IT and Business Insights for SMB Solution Providers

Customer Service

Blog Entry
April 10th, 2015 | Karl Palachuk
I had a great coaching session with a new MSP this week. He's been in business for many years, has signed one managed service deal, and is about to sign his second. That's what makes him a new MSP. - read more
Blog Entry
February 2nd, 2015 | Karl Palachuk
I am extremelyproud to announce that we have an amazing line-up for the 2015 SMB Online Conference. Our theme this year is Time to Thrive. - read more
Blog Entry
January 30th, 2015 | Karl Palachuk
Please mark your calendars for a free webinar with Results Software. We use Result CRM in-house. We're just learning about the newest version. - read more
Blog Entry
September 18th, 2014 | Karl Palachuk
Wow. Some books take a month to be "born" into the world. I guess I should expect something like that from a work like this. - read more
Blog Entry
January 9th, 2014 | Karl Palachuk
The notes and time entries in your ticketing system are perhaps the most important documentation that exists within your service department. It's the key to solving problems, defending your billing, justifying payroll, and much more. As a result, you need some standard procedures about entering service notes (time entries). - read more
Blog Entry
November 26th, 2013 | Karl Palachuk
Technology always changes the relationships between businesses and people, just as it does between people and between businesses. As we move into the final weeks before the New Year, it's worth considering how these changes affect us. - read more
October 11th, 2013 | Sandra Gittlen
Acquiring customers is easy; getting them to re-up is the hard part. Industry experts offer insight into extracting more value from your existing client base. - read more
May 17th, 2012 | James E. Gaskin
Resellers say they are in the lead in the ongoing match-up with big box retailers. Find out how you can compete with Geek Squad and other big box services. - read more
May 11th, 2012 | ChannelPro
Your customers may take to social media, like Facebook or Twitter, to publicly lodge a complaint against you. Find out how you can best handle this situation. - read more
April 27th, 2012 | Colleen Callahan
To succeed in a tough business climate, Dubuque Data Services focuses on personalized service and lets employees make the call when serving customers. - read more


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