customer relationship Archives

Sep 27 / By Rob McKernan

4 Approaches for MSPs to Manage Hidden Costs That Erode Profitability

In the traditional IT channel model, business costs are fairly straightforward. Resellers source products from vendors and distributors, mark them up and sell them to end customers. Additional services, such as troubleshooting and maintenance, incur… Read Article »

Dec 20 / By Rob McKernan

Better Communications Improves Customer Relationship

We’ve heard it said a hundred times: Strong customer relationships are the lynchpin of any successful business. But many IT service providers still fail to provide SMB clients, the bulk of their customer base, with… Read Article »

Sep 06 / By Jamie Bourassa

The SLA as a Key to Customer Happiness

No matter what business you’re in, ready-made happy customers don’t simply appear on your doorstep. You must earn them. In managed services, one of the surest ways to customer happiness is to set expectations upfront… Read Article »