The basic formula for success in managed services used to be an easy one: Deploy good tools, hire good technicians, and respond quickly when something goes wrong.
These days, however, every MSP out there does business that way. Starting in 2019, therefore, anyone who wants to stand out from the herd will have to become a strategic advisor to their customers rather than just a tech provider, according to Craig Fulton, chief product officer, at managed services software vendor ConnectWise.
“This will require putting an emphasis on understanding how your customers use—or don’t use—both the tools and support you provide as well as increasing meaningful face-to-face meetings,” he says in an emailed statement. “Being in tune with what customers are doing, checking in regularly to discuss challenges they face, and then helping them find solutions before those challenges become unsurmountable is how an MSP solidifies its reputation as a true partner and, ultimately, retains its customers.”
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