Beyond the Dashboard

In this episode of Beyond the Dashboard, we're joined by Gray Mabry, CEO of iVenture Solutions, to discuss their innovative approach to measuring customer satisfaction. Gray shares insights on their "Customer Persona Score," a metric that goes beyond traditional NPS and CSAT scores. Discover how iVenture Solutions:Analyzes communication data to assign personas to customersTailors their service based on these personas to minimize attritionLeverages language models to process unstructured data and gain valuable insightsFocuses on both low and high scores to identify areas for improvement and replicationGray also emphasizes the importance of measuring response times for simple issues and the quality of engagement for more complex problems. Tune in to learn how you can apply these strategies to your MSP or ITSP and take your customer satisfaction metrics to the next level.Today's sponsor is Comet Backup. Use the exclusive promo code: ROCKETMSP when you sign up to get $50 USD Free Credit for your first 90 days with Comet. Start running backups in 15 minutes or less!Get started with Comet Backup here.Today’s sponsor is Movebot. Movebot is a fully hosted, lightning-fast data migration tool designed for MSPs to simplify moving files and emails. Try Movebot for yourself with 250GB free with no credit card or calls required.Get StartedMentioned in this episode:We’ve all been there – the phone rings, your largest client is on the line, totally panicked. Their CEO spilled coffee all over her laptop and it’s completely dead. Everything she needed for her investor presentation tomorrow was on that laptop. There’s nothing more heart-stopping than losing business-critical data. Whether you get hit with ransomware, hardware failure or human error, data loss can be a business ending event. Backups are your final stand when a threat penetrates your layers of defense. That’s where Comet Backup comes in. Comet is a secure, reliable backup solution designed specifically for MSPs. Protect computers, servers, virtual environments, emails and databases. You choose where the data is stored – backup to local on-prem storage or any of the leading cloud providers to slash your storage costs. Comet grows with your business with scalable per-device pricing. Test drive Comet Backup with a 30-day free trial. Get $50 free credit when you sign up with the promo code ROCKETMSP. Start running backups in 15 minutes or less at cometbackup.com. Comet Backup, the backup solution that MSP’s trust. Comet Backup

Are you keeping pace with email marketing benchmarks in the MSP industry? In this episode, we dive into the key metrics and KPIs MSPs should track to optimize their email campaigns.We break down the email marketing funnel, including list size, open rates, click-through rates, and more. Learn the industry averages in each area and evaluate how your email program stacks up.You'll get actionable tips on how to improve deliverability, drive more clicks, and add value for your subscribers. We discuss the best days and times to send emails, personalization tactics, mobile optimization, and going beyond basic monthly newsletters.While social media has its place in marketing, we debate whether follower counts should be a priority KPI for MSPs. Get perspectives on the ROI of social platforms and how much time to reasonably invest there.If you want to level up your email marketing and align with industry leaders, don't miss this episode. Now is the time to start surpassing benchmarks and see results.Today's sponsor is Comet Backup. Use the exclusive promo code: ROCKETMSP when you sign up to get $50 USD Free Credit for your first 90 days with Comet. Start running backups in 15 minutes or less!Get started with Comet Backup here.Today’s sponsor is Movebot. Movebot is a fully hosted, lightning-fast data migration tool designed for MSPs to simplify moving files and emails. Try Movebot for yourself with 250GB free with no credit card or calls required.Get StartedMentioned in this episode:We’ve all been there – the phone rings, your largest client is on the line, totally panicked. Their CEO spilled coffee all over her laptop and it’s completely dead. Everything she needed for her investor presentation tomorrow was on that laptop. There’s nothing more heart-stopping than losing business-critical data. Whether you get hit with ransomware, hardware failure or human error, data loss can be a business ending event. Backups are your final stand when a threat penetrates your layers of defense. That’s where Comet Backup comes in. Comet is a secure, reliable backup solution designed specifically for MSPs. Protect computers, servers, virtual environments, emails and databases. You choose where the data is stored – backup to local on-prem storage or any of the leading cloud providers to slash your storage costs. Comet grows with your business with scalable per-device pricing. Test drive Comet Backup with a 30-day free trial. Get $50 free credit when you sign up with the promo code ROCKETMSP. Start running backups in 15 minutes or less at cometbackup.com. Comet Backup, the backup solution that MSP’s trust. Comet Backup

Testing and Refining Your Website for Maximum ConversionsAre you looking to grow your managed IT services business? In this episode, we dive into proven strategies to boost conversions and sales from your website.We discuss:The importance of tracking and optimizing your website's conversion rateBest practices for A/B testing call-to-action buttons and messagingTips for incrementally improving conversions over time through continued refinementSuggestions for simplified tracking for smaller MSPs without complex analyticsCrafting customer-focused CTAs that drive action using powerful verbsEnsuring your content and website stands out from competitorsJoin us for tactical tips you can implement right away to turn more of your website visitors into sales opportunities. We're taking the guesswork out of website optimization so you can confidently improve conversions. Tune in to level up your digital marketing game as an MSP!Today's sponsor is Comet Backup. Use the exclusive promo code: ROCKETMSP when you sign up to get $50 USD Free Credit for your first 90 days with Comet. Start running backups in 15 minutes or less!Get started with Comet Backup here.Today’s sponsor is Movebot. Movebot is a fully hosted, lightning-fast data migration tool designed for MSPs to simplify moving files and emails. Try Movebot for yourself with 250GB free with no credit card or calls required.Get Started

Get More 5-Star Reviews and Boost Your CredibilityAs an MSP, positive online reviews are critical for establishing trust and credibility with potential clients. In this episode, we dive into the #1 most important marketing KPI - customer reviews.You'll learn:The 3 main platforms to focus your review efforts (Google, Facebook, LinkedIn)Creative ways to incentivize customers to leave reviewsHow to leverage reviews across your marketing materialsThe power of employee reviews on Glassdoor for employer brandingWe share plenty of strategic tips to make review gathering a consistent part of your marketing strategy. With the right systems in place, you can showcase social proof and build authority in your niche. Don't leave your online reputation up to chance - listen now to learn how to proactively manage reviews.Today's sponsor is Comet Backup. Use the exclusive promo code: ROCKETMSP when you sign up to get $50 USD Free Credit for your first 90 days with Comet. Start running backups in 15 minutes or less!Get started with Comet Backup here.Today’s sponsor is Movebot. Movebot is a fully hosted, lightning-fast data migration tool designed for MSPs to simplify moving files and emails. Try Movebot for yourself with 250GB free with no credit card or calls required.Get StartedMentioned in this episode:We’ve all been there – the phone rings, your largest client is on the line, totally panicked. Their CEO spilled coffee all over her laptop and it’s completely dead. Everything she needed for her investor presentation tomorrow was on that laptop. There’s nothing more heart-stopping than losing business-critical data. Whether you get hit with ransomware, hardware failure or human error, data loss can be a business ending event. Backups are your final stand when a threat penetrates your layers of defense. That’s where Comet Backup comes in. Comet is a secure, reliable backup solution designed specifically for MSPs. Protect computers, servers, virtual environments, emails and databases. You choose where the data is stored – backup to local on-prem storage or any of the leading cloud providers to slash your storage costs. Comet grows with your business with scalable per-device pricing. Test drive Comet Backup with a 30-day free trial. Get $50 free credit when you sign up with the promo code ROCKETMSP. Start running backups in 15 minutes or less at cometbackup.com. Comet Backup, the backup solution that MSP’s trust. Comet Backup

Maximizing MSP Sales: Improving Conversion RatesThe hosts discuss the inherently slow sales cycle of most Managed Service Providers (MSPs), leading to low lead conversion rates. Paul Green highlights the importance of pre-qualifying prospective clients and improving the sales process. He stresses personalized and efficient sales meetings rather than formal training.Paul also provides ways to increase sales conversion rates through pre-communication and detailed post-meeting follow-up. He notes automation should only be implemented once proven manually. Finally, Paul draws parallels between marketing and dating, emphasizing mutual selection for better client-provider relationships.Today's sponsor is Comet Backup. Use the exclusive promo code: ROCKETMSP when you sign up to get $50 USD Free Credit for your first 90 days with Comet. Start running backups in 15 minutes or less!Get started with Comet Backup here.Today’s sponsor is Movebot. Movebot is a fully hosted, lightning-fast data migration tool designed for MSPs to simplify moving files and emails. Try Movebot for yourself with 250GB free with no credit card or calls required.Get StartedMentioned in this episode:We’ve all been there – the phone rings, your largest client is on the line, totally panicked. Their CEO spilled coffee all over her laptop and it’s completely dead. Everything she needed for her investor presentation tomorrow was on that laptop. There’s nothing more heart-stopping than losing business-critical data. Whether you get hit with ransomware, hardware failure or human error, data loss can be a business ending event. Backups are your final stand when a threat penetrates your layers of defense. That’s where Comet Backup comes in. Comet is a secure, reliable backup solution designed specifically for MSPs. Protect computers, servers, virtual environments, emails and databases. You choose where the data is stored – backup to local on-prem storage or any of the leading cloud providers to slash your storage costs. Comet grows with your business with scalable per-device pricing. Test drive Comet Backup with a 30-day free trial. Get $50 free credit when you sign up with the promo code ROCKETMSP. Start running backups in 15 minutes or less at cometbackup.com. Comet Backup, the backup solution that MSP’s trust. Comet Backup

Streamlining Business Operations Through Lead Time MetricsWim explores the important metric of lead time - the total time from initiating a task to completion. He explains how lead time matters more than just time spent on work. By minimizing lead time, MSPs can operate more efficiently. Strategies include pricing consistency, automation, and cross-training to speed up work cycles. Wim discusses common misconceptions about lead time. Monitoring it identifies process issues. Related books for further knowledge are also covered. Understanding lead time helps MSPs and manufacturers optimize operations.Today's sponsor is Comet Backup. Use the exclusive promo code: ROCKETMSP when you sign up to get $50 USD Free Credit for your first 90 days with Comet. Start running backups in 15 minutes or less!Get started with Comet Backup here.Today’s sponsor is Movebot. Movebot is a fully hosted, lightning-fast data migration tool designed for MSPs to simplify moving files and emails. Try Movebot for yourself with 250GB free with no credit card or calls required.Get StartedMentioned in this episode:We’ve all been there – the phone rings, your largest client is on the line, totally panicked. Their CEO spilled coffee all over her laptop and it’s completely dead. Everything she needed for her investor presentation tomorrow was on that laptop. There’s nothing more heart-stopping than losing business-critical data. Whether you get hit with ransomware, hardware failure or human error, data loss can be a business ending event. Backups are your final stand when a threat penetrates your layers of defense. That’s where Comet Backup comes in. Comet is a secure, reliable backup solution designed specifically for MSPs. Protect computers, servers, virtual environments, emails and databases. You choose where the data is stored – backup to local on-prem storage or any of the leading cloud providers to slash your storage costs. Comet grows with your business with scalable per-device pricing. Test drive Comet Backup with a 30-day free trial. Get $50 free credit when you sign up with the promo code ROCKETMSP. Start running backups in 15 minutes or less at cometbackup.com. Comet Backup, the backup solution that MSP’s trust. Comet Backup

Improving Flow Efficiency for Better MSP PerformanceWim explains the concept of flow efficiency, using an office migration example. He discusses how efficiency depends not on number of tickets, but on time spent usefully working on a project. MSPs should focus on work performed rather than individual workloads. Addressing one ticket at a time improves outcomes. Monitoring work in progress, response times and productivity matters more than technician utilization. The goal is faster, quality problem-solving to satisfy clients. Regularly tracking work progress helps, as does using a Kanban board. Wim warns against over-focusing on staff utilization as it can reduce work flow and efficiency.Today's sponsor is Comet Backup. Use the exclusive promo code: ROCKETMSP when you sign up to get $50 USD Free Credit for your first 90 days with Comet. Start running backups in 15 minutes or less!Get started with Comet Backup here.Today’s sponsor is Movebot. Movebot is a fully hosted, lightning-fast data migration tool designed for MSPs to simplify moving files and emails. Try Movebot for yourself with 250GB free with no credit card or calls required.Get StartedMentioned in this episode:We’ve all been there – the phone rings, your largest client is on the line, totally panicked. Their CEO spilled coffee all over her laptop and it’s completely dead. Everything she needed for her investor presentation tomorrow was on that laptop. There’s nothing more heart-stopping than losing business-critical data. Whether you get hit with ransomware, hardware failure or human error, data loss can be a business ending event. Backups are your final stand when a threat penetrates your layers of defense. That’s where Comet Backup comes in. Comet is a secure, reliable backup solution designed specifically for MSPs. Protect computers, servers, virtual environments, emails and databases. You choose where the data is stored – backup to local on-prem storage or any of the leading cloud providers to slash your storage costs. Comet grows with your business with scalable per-device pricing. Test drive Comet Backup with a 30-day free trial. Get $50 free credit when you sign up with the promo code ROCKETMSP. Start running backups in 15 minutes or less at cometbackup.com. Comet Backup, the backup solution that MSP’s trust. Comet Backup

Deciphering the Lead to Appointment Conversion Rate in SalesIn this informative conversation, the speakers delve into the concept of lead to appointment conversion rate, a measure of a sales team's effectiveness in turning leads into scheduled appointments. The speakers highlight that the conversion rate can depend on factors like geography, business nature, and more.While Paul Green notes the rate tends to be low for Managed Service Providers (MSPs) due to long sales cycles, he advises tracking it over time for consistency. Fluctuations may indicate an issue. Paul also discusses assessing appointment quality through a traffic light scoring method.Review frequency of metrics can vary based on MSP activity and changes being made, Paul mentions.Today's sponsor is Comet Backup. Use the exclusive promo code: ROCKETMSP when you sign up to get $50 USD Free Credit for your first 90 days with Comet. Start running backups in 15 minutes or less!Get started with Comet Backup here.Today’s sponsor is Movebot. Movebot is a fully hosted, lightning-fast data migration tool designed for MSPs to simplify moving files and emails. Try Movebot for yourself with 250GB free with no credit card or calls required.Get StartedMentioned in this episode:We’ve all been there – the phone rings, your largest client is on the line, totally panicked. Their CEO spilled coffee all over her laptop and it’s completely dead. Everything she needed for her investor presentation tomorrow was on that laptop. There’s nothing more heart-stopping than losing business-critical data. Whether you get hit with ransomware, hardware failure or human error, data loss can be a business ending event. Backups are your final stand when a threat penetrates your layers of defense. That’s where Comet Backup comes in. Comet is a secure, reliable backup solution designed specifically for MSPs. Protect computers, servers, virtual environments, emails and databases. You choose where the data is stored – backup to local on-prem storage or any of the leading cloud providers to slash your storage costs. Comet grows with your business with scalable per-device pricing. Test drive Comet Backup with a 30-day free trial. Get $50 free credit when you sign up with the promo code ROCKETMSP. Start running backups in 15 minutes or less at cometbackup.com. Comet Backup, the backup solution that MSP’s trust. Comet Backup

Understanding and Maximizing Your Customer Acquisition Cost (CAC) for Business GrowthIn this episode, Vince Crisler discusses the importance of tracking the cost of customer acquisition (CAC) for businesses, particularly SaaS and MSPs (Managed Service Providers). They delve into calculating CAC, including factors such as marketing, onboarding, demonstrations, and customer acquisition through different channels. They also emphasize the significance of comparing CAC with customer lifetime value to maximize profitability. Vince also highlights the impact of service delivery on the CAC, warning against pitfalls of rapid expansion without adequate onboarding resources. The balance between headcount, onboarding, and customer retention is noted as a critical point for maintaining profitability and a sustainable customer lifespan.Today's sponsor is Comet Backup. Use the exclusive promo code: ROCKETMSP when you sign up to get $50 USD Free Credit for your first 90 days with Comet. Start running backups in 15 minutes or less!Get started with Comet Backup here.Today’s sponsor is Movebot. Movebot is a fully hosted, lightning-fast data migration tool designed for MSPs to simplify moving files and emails. Try Movebot for yourself with 250GB free with no credit card or calls required.Get StartedMentioned in this episode:We’ve all been there – the phone rings, your largest client is on the line, totally panicked. Their CEO spilled coffee all over her laptop and it’s completely dead. Everything she needed for her investor presentation tomorrow was on that laptop. There’s nothing more heart-stopping than losing business-critical data. Whether you get hit with ransomware, hardware failure or human error, data loss can be a business ending event. Backups are your final stand when a threat penetrates your layers of defense. That’s where Comet Backup comes in. Comet is a secure, reliable backup solution designed specifically for MSPs. Protect computers, servers, virtual environments, emails and databases. You choose where the data is stored – backup to local on-prem storage or any of the leading cloud providers to slash your storage costs. Comet grows with your business with scalable per-device pricing. Test drive Comet Backup with a 30-day free trial. Get $50 free credit when you sign up with the promo code ROCKETMSP. Start running backups in 15 minutes or less at cometbackup.com. Comet Backup, the backup solution that MSP’s trust. Comet Backup

Understanding and Improving Work In Progress (WIP)Wim discusses the important metric of Work In Progress (WIP) and how it impacts managed services providers (MSPs). He explains how WIP refers to tasks currently being worked on across departments. By reducing WIP, MSPs can increase productivity and improve workflow. Strategies include cross-training staff, defining clear work processes, and focusing on one task at a time. Monitoring both individual and team WIP is critical. Related metrics like lead time and throughput are also covered. Wim advocates concepts like Kanban and lean thinking to better manage WIP in MSPs.Today's sponsor is Comet Backup. Use the exclusive promo code: ROCKETMSP when you sign up to get $50 USD Free Credit for your first 90 days with Comet. Start running backups in 15 minutes or less!Get started with Comet Backup here.Today’s sponsor is Movebot. Movebot is a fully hosted, lightning-fast data migration tool designed for MSPs to simplify moving files and emails. Try Movebot for yourself with 250GB free with no credit card or calls required.Get StartedMentioned in this episode:We’ve all been there – the phone rings, your largest client is on the line, totally panicked. Their CEO spilled coffee all over her laptop and it’s completely dead. Everything she needed for her investor presentation tomorrow was on that laptop. There’s nothing more heart-stopping than losing business-critical data. Whether you get hit with ransomware, hardware failure or human error, data loss can be a business ending event. Backups are your final stand when a threat penetrates your layers of defense. That’s where Comet Backup comes in. Comet is a secure, reliable backup solution designed specifically for MSPs. Protect computers, servers, virtual environments, emails and databases. You choose where the data is stored – backup to local on-prem storage or any of the leading cloud providers to slash your storage costs. Comet grows with your business with scalable per-device pricing. Test drive Comet Backup with a 30-day free trial. Get $50 free credit when you sign up with the promo code ROCKETMSP. Start running backups in 15 minutes or less at cometbackup.com. Comet Backup, the backup solution that MSP’s trust. Comet Backup