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The IT Nation Podcasts

Hear best practices and actionable business advice from fellow members of the community.

Firing Your Customers (1 of 2): Identifying Red Flags of Negative Clients

Do you feel like you and your client are not meeting each other’s expectations? In the first of the two-part series, VP of Operations at Intrust IT Chad Adams and ConnectWise’s Product Marketing Manager Topher Barrow discuss how to identify gaps in communication and how to reassess client relationships.

Chad Adams, VP of Operations at Intrust IT & Topher Barrow, Product Marketing Manager at ConnectWise

08/06/2019

Expanding Your Services and Staying Relevant in The Eyes of Your Customer

Are you contemplating adding security services but not sure how to get started? How do you sell on the value of your services instead of reducing your prices to stay competitive? Karl Bickmore, CEO of Snap Tech IT, explains how his traditional MSP business started offering security services, justifying his costs to his customers, and gives advice for MSPs considering breaking into the security world.

Karl Bickmore, CEO of Snap Tech IT, and Julianne Rose, Product Marketing Manager at ConnectWise

07/05/2019

How to Implement Customer Service Best Practices

In this episode of our Stories from The IT Nation podcast series, Alona Bolotnikova, Chief Perfectionist at Perfecting Service, and Topher Barrow, Product Marketing Manager at ConnectWise, talk about the steps and audits to put in place to measure customer service levels. Learn how to create an immediate improvement in your customer service experience by following the advice outined in this podcast.

Alona Bolotnikova, Chief Perfectionist at Perfecting Service, and Topher Barrow, Product Marketing Manager at ConnectWise

05/31/2019

Customer Service and Customer Experience: Why They’re So Important to Get Right

Customer service is one of the biggest differentiators when choosing between MSPs today, but how do you know whether you’re doing it correctly? In this episode of our Stories from The IT Nation podcast series, Brian Troy, Director of Product Marketing at ConnectWise, and Alona Bolotnikova, Chief Perfectionist at Perfecting Service, discuss the role customer service plays in client retention, how to create a better customer experience, and the risks of not getting customer service right.

Brian Troy, Director of Product Marketing at ConnectWise, and Alona Bolotnikova, Chief Perfectionist at Perfecting Service

03/06/2019

Technology Teams: A Business Model for MSP Success

The strategy and value of technology teams – as well as how they work in real life – is the topic of Episode 5 in the ConnectWise podcast series. Join Brian Troy, Director of Product Marketing at ConnectWise, as he talks with Ben Johnson, CEO and Founder of Liberty Technology, who shares why he implemented a technology team business model and how it has allowed him to better organize, scale and grow his Georgia-based business.

Ben Johnson, CEO and Founder of Liberty Technology & Brian Troy, Director of Product Marketing at ConnectWise

11/02/2018

Think Your Email is Safe? Learn How to Protect You and Your Customers from Phishing Attacks

Email security takes center stage in Episode 4 of the ConnectWise podcast series. Join Greg Surla, Director of Information Security at ConnectWise, and Rahul Iyer, Security and Compliance Officer at The Email Laundry, as they talk about how email phishing has become more sophisticated, why tech teams must care about malicious email attacks on their customers even if they are not providing security services, and ways to dodge illicit phishing emails.

Rahul Iyer, Security and Compliance Officer at The Email Laundry & Greg Surla, Director of Information Security at ConnectWise

10/02/2018

The Secret to Building Effective Teams

One of the best ways to build a truly effective company or team is to ensure that those who join bring with them work habits and personality traits that align with the organization’s culture. In Episode #3 of the ConnectWise podcast series, Brett Cheloff, Vice President of ConnectWise Automate, shares his thoughts and examples about how culture impacts productivity, how to define core values and behavior preferences, and how to use this knowledge to drive the best hiring decisions.

Brett Cheloff, Vice President of ConnectWise Automate

09/12/2018

Attract New Customers and Build Credibility with Inbound Marketing

One oft-overlooked technique for grabbing the attention of potential customers is inbound marketing – a subtle technique that businesses use to entice buyers to come to them. This second episode in our ConnectWise podcast series features a conversation between Reese Ormand, CEO of TechVera, and Sarah Buscaino, Senior Manager Digital Marketing at ConnectWise. Listen in as Reese and Sarah talk about how inbound marketing differs from traditional paid ‘outbound’ marketing and increases a business’s credibility.

Reese Ormand, CEO of TechVera & Sarah Buscaino, Senior Manager Digital Marketing at ConnectWise

07/24/2018

Disaster Preparation

How to Protect Data and Keep Businesses Operating When the Unthinkable Happens

In this inaugural episode of our ConnectWise podcast series, natural and manmade disasters – whether a hurricane, fire, flood or massive power outage – can be devastating for technology teams and their clients who are unable to run their businesses because of lost access to critical data and operating systems. In this episode, Greg Zolkos, CEO of Atlas Professional Services, and Kevin Bahr, Senior Solution Strategist at ConnectWise, talk about why it’s important for technology teams to prepare their customers as well as their own operations for those rare times when a disaster threatens to stop business in its tracks. You’ll learn why a proactive position in regard to disaster preparation and recovery is important, how to approach customers about their own plans, the steps required to ensure disaster planning is thorough and successful if required, and much more.

Greg Zolkos, CEO of Atlas Professional Service & Kevin Bahr, Senior Solution Strategist at ConnectWise

06/28/2018

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