first as to what’s best for them before they agree buy.
Phylip answered: One of the considerations for building the platform was to direct the conversations to the right solutions for the partner. We don’t want them to land in a 36,000-line catalogue of options. The same is true for customers who have varying compliance needs. They don’t want to see products that are not in line with what they need. Therefor to do this, we let the MSP partner control which products are suitable for their client so they only see compatible products in the storefront.
You can also add hardware SKUs from other providers into the storefront, so this is available for customers to order, although it’s not from Pax8 directly.
Pax8 Beyond 2024?Marie Coniston asked: Can you share details of Beyond 2024?
John Griffiths answered: We don’t have the date for next year at the moment, but given that 400 partners signed up at the event, despite not knowing the date, speaks volumes.
Payment Upfront?Richard Tubb asked: Is there going to be a payment processor as part of the customer storefront? And will Pax8 be helping MSPs get paid upfront?
Phylip: The market needs to evolve to move more towards a bill in advance model. Currently 80% are still billing in arrears for software and services. Although hardware has shifted, thanks in part, to the Amazon model. There’s also extends to professional services and biz apps like Microsoft Dynamics as well.
The virtual roundtable event was a great way to round up the key takeaways from the event for members of the EMEA media. As well as showcase the amazing new marketplace coming out in Autumn.
It’s an exciting shift away from the product catalogue marketplace to a data-driven security-conscious and community-focused platform. And it’s designed to help MSPs improve their efficiency and grow their business.
Are you excited about this new direction for Pax8’s marketplace? Will the customer portal help you to sell the products your customers really need? Please let us know in the comments.
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June 26, 2023
TubbTalk Bonusode: Pax8 Beyond and How to Support MSPs with Cybersecurity
Ian Thornton-Trump is a cybersecurity expert and chief security officer of Cyjax, a threat intelligence 
and cyber security company.
A previous TubbTalk guest, Richard took the opportunity to ask Ian for the latest cybersecurity news and to learn more about the Pax8 Beyond event.
An Interview with Ian Thornton-TrumpWatch the Video Recording of The InterviewThe Current State of the MSP Industry
The MSP industry has changed in the last few years, because MSPs aren’t making enough money just by providing RMM (remote monitoring and management) support.
Ian adds that MSPs are streamlining their offerings, too. The market has been flooded with a range of cloud solutions, and MSP clients just want something simple. And plug and play detection tools make life easier for everyone.
Why Vendor Solutions Should Give Real Business Value“Many vendors don’t understand the channel or the needs of the MSP’s clients. Clients just want systems that work and are definitely secure. But they want that for the least amount of money possible!” Ian says.
“It’s vital that they demonstrate that business value and the benefits to the end user. If an MSP is going to be successful, it’s about billable activity and being clear on how they’re making money. It was fine having flashy tools, but those don’t really benefit the MSP or their customer.”
How MSPs can Compete in an Overcrowded Cybersecurity MarketIan breaks his advice down into two parts. “First, vendors have to stop lying about where they’re actually at in terms of their product development. MSPs rely on that to help them to choose a vendor partner, and they’re sometimes misled by what the vendors say they can do.
“Secondly, when you’re a new MSP, or trying to win new clients, your product is critical. Don’t try to change features or how you manage client accounts. Make sure the vendors can deliver what you promise.”
The Impact of AI on CybersecurityWhile Ian is optimistic about AI’s ability to elevate security effectiveness for MSPs, he doesn’t see it as a quantum leap forward just yet. “It’s like everyone has typewriters and we’re moving towards word processors.”
But on the other hand, he is hopeful that it will move us closer to zero trust, and AI will find it easier to pick up on any cybercriminal activity. “AI is a credible and interesting threat, but so far, I don’t think anyone is using it to effectively launch cyber-attacks.
“What they are doing is finding weaknesses in infrastructure that can be brought down with DDoS, or rapidly weaponising core software that hasn’t stood the test of time. For companies who don’t invest in cybersecurity, any small vulnerability is exploited. But AI isn’t part of that right now.”
The Pax8 Beyond ExperienceIan enjoyed the Pax8 event in Denver, saying it gave him nostalgia for the big channel events of a few years ago. It was posh, professional and a great event for all involved.
“I think it epitomised a lot of opportunity and hopefulness for the channel. I think a lot of us were fairly critical of the direction it was moving in. And my other big takeaway is: if you’re going to go into the channel (as a vendor) don’t just take your enterprise product and try and dump it there.
“Don’t make potential MSP partners do all the work to find out the business value of your offering. Do the work. And make sure you understand your market! What does an MSP need to effectively support its clients? The Pax8 event encouraged vendors to think more about those things.”
How to Connect With Ian Thornton-TrumpCyjaxConnect with Ian on LinkedInFollow Ian on TwitterHow to Connect With MeSubscribe to TubbTalk RSS feedSubscribe, rate and review TubbTalk in iTunesSubscribe, rate and review TubbTalk on Stitcher RadioSubscribe and rate TubbTalk on SpotifyFollow TubbTalk on iHeartRadioFollow @tubblog on TwitterMentioned in This EpisodePax8Cybersecurity tools: ThreatLockerCybersecurity technology: CrowdStrikeMSP management tool: ConnectwisePassword Manager from N-ableBusiness platform: SyncroMSPIT solutions: DattoYou Might Also be Interested inPodcast: How to Navigate the Scary World of MSP CybersecurityNational Computer Security Day: How to Keep Your MSP Clients SafePodcast: The Best Cybersecurity Resources for MSPs You Need to be Aware ofThe post TubbTalk Bonusode: Pax8 Beyond and How to Support MSPs with Cybersecurity appeared first on Tubblog: The Hub for MSPs.
June 22, 2023
CompTIA UK&I Community Meeting: June 2023 – Powerful Leadership and Industry Insights
The CompTIA UK&I Community meeting took place on 15th June 2023 at the Hilton Metropole Hotel in Birmingham.
The focus of the meeting this time was mainly on cybersecurity and lead generation. Although there were also discussions around artificial intelligence, customer retention, flexible working and empowering more girls into tech careers.
And in the evening, we celebrated the contributions of our fellow peers at the Spotlight Awards Dinner.
Estelle Johannes, Senior Director Member Communities, opened the event with a community update, which also included a run-through of the day’s itinerary.
There are presently six CompTIA Communities across the globe. North America, UK&I, Benelux, DACH, ANZ and ASEAN.
Alongside the communities, there are a number of Industry Advisory Councils and Technology Interest Groups focusing on particular areas of interest.
CompTIA currently have over 75,000 employees and have over 260,000 registered users.
MJ Shoer, Chief Community Officer, gave us a brief update on the ISAO cybersecurity community.
He said the key areas of focus in 2023 for cybersecurity were:
WorkforceCertificationCybersecurity LeadershipGlobal ExpansionFuture Gap and Furthering the Adoption of Technology
Chair Hannah Lloyd of InSOC and Vice Chair Dan Scott of Connectwise introduced themselves with four questions they answered about themselves.
My why?Hannah explained how she got into IT by accident, following graduating from university with an English degree. She joined CompTIA a year later, and contributes to the community in advocating for women and the neurodiverse.
Dan’s said he felt he needed communities like this. The shares, contributions, events and peer groups like this one are what makes this job so rewarding.
What’s your superpower?After a late diagnosis, Hannah regards her ADHD a bit of a superpower. It allows her to look at the world a little bit differently. Plus, she has a photographic memory.
Dan’s superpower is being quite good in a crisis, as long as it’s someone else’s and not his own!
What’s the best advice your ever received?Hannah said taking risks and avoiding regret as the best advice she’d ever received, whereas Dan’s best advice was to focus on your team first, and the pounds will take care of themselves.
What’s your favourite tech innovation?For Hannah the technology that helped her Dad to write a book despite his blindness was her favourite tech innovation. Dan loved the original IBM PC, the computer that changed the landscape of commercial and home computing.
Tara-Jane Sloane, Managing Director of Telev8 Ltd, gave a fascinating insight into how telemarketing and SEO have become a match made in heaven.
Digital marketing has replaced paper advertising, but marketers still advocate a mix of strategies, because touchpoints with potential customers has increased by 300% since the introduction of social media.
Before you start making calls there’s a few things to consider in preparation.
Data – know the facts you need before callingBrand persona – stand out on a unique emotional levelScript/structure – how your call should flow and what to askSoft skills to succeed – pitch, tone and pace – listen and understandThe right coaching approach – isolate, demonstrate, consolidateTara-Jane said not to be disheartened by cold calling. While it might take a long time to get through to your prospects on the phone, it’s worth it in the end.
It might take 400 calls before you successfully make a sales appointment. 80% of calls go straight to voicemail, and 90% of first-time voicemails are never returned.
75% of prospects were motivated to join a meeting following a cold call. So, perseverance pays off!
Finally, some of the key takeaways from this keynote were:
Make sure you have a ‘lead magnet’Follow-up on your emails with a callYou’ll need to make at least 100-120 calls per day to get to speak to 4.8 people!Nurture leads and always have a call to action
MSP Discussion – Lead Generation and CybersecurityFor the mid-morning discussions, the attendees were split into two groups.
One which favoured vendors, distributors and value-added resellers, which was led by Kyle Torres of Sophos, and one for managed service providers (MSPs).
18iT’s Paul Croker led an interactive discussion for the MSPs on the subjects of lead generation and cybersecurity.
Here are just some of the points that were discussed…
Lead Generation TakeawaysA decent website was seen as a necessity for lead generation.
Social networking: LinkedIn seen as the best for business-to-business (B2B) sales.
Instagram, Facebook and TikTok better for business-to-customer (B2C) sales.
Using referral partners to split costs and share success.
Holding in-person and online events to showcase your services.
Mixed success for those who have paid for data.
Paid advertising seen as too costly.
Cybersecurity TakeawaysPartnering with vendors or MSSPs to deliver better cybersecurity services.
Helpful to identify the risk positions of your clients before selling them a service or product.
60% less likely to sustain a cyber attack if you’re cyber essentials compliant.
USA is much more litigious than the UK.
CompTIA ISAO has lots of useful resources that are free to members.
Sameera Deen, Senior Specialist, Member Relations, gave us a demonstration of CompTIA’s learning portal at the start of the afternoon session.
Then Patrick Burgess of Nutbourne Ltd talked about demonstrating your cybersecurity value.
Patrick talked about moving from being a cybersecurity seller to a business risk consultant model.
And how to raise cybersecurity to the strategic C-suite level.
The right people are in the room for these conversations when they care about risk analysis, strategy and trends, and their competitive advantage in the market.
The Business Risk Consultant ModelYou must understand the risk landscape and identify the key stakeholders or decision makers.
Then frame pillars into the client lifecycle, such as:
Business Outcome OrientationEffective, Consistent & Proactive CommunicationWorkflows, Measures & Action PlansFormal & Informal EducationBy demonstrating cybersecurity value, you move away from a seller to a consultant.
OnboardingTo be effective, you must understand your client’s business, their culture and their risk position.
Do a risk report for your clients to help them understand what their risk position is using a colour-coded system. This is something you can build upon, going forward.
What is it you’re protecting? Do you know all of their systems and end-points?
Organise company wide security training for end users, using day-to-day examples:
PhishingInfected AttachmentsUsing Two-Factor Authentication (2FA)Gamify end-user education, and ask for more help from us, as MSPs.
Risk meetings should be held frequently and consistently.
And don’t forget to market your expertise!
Practical advice from a panel of industry experts, from across the UK and Ireland community, which made for an engaging and informative session.
Patrick Burgess moderated the panel, which included: Hannah Lloyd of InSOC, Trevor Cornbill from Clear Insurance Management Ltd, and Chris Ward from Vermont Systems Ltd.
It was a lively discussion, but here are some of the key points raised:
Chris said a good starting point is in shoring up our own defences before offering cybersecurity to our clients.
Hannah said vendors need to be flexible and be part of the conversation which enables MSPs to become that trusted advisor their clients need them to be.
Trevor said that insurance providers are working with MSPs to ask the right questions of their clients when it comes to cover.
When it came to security frameworks, the panel agreed that they were a good idea as a baseline, but they need to be proactive in aligning their cybersecurity to meet their day-to-day requirements.
Chris added that if cybersecurity is a function that you’re not comfortable delivering yourself, you can always outsource it.
Hannah also suggested that as a community, we are in the best position to put together a best practice guide for MSPs, so that they cover the basics and know where to go next.
Finally, Trevor said it’s down to us as the trusted advisors to make sure our clients have the best advice and best cover when it comes to insurance.
MJ Shoer followed up this panel with a reminder that CompTIA ISAO provides cybersecurity research that members can co-brand for free.
Amanda Stewart, MD of Illuminate Technology, gave a compelling talk on the need to encourage more women into STEM careers.
She said it would be worth £2.6bn to the UK economy if we encouraged more women into the tech sector to fill the skills gap.
Women are effective communicators, and they’re much less likely to say that they can do something that they can’t.
According to statistics, only 14% of women work in IT in the UK. Whereas Bulgaria has 30%, due in part to balanced pay and a promotion of STEM careers in schools.
There’s a perception in the UK that girls don’t study for STEM careers. Only 35% of girls study STEM, compared with 80% of boys.
What Can We Do to Redress the Balance?We certainly need to challenge the perception that tech jobs involve being stuck in basements.
We should talk more about the chance to play with shiny new technologies, better pay, fabulous peer groups and getting to travel the world.
How we can help to change perceptions and break down the barriers:
Create strong female role modelsMake STEM more colourfulInspire at a young ageGet into schoolsChallenge the stereotypes
After the mid-afternoon break, the attendees were invited to take part in a series of interactive sessions based on the three topics that were voted on at the start of the day.
The three sessions were on the subject of uses of AI chatbots, flexible working and customer retention strategies.
It was a lively session, with a lot of discussion, followed up by the closing remarks for the day.
Greg Jones of Kaseya Datto finished the event with a couple of great takeaways:
“Take action around education for yourself and your customers.”“No matter if your clients are an enterprise level business or an SMB, cyber risk is the same.”
Comedian Hal Cruttenden was the compere for the evening for the Spotlight Awards, celebrating the best in the community.
And there were some very worthy winners on the night.
The full list of winners can be found below:
The community once again delivered a great event, with lots of useful insights and discussions.
The chance to network with fellow peers and reconnect with members is always time well spent.
The themes of lead generation and cybersecurity are always passionate subjects for people in the room, and it was nice to see lively discussions on both subjects.
Did you attend the CompTIA UK&I Community Meeting? If so, what was your key takeaway from the day?
Please let us know about it in the comments.
If you’re interested in becoming a CompTIA community member, visit their website here.
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June 19, 2023
Top Tips for MSPs on World Productivity Day
For World Productivity Day, I’ve collated some of our best resources on productivity, time management and more. I include interviews with some of the world’s greatest productivity mentors, so there’s a nugget here for every MSP looking to grow through being more organised.
Plus, I asked members of Team Tubb to share their top tips with you. Enjoy!
David Allen: Getting Things DoneDavid Allen is the inventor of the GTD Method; Getting Things Done’ – a tool to improve productivity and overcome procrastination, which has revolutionised the professional and personal lives of thousands of people around the world, and he’s a bit of a hero of mine!
In our interview, David explains that GTD is all about best practices that are simple to do, but don’t happen automatically. Learning to do them consistently creates a sense of control, focus, and creates more cognitive space to focus on what’s important.
It’s about simple actions, such as writing stuff down, deciding next actions and reviewing your lists. The key is to create an external brain to externalise all the things we spend too much time thinking about. It also helps people get over procrastination.
Listen to the original interview with here, and find out more about him here.
Grace Marshall: Productivity NinjaGrace Marshall is a Productivity Ninja and award-winning author of four books, including the best-selling “How to be Really Productive.”
Procrastination is a very human thing, according to Grace. We want to avoid things that are boring and scary. Grace says, “When we notice ourselves procrastinating, we can accept it as normal. And that takes the pressure off.”
Worrying about something hard takes up a lot of headspace and weighs us down. We need to be curious rather than fearful. How can we break it down? How can we accept that it’s new and scary but not bad? You’re stretching yourself and growing.
Sometimes when we feel like we’re procrastinating, or we’re struggling with something, and we think, “Ah, does that mean that I’m in the wrong place? Does that mean I’m not sure that I shouldn’t be doing this at all?” Actually, the opposite is true.
Listen to the original interview with Grace Marshall here, and find out more about her here.
And here are the tips from some of Team Tubb!
Stephen McCormick, Community Manager1. Gamify your to-do list for increased productivityIn video games, you often have to complete a task in order to achieve a reward for the character you’re playing. In most cases, the level of reward depends upon the complexity of the task.
Back in the real world, incentives for completing your work are a great way to encourage you to get things done. If you have a list of tasks you want to complete for the day or week, you can assign a task, or group of tasks, a value.
Once you reach a certain value threshold or if you finish a major task, you should ‘unlock’ a reward for yourself.
Rewards can be anything from treating yourself to a smoothie after the gym, to having a biscuit with your cup of tea, or giving yourself time out to watch more of that boxset you’ve been meaning to get through.
Rewarding yourself has a positive effect on your mental health, and if it helps you get your to-do list done, then it’s worth thinking about.
2. Keep a pad and pencil near your quiet spacesIt’s a known fact that we do our best thinking when we’re not working, and when we’re not distracted by other things. For example, apps on our phone.
The quiet times are when we’re at our best in cases like this. How many times have you had a meeting, and discussed proposals, and then hours later, in the shower, or just before you go to bed, your mind reels off a litany of great ideas. Things you wish you’d brought up earlier in the day.
Now, I’m not suggesting you take a pad and pencil into the shower with you, but at the earliest opportunity note those thoughts down. It’s a personal choice for me to use a pad and pencil over a mobile phone app, because I find phones distracting, though there are some great apps out there if this is your preference.
Our random thoughts, or spurts of creativity don’t stay in our short-term memories for long. This is especially true for thoughts we have just before we go to sleep. In the morning, we’re likely to have forgotten them. In writing them down, we can let go of them and return to them when we’re able to put those thoughts into action.
Roxanne Galliene, Social Media ManagerA simple productivity tip: ‘Rest is productive!’ Love this saying and it’s a great tip even though it may seem counterintuitive at first. Adequate rest (physically and mentally) improves your overall productivity.
Lara Johnson, Studio ManagerMake things Manageable: Break big tasks into smaller, manageable chunks. It helps maintain focus and motivation while making progress toward your goals.
Michelle Lucherini, Operations ManagerSchedule it: To schedule recurring blocks of time in your calendar for your “non negotiable” tasks and projects. Things like checking emails, invoicing, etc. So if those chunks of time are scheduled in your diary, then you’ll always remember to do them but not get distracted during your other chunks of time.
Gudrun Lauret, Podcast and Content ManagerTo combat overwhelm, take your to-do list and break it down even further. Write each task, or element of a task, on a separate post-it note. Stack them all together and put them on a corner of your desk, so you can see them when you look up from your screen.
As you complete each one, rip it off the pile, crumple it up and chuck it in the bin. It’s even more satisfying than drawing a line through an item on a longer list! Sometimes the sheer number of tasks we have paralyses us to the point where we can’t even get started. You’ll feel much more in control this way.
Oh, and I have a tip for you too! Get out the red tomato! Use the Pomodoro technique! The Pomodoro technique is a simple way of overcoming procrastination and getting started on a task. Set a timer for 25-mins and then commit to work on a task for that period of time (A “Pomodoro”).
And for the advanced Pomodoro users amongst us, we then take a 5-min break before starting on a new Pomodoro. You’ll probably find that once you get started, you won’t want to stop!
What are your tips for being more productive as a busy managed services business owner? Let us know in the comments!
The post Top Tips for MSPs on World Productivity Day appeared first on Tubblog: The Hub for MSPs.
Together is Better: A Powerful Message for Global MSP Day 2023
‘Together is better’ was one of the key messages from this year’s Global MSP Day.
In celebration of the 6th annual Global MSP Day, Managed Service Providers (MSPs) from all over the world came together across the globe for live events and virtual presentations on 1st June 2023.
Sponsored by Barracuda MSP, the theme of this year’s event was to recognise that there have been a wealth of challenges and opportunities for MSPs since the pandemic.
Part of the activities included a great virtual presentation from our own Richard Tubb. He told us that there are lots of opportunities out there for MSPs, but that we don’t have to try and do it all by ourselves.
Global MSP Day 2023 celebrates the MSP industry with a day of learning and networking across North America and Europe.
It’s a chance to remind ourselves of all the good that we as MSPs do for our clients, in spite of the rising challenges that we’ve had to face in a post-pandemic world. It’s an opportunity for MSPs and vendors to collaborate, share knowledge, celebrate successes and champion best practices. 2023 marks the 6th year of the Global MSP Day tradition.
The day included virtual presentations and in-person events. With contributions from CompTIA, CyberQP and Channel Program.
Anne Campbell of Barracuda, said: “This event is full of opportunities for IT managed service providers – the information and shared experiences are guaranteed to increase knowledge and help businesses discover best practices to promote business growth.”
The Evolving Landscape of the MSP ReportAs ever, Global MSP Day coincides with the release of findings from Barracuda’s Evolving Landscape of the MSP report.
The report collates data from 500 surveyed MSPs from all over the world.
Jason Howells, VP MSP International Sales for Barracuda MSP revealed the key themes for 2023, as part of the live hour-long virtual event.
This year the report’s key findings included:
MSPs show resiliency in 2023MSPs are continuing to diversify their product offeringsContinuing growth is creating challenges for MSPsSustainability continues to be a priorityThe full report can be found here: The Evolving Landscape of the MSP Report 2023
How to Lead with Cybersecurity in 2023As part of the live virtual event, Wayne Selk, CompTIA’s VP of Cybersecurity and Executive Programs, spoke on the subject of cybersecurity.
He said we should consider reframing our perspectives as MSPs when in comes to cybersecurity.
In taking a risk-based approach, deciding the risk tolerance of clients on an individual level, and identifying critical assets as a starting point for a cybersecurity baseline is paramount.
In light of the many challenges and opportunities faced by today’s MSPs, one stands out in particular: digital transformation.
Richard Tubb gave a presentation about how IT service providers should harness the power of working with others so that you are free to focus on the core competencies that fit your level of expertise.
Richard shared three valuable tips proving that together is better than going it alone.
Tip #1: Outsource Your Day-to-Day to Focus on High Value WorkThe myth about outsourcing is that you’re abdicating responsibility, or ‘setting and forgetting’ as it’s sometimes called.
However, the truth is that you’re just delegating the responsibility to contracted partners who are delivering your services to the standards you’ve agreed. It’s similar to the partnership between MSP and client. MSPs are delivering the IT services for small and medium-sized businesses (SMBs), allowing them to focus on their business.
Three areas that MSPs should consider outsourcing in particular, are:
Service deskNetwork Operations Centre (NOC)Security Operations Centure (SOC)Outsourcing is not just for the technical services you deliver, either. You can outsource HR & recruitment, accounting, web design, marketing, and so much more.
Tip #2: Form Strategic Alliances with Partners Where Your Expertise is LackingWhere a client’s needs extend to areas that fall outside of your core competencies, you should look to partner with other companies that can deliver those services.
It might be that you need to provide a customer relationship management (CRM) solution for a client, or they’re asking about using Linux, or they need a new e-commerce website setting up. Whatever it is, if it’s something you know you should not be tackling by yourself, then that’s where strategic alliances come in.
You’re more than just a IT provider for your clients, your a trusted business adviser too. So when you partner up with someone who delivers a good service, you’re also facilitating new business relationships for your clients as well.
Tip #3: Don’t Go It Alone – Get Involved in the MSP CommunityRichard shared that his own personal and business growth was accelerated thanks to some generous and successful people who gave up their time to teach him how to succeed in IT.
Peer collaboration is a powerful way to accelerate your growth and learn from others who have been where you are.
The increased awareness of mental health challenges means that support is not only encouraged, but essential.
The MSP industry is unique in that peers are willing to go the extra mile to help one another to learn and grow. To share experiences, tactics, pains and successes.
It sounds absurd, competitors helping each other, but they say a rising tide lifts all boats.
Great examples of MSP communities and resources include:
CompTIAThe Tech TribeSmarter MSP websiteThe potential for increased success for MSPs lies in working and learning from others. Together is better, and we’re in the best industry to leverage the knowledge and expertise around us.
In case you missed it, you can watch the replay of the hour-long virtual event below.
Global MSP Day 2023: The London Networking EventRichard Tubb and I, Stephen McCormick, were in attendance at the London networking event for Global MSP Day, which was held at the Aviary Rooftop Bar and Restaurant, at the top of the Montcalm Hotel.
A number of a managed service providers were in attendance to network and celebrate on what was a warm and sunny afternoon. So nice, in fact, that many took advantage of the complimentary hats and sunglasses!
Also in attendance, was Sandro Roppa, Regional Account Director for Barracuda MSP, amongst many others.
It was a good chance to network, socialise and discuss ideas, over drinks and nibbles at fantastic location in the centre of London.
This event was one of six in-person events across the globe. The only other event in Europe took place in Kameryck, Netherlands.
Other gatherings took place in North America in Ontario, New York, Atlanta, and Dallas.
All in all, Global MSP Day is a celebration of the marvellous achievements of MSPs, especially since the pandemic.
The opportunities for MSPs mean our technical services are more in demand than ever. It’s important though, to remember where our own strengths are, and to know that we don’t have to try and to do this all by ourselves.
The together is better ethos is reflected in the sheer number of memberships to MSP communities around the world.
Not to mention the people who gave up their afternoons and evenings to join in on the in-person networking social events.
Did you take part in Global MSP Day, or are you part of an MSP community you think more people should be aware of?
Please let us know all about it in the comments.
The post Together is Better: A Powerful Message for Global MSP Day 2023 appeared first on Tubblog: The Hub for MSPs.
June 12, 2023
TubbTalk 134: The Best Cybersecurity Resources for MSPs You Need to be Aware of
In this interview, Richard speaks to Mostyn Thomas, the Senior Director of Security at Pax8 and an expert in cybersecurity. He’s 
responsible for overseeing the company’s channel security operations, empowering Pax8 partners to reduce risk, improve efficiency, and ultimately grow their business.
Mostyn has more than 20 years of experience working with managed service providers, including founding Astrix Integrated Systems in 2001. He’s a Cyber Essentials trainer and holds a range of security qualifications.
An Interview With Mostyn ThomasHow MSPs can Support Clients with Small Cybersecurity BudgetsMostyn admits that budgets are a challenge for many small businesses, especially when it comes to IT. “But cybersecurity is important. So I think MSPs need to be mindful of what it is they’re trying to protect, which is data.
“If you have a client with a limited budget, prioritise what matters most to them. They can’t have everything, so help them to choose what they need. Don’t just follow the tech, follow the data. Ask what their priority is, and look for cost-effective ways to protect it. And then you can build from there.”
The One Cybersecurity Tool Every SMB Should HaveEvery business is different, but almost all will have an email tool of some sort. So that’s the first thing MSPs should help their clients protect. Mostyn adds: “And we all know that it’s the number one attack vector. It makes sense to protect that. So ensure that they have a good password policy and 2FA – both of those are free.
“Make it clear to your MSP clients that they can ramp up their security free of charge, or with low-price solutions. Encryption can be done cheaply or for free, and anti-malware and firewall are also reasonable. For very little investment, the payoff is huge.”
Resources to Stay up to Date with Cybersecurity TrendsAs a distributor, Pax8 commit a lot of time and effort into providing their MSPs partners with free resources on cybersecurity. Plus, their in-house team can answer tool-specific questions, such as how to strengthen Microsoft Office.
Mostyn also delivered a cybersecurity masterclass, which has been very popular. “I’d also recommend looking out for podcasts and other online resources. Lots of vendors offer resources and training programmes tailored to their solutions. And peer groups can also help. Threat intelligence needs to be top of your list.”
Cybersecurity Threats SMBs Should be Aware ofUnfortunately, SMBs are at risk of a whole range of cybersecurity threats these days. However, the good news is that there are also lots of techniques to defend against them. Mostyn says that the first one to know about is phishing emails.
“These are sent in cast quantities, and while the majority get caught, you only need one to get through to cause damage. Alongside that is business email compromise, which is slightly different. People can lose a lot of money through those.
“These are highly targeted and well-researched, and it’s usually a member of staff who’s taken in. And finally, ransomware is a big problem. This is also often delivered via a phishing email, and it’s an extortion exercise. It can really damage your reputation, so be aware of that.”
The Number One Mistake MSPs MakeMSPs sometimes forget that they’re also small businesses, and equally vulnerable to phishing and ransomware attacks. However, Mostyn says the biggest mistake he sees managed services owners make is a failure to clearly communicate with clients on how they help.
“Your clients don’t always know what they need, but they may ask you about a specific service they’re looking for,” says Mostyn. “If they say, ‘Do you offer cybersecurity separately?’ and you say no, there’s a risk that they assume it’s already included in their services.”
This could end badly if they fall foul of a ransomware attack that they’re not protected against. Mostyn’s advice: “Tell them clearly what you offer, and more importantly, what you don’t.
“As an MSP owner, you also have to be a salesperson. So make it clear that you can offer it as an additional service, or point to someone else who can. The potential damage to both their business and your reputation could be colossal. And make sure they know your SLAs, too, in case something does go wrong.”
How to Have a Security-First MindsetWhen you’re dealing with so many vendors, clients, providers and software, MSPs can’t always dictate what happens. But you still need to be flexible, so you need to have the right mindset to stay constant.
“Don’t say ‘No, we can’t do it that way’, because then people ignore it. But we have to have a risk-based approach to governance and compliance, because your clients need it.
“Make sure you’re constantly assessing the risks and how to resolve it. This is a good analogy I use to help MSPs think security first: Imagine you had to break into your own system. How would you do it?
“How would you break into your own home? Where are the weaknesses with your burglar alarm system, your door locks? Now realise that your burglar is thinking the same way. And likewise, a hacker is thinking like that about your networks. Now you’re in the right mindset to implement protection.”
How to Connect With Mostyn ThomasPax8Connect with Mostyn on LinkedInEmail MostynFollow Pax8 on TwitterLike Pax8 on FacebookFollow Pax8 on LinkedInHow to Connect With MeSubscribe to TubbTalk RSS feedSubscribe, rate and review TubbTalk in iTunesSubscribe, rate and review TubbTalk on Stitcher RadioSubscribe and rate TubbTalk on SpotifyFollow TubbTalk on iHeartRadioFollow @tubblog on TwitterMentioned in This EpisodePax8 AcademyGraham CluleyIan Thornton-TrumpWes SpencerJennifer BleamCompTIAKarl PalachukNational Cyber Resilience CentreCyber EssentialsAcronisConnect SecureSentinelOneSimon SinekBook: Jim Collins: Good To Great: Why Some Companies Make the Leap… and Others Don’tMalcolm GladwellChip and Dan HeathBook: Matthew Syed: Black Box Thinking: Marginal Gains and the Secrets of High PerformanceBook: John Maxwell: Failing Forward: Turning Mistakes into Stepping Stones for SuccessYou Might Also be Interested inPodcast: The Top Ways to Move Your MSP Business to a Cybersecurity FocusPodcast: How to Navigate the Scary World of MSP CybersecurityArticle: Channel-Sec 2023: A Security Event for the European IT ChannelThe post TubbTalk 134: The Best Cybersecurity Resources for MSPs You Need to be Aware of appeared first on Tubblog: The Hub for MSPs.
TubbTalk Bonusode: The Best Cybersecurity Resources for MSPs You Need to be Aware of
In this interview, Richard speaks to Mostyn Thomas, the Senior Director of Security at Pax8 and an expert in cybersecurity. He’s responsible for overseeing the company’s channel security operations, empowering Pax8 partners to reduce risk, improve efficiency, and ultimately grow their business.
Mostyn has more than 20 years of experience working with managed service providers, including founding Astrix Integrated Systems in 2001. He’s a Cyber Essentials trainer and holds a range of security qualifications.
An Interview With Mostyn ThomasHow MSPs can Support Clients with Small Cybersecurity BudgetsMostyn admits that budgets are a challenge for many small businesses, especially when it comes to IT. “But cybersecurity is important. So I think MSPs need to be mindful of what it is they’re trying to protect, which is data.
“If you have a client with a limited budget, prioritise what matters most to them. They can’t have everything, so help them to choose what they need. Don’t just follow the tech, follow the data. Ask what their priority is, and look for cost-effective ways to protect it. And then you can build from there.”
The One Cybersecurity Tool Every SMB Should HaveEvery business is different, but almost all will have an email tool of some sort. So that’s the first thing MSPs should help their clients protect. Mostyn adds: “And we all know that it’s the number one attack vector. It makes sense to protect that. So ensure that they have a good password policy and 2FA – both of those are free.
“Make it clear to your MSP clients that they can ramp up their security free of charge, or with low-price solutions. Encryption can be done cheaply or for free, and anti-malware and firewall are also reasonable. For very little investment, the payoff is huge.”
Resources to Stay up to Date with Cybersecurity TrendsAs a distributor, Pax8 commit a lot of time and effort into providing their MSPs partners with free resources on cybersecurity. Plus, their in-house team can answer tool-specific questions, such as how to strengthen Microsoft Office.
Mostyn also delivered a cybersecurity masterclass, which has been very popular. “I’d also recommend looking out for podcasts and other online resources. Lots of vendors offer resources and training programmes tailored to their solutions. And peer groups can also help. Threat intelligence needs to be top of your list.”
Cybersecurity Threats SMBs Should be Aware ofUnfortunately, SMBs are at risk of a whole range of cybersecurity threats these days. However, the good news is that there are also lots of techniques to defend against them. Mostyn says that the first one to know about is phishing emails.
“These are sent in cast quantities, and while the majority get caught, you only need one to get through to cause damage. Alongside that is business email compromise, which is slightly different. People can lose a lot of money through those.
“These are highly targeted and well-researched, and it’s usually a member of staff who’s taken in. And finally, ransomware is a big problem. This is also often delivered via a phishing email, and it’s an extortion exercise. It can really damage your reputation, so be aware of that.”
The Number One Mistake MSPs MakeMSPs sometimes forget that they’re also small businesses, and equally vulnerable to phishing and ransomware attacks. However, Mostyn says the biggest mistake he sees managed services owners make is a failure to clearly communicate with clients on how they help.
“Your clients don’t always know what they need, but they may ask you about a specific service they’re looking for,” says Mostyn. “If they say, ‘Do you offer cybersecurity separately?’ and you say no, there’s a risk that they assume it’s already included in their services.”
This could end badly if they fall foul of a ransomware attack that they’re not protected against. Mostyn’s advice: “Tell them clearly what you offer, and more importantly, what you don’t.
“As an MSP owner, you also have to be a salesperson. So make it clear that you can offer it as an additional service, or point to someone else who can. The potential damage to both their business and your reputation could be colossal. And make sure they know your SLAs, too, in case something does go wrong.”
How to Have a Security-First MindsetWhen you’re dealing with so many vendors, clients, providers and software, MSPs can’t always dictate what happens. But you still need to be flexible, so you need to have the right mindset to stay constant.
“Don’t say ‘No, we can’t do it that way’, because then people ignore it. But we have to have a risk-based approach to governance and compliance, because your clients need it.
“Make sure you’re constantly assessing the risks and how to resolve it. This is a good analogy I use to help MSPs think security first: Imagine you had to break into your own system. How would you do it?
“How would you break into your own home? Where are the weaknesses with your burglar alarm system, your door locks? Now realise that your burglar is thinking the same way. And likewise, a hacker is thinking like that about your networks. Now you’re in the right mindset to implement protection.”
How to Connect With Mostyn ThomasPax8Connect with Mostyn on LinkedInEmail MostynFollow Pax8 on TwitterLike Pax8 on FacebookFollow Pax8 on LinkedInHow to Connect With MeSubscribe to TubbTalk RSS feedSubscribe, rate and review TubbTalk in iTunesSubscribe, rate and review TubbTalk on Stitcher RadioSubscribe and rate TubbTalk on SpotifyFollow TubbTalk on iHeartRadioFollow @tubblog on TwitterMentioned in This EpisodePax8 AcademyGraham CluleyIan Thornton-TrumpWes SpencerJennifer BleamCompTIAKarl PalachukNational Cyber Resilience CentreCyber EssentialsAcronisConnect SecureSentinelOneSimon SinekBook: Jim Collins: Good To Great: Why Some Companies Make the Leap… and Others Don’tMalcolm GladwellChip and Dan HeathBook: Matthew Syed: Black Box Thinking: Marginal Gains and the Secrets of High PerformanceBook: John Maxwell: Failing Forward: Turning Mistakes into Stepping Stones for SuccessYou Might Also be Interested inPodcast: The Top Ways to Move Your MSP Business to a Cybersecurity FocusPodcast: How to Navigate the Scary World of MSP CybersecurityArticle: Channel-Sec 2023: A Security Event for the European IT ChannelThe post TubbTalk Bonusode: The Best Cybersecurity Resources for MSPs You Need to be Aware of appeared first on Tubblog: The Hub for MSPs.
June 8, 2023
Tubbservatory Round-Up #17 – May 2023
Tubbservatory Round-Up – Tools and Resources for Your MSP
Each week, Richard throws a spotlight on five resources Managed Service Provider (MSP) business owners should take note of in the IT industry. The Tubbservatory is a weekly video broadcast featuring useful articles, podcasts and events that bring value to IT business owners. Tubbservatory Round-Up #17 – May 2023 is a recap of all of the Tubbservatory episodes made during the month of May.
And, it’s all edited together for you to watch at your convenience. The items are summarised below, with links to the resources mentioned in the video at the end of this article.
This month’s topics include: Cybersecurity, Open Source Applications, Hybrid Work , DAP to GDAP Migrations and AI.
Tubbservatory Round-Up #17: May- Week 1#1 Ask an MSP Expert: How to attract new clients during an economic downturn
By leveraging unique strengths, MSPs can continue to grow and thrive even in the face of economic uncertainty. So says SEO Coach, Raj Khera, in this on-demand webinar from Barracuda MSP: How to attract clients during an economic downturn.
Consistency is key to engaging social audiences, according to Raj, while the popularity of podcasts continues to go through the roof.
#2 18iT PresentsSpeaking of which, here are a couple of great podcasts to mention, both from Bristol-based MSP 18IT’s Paul Croker. The Vendor Blender podcast focuses on Vendors, and how they’ve solved issues for their clients in the past. While the Business Insights podcast has Paul talking to other business leaders about their experiences and insights.
Both are available on Spotify now!
#3 5 Ways to Automate Your MSP WorkloadWith the pressure on Managed Service Providers to keep up with the increasing demands of their clients. The ability to automate regular, repetitive tasks is becoming a necessity.
In this guest article for Zomentum, Andrew Dale, Technical Director of CloudTech24, illustrates some of the common ways automation can help MSPs free up more time to work on their businesses.
#4 Twitter no longer existsTwitter Inc. has filed for a merger into X Corp, according to Dev Kundaliya of Computing.com.
This sparks much speculation for the future of the social media platform, which has seen many controversies since Elon Musk took over last year. Including the decision to limit the reach of users who are not paying for a Twitter Blue subscription.
#5 SMB Online ConferenceAnd finally, back for 2023, MSP Expert and Author Karl Palachuk presents the SMB Online Conference. This two-day online event takes place on the 17th and 18th May, and this year’s theme is: Nothing Happens By Itself.
Karl has recruited some excellent speakers from inside and outside of the industry. Registration is open now!
#1 The 2023 Guide to Open Source Applications for MSPs
A resource that caught my eye this week comes from Akamai Linode’s James Steel. The 2023 Open Source Tech Stack Guide for MSPs is an E-book highlighting the best open source tools on the market for managed service providers.
The benefits of open source over proprietary software include the cost, more customisation options, and since the community support makes spotting vulnerabilities easier, they’re more secure too.
Download the free E-book now!
#2 6 MSP Growth Challenges and How to Overcome ThemDespite confidence for growth in the MSP sector, there are always challenges that we should be aware of. In this article for Channel Insider, Kihara Kimachia highlights six potential areas for concern.
Preparing for what’s ahead is vital, and so It’s definitely worth a read.
#3 Microsoft’s Top 3 Predictions for Account Breaches in 2023Microsoft’s recent trend analysis in identity security breaches revealed 3 key predictions for 2023.
This on-demand webinar from Augmentt explores these types of attack and how MSPs can bolster defences against them.
#4 JumpCloud and Google WorkspaceNews now, that JumpCloud have formed a strategic partnership with Google Cloud to deliver a platform aimed at businesses employing hybrid work models.
Greg Keller, co-founder and chief strategy officer of Jumpcloud said: “Our partnership gives IT teams an open, modern, and affordable solution to allow effective collaboration from any location from a trusted device.”
This is definitely going to be of interest for some MSPs out there.
#5 How to Build and Grow a Successful MSP BusinessOn May 30th, our very own Richard Tubb joins Ray McGrath of Acronis to deliver the webinar: How to build and grow a successful MSP business.
The hour-long webinar covers the key steps required to build and grow a successful MSP, including: identifying your target market, establishing key partners and implementing best practices for service delivery and customer support. Book your spot today.
#1 GDAP Compliance is Important: Find the “Easy Button” – DAP to GDAP Migrations Enabled by Security Manager
May 22nd is the deadline for MSPs as Microsoft will change their current Delegated Admin Privileges (DAP) program in favour of more secure Granular Delegated Admin Privileges (GDAP).
This transition is part of Microsoft’s “Zero Trust” approach, and the team at SkyKick have produced an excellent blog post outlining what actions MSPs need to take.
If you’re a SkyKick MSP, then you can do the migrations to GDAP now with 1-click using SkyKick Security Manager and there’s no need to worry about doing it the hard way after May 22nd.
#2 Insights from 10 Experts and LeadersAn eBook that caught my eye was the Service Management Strategies for the Next 3 Years from 10 ITSM Experts and Leaders.
This eBook has been put together by ManageEngine and features contributions from Daniel Breston, Sophie Danby, Barclay Rae and many others.
Well worth downloading.
#3 Setting up Customer Success Function for your MSP – Irit EizipsCustomer Success is a hot topic in for MSPs today. But how do you approach it?
This short video from Eeret Eezips (Irit Eizips) via SuperOps.ai gives MSPs ideas on the value of leading with your key business metrics and tapping into the emotions of success.
ChatGPT versus Bard: Which AI Chatbot is Better for Marketing?
That’s the topic that Mark Schaefer tackles in this article.
MSP Marketers, this is worth reading, and Mark assures me he wrote this himself rather than using AI.
#5 The Mobile Phone Museum
And finally, history is calling. Who remembers the Nokia 2640 or the BlackBerry Bold?
Check out The Mobile Phone Museum for a trip down memory lane.
Personally, the Nokia 8110, as used by Neo in The Matrix, is a favourite of mine!
We kick off this week with a batch of excellent Cybersecurity resources from Pax8.
Pax8 is at the forefront of the market as a holistic partner for MSPs in the protection against cybercrime and mitigation of loss when a breach occurs.
So, it’s great to see that Pax8 have made their Cyber Essentials Guide, Work from Anywhere Security Guide, Security Fundamentals Learning Plan and The MSP’s Guide to a Multi-Layered Security Approach available to MSPs.
This is a valuable collection of resources that every MSP should check out.
#2 AI Triage Service from Uptime SolutionsNews that UK-based outsourcing specialists Uptime Solutions have added a new Artificial Intelligence-based Triage service for MSPs.
The triage currently reviews the priority, issue type and sub issue type to ensure that they are set accurately on the ticket and thus the right attention is given to it as soon as possible.
This is an exciting development from one of the fastest growing MSP partners in the market!
#3 Voice Cloning – a Growing Cybersecurity ThreatVoice cloning is a growing threat, writes Kevin Williams of SmarterMSP.
Now that inexpensive AI is available, hackers can weaponize voice.
Scammers are using this technology to impersonate people they know, such as your boss or your clients, to trick you into giving them money or sensitive information.
#4 MSP KPIs: What Key Performance Indicators to Monitor and TrackWhen it comes to tracking MSP Key Performance Indicators, what are the numbers to follow?
This article from Domotz provides some great insights including MSP Business and Financial KPI examples, and Network Monitoring.
And finally, 1st June 2023 is the 6th Annual Global MSP Day, an opportunity to celebrate and applaud the Managed Service Provider community!
From informative, inspirational talks to fun networking activities, Global MSP Day has both virtual and in-person events in London, New York, Atlanta, Dallas, Toronto and the Netherlands.
I’ll be speaking and hosting the party in London on 1st June, so make sure to register now and join us!
Links to the Resources Mentioned in this Round-Up
From Week 1Ask an MSP Expert: How to attract new clients during an economic downturn18iT Podcasts5 Way so Automate Your MSP WorkloadTwitter no longer existsSMB Online ConferenceMentioned in Week 2The 2023 Guide to Open Source Applications for MSPs6 MSP Growth Challenges and How to Overcome ThemMicrosoft’s Top 3 Predictions for Account Breaches in 2023JumpCloud and Google WorkspaceHow to Build and Grow a Successful MSP BusinessWeek 3GDAP Compliance is Important, Find the “Easy Button” – DAP to GDAP Migrations enabled by Security ManagerInsights from 10 Experts and LeadersSetting up Customer Success Function for your MSP – Irit EizipsChatGPT versus Bard: Which AI Chatbot is Better for Marketing?The Mobile Phone MuseumAnd Week 4Cybersecurity Expert Resources from Pax8AI Triage Service from Uptime SolutionsVoice Cloning – A Growing Cybersecurity ThreatMSP KPIs: What Key Performance Indicators to Monitor and TrackGlobal MSP Day 2023
That’s all from the Tubbservatory Round-Up #17!
Have you stumbled upon a valuable tool or resource that you think would pique our interest?
We’d appreciate it if you could share it with us in the comments section.
The post Tubbservatory Round-Up #17 – May 2023 appeared first on Tubblog: The Hub for MSPs.
How Technology Business Reviews Can Improve Your MSP Client Relations
It’s hard work starting a business. And even when you have it up and running, the work doesn’t stop there.
Aside from working on your business to find new clients and scale up, you should also regularly review your business in at least these three key areas:
The efficiency of your operationsProfitabilityCustomer satisfactionAs an MSP (managed service provider), you can cover most of these by holding regular business reviews with your SME (small and medium enterprise) clients.
Doing this allows you to strategically plan for the future, while strengthening business relationships with your customers.
Reporting on your operations goals allows you to measure whether you’re underperforming or not. The same goes for your profitability analysis of your customers, which can be done from data from your professional services automation (PSA) tool, or from comparing helpdesk ticket volumes and licencing to client sales & revenue.
There are even ways to measure your customer satisfaction, or C-SAT as it’s often called. However, metrics will only highlight issues. Carrying out the necessary remedial actions can either take the form of internal efficiency savings, or you can review your service agreements with your clients.
And the best ways for MSPs to do this is to conduct regular one-on-one technical business reviews (TBRs).
A technical business review gives you the opportunity to refocus your energy on making improvements that realign your services to suit your customer’s needs.
Reviews that are scheduled regularly with your customers builds trust with them. Furthermore, it can lead on to more opportunities to sell them solutions that fit their ever-evolving business needs.
As an MSP owner, it’s vital you grasp the importance of conducting TBRs. But it’s just as vital for your clients to be aware of what a great opportunity these are for them too.
They give your customers the chance to realign the services you provide to better fit their business.
That’s why these should be included in your agreement, and given a monetary value. By giving it a value, you show it’s worth something to them. It’s often been said that if something is free of charge, it means it’s worthless!
TBRs Versus QBRsQBRs (Quarterly Business Reviews) are similar to TBRs except they’re set to occur every three months.
According to Nigel Moore, founder of the Tech Tribe, setting reviews on a fixed three-monthly schedule is counterintuitive for most MSPs. No one-size-fits-all, and therefore in defining a rigid system, you’re setting them up to fail. Whereas conversely, a TBR allows you to set a frequency that suits both you and the client.
Others names for TBRs/QBRs include:
Strategic Business ReviewsTechnology Alignment AssessmentsIT Future-Planning MeetingsBusiness Realignment MeetingsThe Benefits of Technical Business ReviewsHaving regular one-on-one reviews with your clients provide a host of benefits, such as:
Planning for the FutureThey help you to develop a future roadmap for your clients in how you, as their technology partner, will meet their technology needs. Planning ahead allows both you and your clients to set a budget for what lies ahead, and prepare the way forward in terms of growth.
Educating Your ClientIt’s our duty to educate our clients on the potential risks they may face in the future, if action is not taken now. And we can also inform them of the opportunities in emerging tech that they may want to invest in, to get a competitive edge.
A Better Understanding of Your Client’s BusinessConversely, the reviews can also reveal to us, the pressures and opportunities that are affecting their business. And as their technology partners, we need to think about what we need to do to better support them. Whether it’s investing in new tools and tech, or supporting them in other ways.
Building Trust with Your ClientShowing an interest in improving services for your clients inevitably elevates the relationships you have with them. Above being just a tech support contractor, you become a trusted partner. In other words, these reviews offer a chance to reaffirm your relationship with your client on the basis of the value you’re providing.
Improving Customer SatisfactionProving your success will lead to increased customer satisfaction. And satisfied customers are more likely to write glowing testimonials for you, or provide word-of-mouth referrals. Satisfied customers means lower retention rates, and reduced client churn.
Reducing Support InefficienciesIf there’s a legacy system that’s costly to support, and prone to vulnerabilities, it could be an opportunity to sell the benefits of migrating or upgrading. Likewise, if there are any regularly repeated tickets – this is your chance to see how you can reduce them. Whether that’s using automation, self-service portals, producing knowledge base articles or finding another tool to bridge a gap.
Many of these benefits will almost certainly result in better working relationships with your clients, more sales for your MSP and greater satisfaction for everyone.
It’s important to remember that you should make TBRs about the client, not about you.
While review dates should be flexible to suit them, you should emphasise how essential they are keep their business up-to-date.
A pro tip for when you’re booking these reviews: Remind the client, two weeks before the next TBR is due, that they need to book in with you. Allowing them to book the meeting with you will solidify a time and date which they’re less likely to renege on or cancel. You can use an online booking system, such as Calendly to do this.
Make sure the right people are invited along to TBRs – if there’s technical questions to be asked on either side – make sure those key stakeholders are in the room.
Making a Record of Your ReviewRecording the action points of a TBR allows for mutual accountability and serves as a reminder the next time you hold a review.
While you could just do all of this on a shared spreadsheet, or simply create tickets on your helpdesk system, there are other options that facilitate TBR management more effectively.
While you should always do your own due diligence when looking at TBR software, these three are definitely worth taking a look at:
Narmada CloudLifecycle InsightsCloud Radial
Adopting the SMART-er Approach
Setting goals for yourself and your client can be difficult, and you don’t necessarily know what the goals may be until you hold your review meeting.
However, a great way to know if you’re setting the right kind of targets is to use the SMART framework:
S – Specific: Avoid vague targets that are open to interpretation if you can.
M – Measurable: Being able to quantify your goals means you can measure you progress.
A – Achievable: Make sure you’re not setting a target to fail if neither you or the client can meet the expectations.
R – Relevant: Ensure that you cover the essentials first. Where will you both see the most impact.
T – Time-Bound: Goals should have a deadline wherever possible.
To find out more about the SMART goal framework, career experts Indeed have a great guide about the subject here.
A good Technical Business Review covers three stages:
Recalling the observations & actions of the previous reviewReporting on current progress & pain pointsDiscussing future plans & concernsThen finish up with a recap of points discussed and actions agreed.
1. Reviewing the PastTake a look back at the previous review, or the contract if this is the first review.
Reflect on agreed actions and how you both met your obligations. Discuss what went well, and not-so-well, and how it can be improved for next time. Take note on how you can adapt your processes if required to be more effective in the future.
If you’re armed with the right metrics to back up your successes, this is an effective way of demonstrating your worth, and the value of these reviews, to your client.
2. Reporting on the PresentNext, you discuss any recent and current issues that are affecting your client.
Talk about where you are with current projects and unresolved issues. What are their frustrations and how could things be better aligned for their business.
Look through the high-level metrics that will be of interest to the client. However, you don’t need to drill down to the minutiae here. The purpose is to highlight how you can help your client, so there’s no need to go overboard in stating your case.
3. Discuss Plans for the FutureThis is your opportunity to talk about your client’s plans for growth, and to discuss a future roadmap for their technology needs.
At a high level, this should include what their goals are for the next few years ahead. This includes any hardware or devices that may need to be purchased, as well as a review of any software licences that need to be renewed, replaced or migrated from older end-of-life tech.
This is your opportunity here to educate your clients about important news and new products that may be of interest to them. As their technology partner, you should impress upon them why you think a product may be right for them at this time, or for the future.
Agreeing a roadmap of objectives with the client means you can set targets and deadlines, factoring in any contingencies. This is to set out clearly what the obligations are for you and your client, making sure there are few surprises in the coming months ahead.
You can set realistic budget expectations too, reinforcing trust in your partnership.
Recap and Sign OffAs there’s a lot to cover in a meeting like this, it’s best to finish it off with a recap of what you’ve discussed and agreed, to avoid ambiguity. For posterity, both MSP and the client should sign the document, with a copy emailed across to your client.
Also, now is a good time to schedule when the next review will take place.
Finally remember to have an informal conversation about whether the client is happy with the progress. If they are, ask if they would be happy to refer you to similar businesses in their network. And are they willing to write you a review or testimonial for your website!
Although it looks like there is a lot to cover, it’s best to try and kept these meetings as brief as possible.
Make sure you have the agenda prepared for what you’re going to cover, and some metrics to back up your observations.
Give the client plenty of time to tell you their pain points, as it’s here you will find opportunities to show your value and ultimately increase your revenue.
Here are a few conversation starters for you:
If there was one thing we could change for your business to make it easier, what would that be?I’ve noticed your team have logged a lot of calls about X is there anything we can do to educate your team to avoid these?What are your plans for growth over the next 18 months/3/5 years?What have we done recently that’s made things much easier for you?
Following Up After the Business Review MeetingWhen you get back to the office, you’ll have a number of things to do.
Firstly, put in a reminder for yourself about the next TBR meeting, including to send a reminder to the client two weeks before the TBR is due.
Assign actions to the relevant member of your team to follow-up in more detail. For example, task your Sales Manager to follow up on potential new sales, Service Delivery Manager to follow-up on any tickets raised, etc.
Raise tickets for any work discussed at the meeting, as well as work resulting from evergreening, retiring end-of-line technology, etc.
If they wrote you a glowing testimonial for your website, or managed to secure a referral, make sure to send a handwritten thank you note and a gift to show how much you value their business.
And lastly, tweak your technology business review process if you feel it could do with a bit of polish. It’s likely that you’ll refine this process over time, and tailor it differently to suit each of your clients.
Technical Business Reviews are a way to assess if what you’re providing for your clients still reflects their needs. In holding them, you’re showing that you not only value the income their business provides, but their success too. Furthermore, it’s a chance for you to identify any gaps, and offer them solutions, effectively giving you the chance to justify an upsell to your clients.
For MSPs, it’s a chance to streamline existing services and potentially sell new technology solutions to their partners. For the SME clients, it’s an opportunity for them to realign the technology they’re paying for to better fit the direction of their business.
In the case of both parties, the end result is a stronger business relationship and greater satisfaction. Hopefully leading to increased profitability for both of your businesses.
In keeping your TBR process light and straightforward, it will be easier to replicate for multiple clients.
You’ll keep your client partners engaged and happy too, which will make future planning for your business much easier.
What has been your experience with business reviews? And if your MSP doesn’t use these, how do you keep your clients engaged and satisfied with your service? We’d love to hear from you in the comments.
The post How Technology Business Reviews Can Improve Your MSP Client Relations appeared first on Tubblog: The Hub for MSPs.
