Posts Tagged customer service

Looking for an Easy Way to Increase Top Line Revenue by 50-75%?

Thinking_05 You’ve probably seen a few of my blogs about MSP University’s live training series, and are perhaps already aware of the incredible quality and quantity of training we’re providing every week.  We recently had Jeff Borovitz from VPN Dynamics; a subsidiary of Ingram Micro, with us.  VPN Dynamics specializes in award-winning classroom and Live Online certification training for IT resellers and end-user technical staff.  VPN Dynamics delivers vendor-authorized, network security training based in real-world experience that’s so highly regarded that the vendors themselves send their employees to attend VPN D courses.
 
During this first in a series of live trainings that Jeff will be presenting with us this spring, Jeff highlighted a statistic that really got my attention:  Resellers with Vendor-Certified Technicians average 50-75% more gross sales of the vendor’s products than un-certified resellers.  At first glance, this stat seems a tad shocking—that’s a BIG difference!  I was left wondering how something as seemingly simple as a vendor certification can have such a big impact on sales volume. 

As I thought about it I began to realize that there are lots of good reasons why vendor-certified resellers sell more of that vendor’s products.  Some of them seem pretty obvious, but some of them may be less so:
 
First, vendor certification is a formal training process in which the IT reseller’s staff learns enough about the vendor’s product to really understand the kinds of business problems that the product will solve.  Of course, this empowers the reseller to better position the value of that product in client engagements to win the deals.
 
Second, vendor certification can qualify you (depending on the specific vendor of course) for pre-sales support, marketing development funds and programs, lead lists, etc.  These resources help to offset the costs of sales and marketing, and enable the reseller to penetrate more prospects faster – and ultimately close more business.
 
Third, vendor certification is a major credibility booster:  it’s validation of your staff’s technical competence and knowledge/expertise in these solutions, especially if your client or prospect has a technical person or team on staff.  This credibility also enables you to command higher rates for your service as a knowledgeable expert in those solutions. 

…and that’s just to name a few. 

If you’re interested in learning more about how you can get your team certified and start capturing some of that revenue, check out the recording of Jeff’s session “The Value of Vendor-Authorized Training” available for download from the On Demand Video Training page of our Premium Partner Portal at www.mspu.us.  You’ll also find out about an exciting opportunity to win an Apple iPad from VPN Dynamics when you watch this recording.  So check it out, and also check out the Live Training Registration page to find out what other great trainings we have coming up.  

We look forward to seeing you there! 

Kate Hunt
MSP University
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Posted in: General Business, Sales

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How To Improve Your Top and Bottom Line With Existing Clients

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I was thinking today about client loyalty.  Client loyalty is critical to long term success as a solution provider, particularly in the managed services business.  Think about it, with a Managed Services Agreement you’re asking for a long term contractual commitment from your clients, which requires real loyalty over time.  Even after you convince them to sign up for managed services, if your clients aren’t happy with your services and don’t feel loyal to you as their Trusted Technology Advisor, it will be easy for them (in spite of the service agreement) to replace you with the guy down the street whose price is 10% cheaper.  So it only stands to logic that, in order to prevent this, you should be mindful and watchful of how happy and loyal your clients are feeling.  The happier they are, and the more valuable they perceive you and your services to be, the less likely they are to stray or to shop your price.
 
Most of the time, when it comes to thinking about strategies to improve top and bottom line performance, our minds immediately turn to the challenge of building new client relationships.  Penetrating new accounts is necessarily one of the primary goals of a growing IT solution provider, and many will spend large amounts of time, money and energy on targeted marketing and sales efforts to win new accounts.  When it’s done right, it pays off, but it’s expensive and takes a lot of time and diligent effort. 

Wouldn’t it be great if there were a way to improve both the top and bottom line while minimizing those marketing and sales expenses?  Statistics show that it costs about ten times more to win a new client than it does to keep a current one happy.  Good ways to keep current clients happy include loyalty programs and two-way marketing dialogue, special promotions, offers, and discounts available only to your loyal existing clientele.  You probably have multiple solutions in your solution stack (managed services, VoIP, web development, hosting services, etc.), and if you’re like most MSPs, the majority of your clients only have one or two of those solutions deployed in their environments.  There are probably lots of untapped sales opportunities right under your nose with the clients that already know and trust you!
 
So what can you offer to your existing clients to show them that you value their business, make them feel more satisfied and loyal to you than they are today, and help them see the value in the other solutions you provide?

Kate Hunt
MSP University
Subscribe to my blog here
Subscribe to our Newsletter here
Join MSP University FREE for all things Managed Services
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Posted in: General Business, Marketing, Sales, Sales & Marketing

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