How to build a company that can scale
MSP 2.0 is an opportunity of mighty potential to create a foundation for your business for the coming decade. Whereas technological faculty has been the critical skill, it has been replaced by excellence in client relationships. The roles of account management and technical account management have been notoriously vague in definition, and short-sighted in sales focus. Strategic client engagement is key to success.
Problems you need to solve
No standard for standardizing your solution stack
Aligning your clients with your solution stack is critical to building reliable infrastructure, cutting support effort, reducing complexity and increasing profitability. What you don’t have is a process to make it happen.
Missing chances in QBRs
Quarterly Business Reviews are too often focused on operational items rather than creating conversations on how you as an MSP can help accelerate the business of your clients. This leads to fading engagement of your critical client-facing opportunity.
Need help creating strategic Roadmaps
Strategic Roadmaps help you to build up a backlog of projects and make sure all of your clients changing technology needs are managed by you. These strategic Roadmaps usually a long time to build so many times these are not exists.
No processes for the account management role
You're more than likely part of the group of MSPs who have job descriptions, processes and outlines for roles in your organization except for account management. You are not alone. Account management has been a big challenge to adopt.
No deliverables means no accountability
Account management is usually a vague role filled by someone from sales or leadership. Without defined deliverables or activities account management is difficult to perform or control, and leads to conflicts and confusion.
No automation tools
While you automate most of your business from hardware procurement to service delivery, you don’t have any tools to automate the account management role. QBRs are manual processes, IT Development plans exist in excel sheets, and the work bogs down.
The Solution Stack Score tools
The Solution Stack Score tool is the proven method to design your standards from templates, disseminate the gap in alignment through an audit report, set goals for your team and execute the standardization process.
The QBR Tool
The Account Manager can collect information from the client, techs or the leadership to prepare for the QBR and be ready to make decisions and foster strategic client engagements in a scalable way.
The Needs Assessment Tool
Conducting a Needs Assessment to plan the strategic Roadmap drastically reduces the time and effort involved. That plan will allow you to control the client's initiatives, proactively lay down their development projects and give them a sense of your strategic approach.
Account Management as a Service
You can define your Account Management role as a Service. In this way the Account Management process will be part of the service delivery team as a "consultative" professional service, and employ the same principles in working with clients as you do with other roles.
Account Management deliverables
Account management can have various concrete deliverables like QBRs for selected clients, Annual Roadmaps, living contracts and development quotas. These can be part of the Account Management service deliverables so everybody see the expectations and have measurable performance.
Client facing Account Management workspace
Give your account managers a tool they can use to automate their monthly and daily tasks. Let them collaborate with clients and do more with less (time and stress) so they can spend more time with clients and create strategic engagements.
See what our members have to say about ReframeYourClients
How to turn around the erosion of revenue from our core business of servers and support due to the influx of cloud, more commoditization of the industry and tech savvy end users. The one thing that all business owners find difficult is to be committed to following business processes for IT like they do for finance or their core business delivery. This is mostly due to lack of knowledge and industry experience. MSP 2.0 allows the reseller to help their clients manage the day-to-day through to strategy and make money at the same time.
IT Intellect (AU)
ReframeYourClients all-in-one business development software helps MSPs in 12 time zones demonstrate to their clients that IT is a huge competitive advantage, not just a commodity. A pioneer in MSP 2.0, ReframeYourClients aims to help its customers build the next generation of IT businesses.
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