Uncle Marv's IT Business Podcast (Real Talk for IT Pros & MSPs)

Brian Kane, representing Malwarebytes, joins the podcast to discuss the company's new product line, ThreatDown, which replaces their previous business offerings. ThreatDown provides a centralized OneView portal for multi-tenant management and security scoring of client environments. The Security Advisor feature in OneView assigns a security score based on factors like deployment levels, patch status, and integrations with RMM/PSA tools, helping MSPs identify and address security gaps. ThreatDown is available through distribution partners like Pax8, catering to both usage-based and upfront license purchase models based on MSP preferences. Malwarebytes has transitioned from a direct sales model to a channel-focused approach, working closely with partners and distribution to drive business. The company values customer feedback and incorporates it into product development and enhancements.Key Takeaways: ThreatDown is Malwarebytes' new enterprise-class SMB security solutionOneView portal provides centralized multi-tenant management and security scoringSecurity Advisor feature assigns security scores based on deployment, patching, and integrationsAvailable through distribution partners like Pax8, with flexible licensing modelsMalwarebytes has shifted to a channel-focused approach, valuing partner collaboration === Connect with Uncle Marv🌐 Website: https://www.itbusinesspodcast.com/🎙 Host: Marvin Bee🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ☕ Support the show: https://ko-fi.com/itbusinesspodcastIf you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

In this insightful episode, Ken Patterson, formerly of Pax8, joins Uncle Marv to discuss his new role at Todyl and his vision for building a true community for MSPs. Ken shares his passion for helping MSPs mature and succeed, emphasizing the importance of education over hard selling. He advocates for a more prescriptive approach, akin to doctors, where MSPs diagnose clients' needs and prescribe tailored solutions rather than pushing products. Ken stresses the need for MSPs to "drink their own champagne" by using the same solutions they recommend to clients, fostering deeper understanding and credibility. He also highlights the importance of educating clients on business solutions beyond just technology, positioning MSPs as trusted advisors. The conversation touches on Ken's fond memories at Pax8, the company's remarkable growth, and the warm welcome he received at their event, PAX8 Beyond. Ken expresses excitement about his new role at Todyl and his vision for building a robust community platform where MSPs can connect, share insights, and feel heard. Key Takeaways: Importance of building a true community for MSPsMSPs should use the same solutions they recommend ("drink their own champagne")Educate clients on business solutions beyond just technologyMove away from hard-selling tactics towards a more prescriptive approachFoster a sense of belonging and being heard in the MSP community === Connect with Uncle Marv🌐 Website: https://www.itbusinesspodcast.com/🎙 Host: Marvin Bee🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ☕ Support the show: https://ko-fi.com/itbusinesspodcastIf you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

Tim Golden, co-founder of Compliance Scorecard, joins Uncle Marv to discuss the latest version 5.0 release of their governance-as-a-service platform. The new release introduces several compliance-focused features to help MSPs better manage risks and compliance requirements for their clients. One of the key new features is the risk register, which allows MSPs to identify and track areas of risk for their clients. MSPs can essentially build an "Amazon shopping cart" of risks, quote them, and work with clients to either mitigate or accept those risks. This provides a structured way to have risk conversations and maintain defensibility over time. Another notable feature is the POAM (plan of actions and milestones), which provides a framework for planning actions, assigning responsibilities, setting timelines, and tracking costs associated with addressing identified risks. This helps MSPs streamline the risk mitigation process and project management. Compliance Scorecard is designed to help MSPs navigate the complexities of compliance, cybersecurity readiness assessments, and risk management conversations with their customers. Tim highlights their peer group and educational resources as key differentiators, enabling MSPs to learn best practices and processes for compliance and risk management. Key Takeaways: Compliance Scorecard version 5.0 introduces risk register and POAM featuresRisk register allows tracking and quoting risks for clientsPOAM provides structured planning for risk mitigation actionsPlatform helps MSPs have risk conversations and manage compliancePeer group and educational resources differentiate the offering === Connect with Uncle Marv🌐 Website: https://www.itbusinesspodcast.com/🎙 Host: Marvin Bee🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ☕ Support the show: https://ko-fi.com/itbusinesspodcastIf you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

Michelle Ragusa-McBain, Global Channel Chief at SonicWALL, joins Uncle Marv at PAX 8 Beyond 24 to discuss the company's recent developments and partner-focused initiatives.SonicWALL's Acquisition of Solutions GrantedMichelle shares insights into SonicWALL's acquisition of Solutions Granted, a managed security services provider. The acquisition allows SonicWALL to integrate Solutions Granted's offerings into their Secure First program, providing partners with a comprehensive security solution that includes managed detection and response (MDR), endpoint detection and response (EDR), and security operations center (SOC) as a service.Improving Partner ExperienceSonicWALL is committed to listening to partner feedback and taking swift action to improve processes. Michelle highlights the company's efforts to streamline the deal registration process based on partner survey responses, making it easier for partners to do business with SonicWALL.New Customer Deal RateTo incentivize partners and attract new customers, SonicWALL has introduced a new customer deal rate, offering a 50% discount for partners bringing new customers to the company. This initiative aims to support partner growth and success.Michelle's Globetrotting AdventuresIn addition to business updates, Michelle shares her passion for travel, recounting her recent family vacation to Europe, including stops in England, Amsterdam, Belgium, and Paris. She also reveals her upcoming three-week safari adventure in Africa, spanning five countries and including the wildebeest migration in the Serengeti.Key TakeawaysSonicWALL is integrating Solutions Granted's managed security services into their Secure First program.The company is improving processes like deal registration based on partner feedback.SonicWALL introduced a new customer deal rate, offering a 50% discount for new customers.Michelle Ragusa-McBain is an avid traveler, recently visiting Europe and planning a safari in Africa. === Connect with Uncle Marv🌐 Website: https://www.itbusinesspodcast.com/🎙 Host: Marvin Bee🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ☕ Support the show: https://ko-fi.com/itbusinesspodcastIf you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

Episode Sponsor: Thread (www.getthread.com)=== Adam Anderson, co-founder of Threat Captain, joins the podcast to discuss his company's mission and its participation in the PitchIT accelerator program. Threat Captain is a cybersecurity leadership development company dedicated to bridging the gap between executive leadership and security teams through strategic alignment and informed decision-making.The company has developed a financial risk platform that helps people understand and communicate the financial impact of cybercrime. This platform is designed to facilitate better conversations between technology providers and their customers by graphically showing the likelihood and potential financial impact of a cyber breach based on the customer's security controls.Threat Captain's software platform is a SaaS tool that runs simulations on cyber threats and impacts, providing reports for MSPs to share with their customers during QBRs or for prospecting. It leverages data feeds from the MITRE ATT&CK framework and the Verizon Data Impact Report to assess the likelihood and potential financial costs of a breach based on the customer's security posture.While initially targeting the insurance industry, Threat Captain pivoted to focus on the MSP market, recognizing the need for transparency and data-driven insights to sell cybersecurity services effectively. The company is currently in its first eight months and is actively seeking integrations with various MSP software products to enhance its platform's capabilities.Threat Captain's participation in the PitchIT accelerator program aims to gain valuable feedback from potential customers and industry experts, ensuring they build the best possible product from the outset.Key TakeawaysThreat Captain provides a financial risk platform to help communicate the financial impact of cybercrime.The platform assesses the likelihood and potential financial costs of a cyber breach based on a customer's security controls.Threat Captain's software runs simulations and provides reports for MSPs to share with customers.The company leverages data from the MITRE ATT&CK framework and Verizon Data Impact Report.Threat Captain is actively seeking integrations with various MSP software products.Participation in the PitchIT accelerator program aims to gather feedback and insights for product development.Links from the showWebsite: https://threatcaptain.com/ === Connect with Uncle Marv🌐 Website: https://www.itbusinesspodcast.com/🎙 Host: Marvin Bee🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ☕ Support the show: https://ko-fi.com/itbusinesspodcastIf you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

Episode Sponsor: Thread (www.getthread.com)=== Larry Meador, the Channel Chief at Infima, joins the IT Business Podcast to discuss Infima's cybersecurity platform, which offers fully automated security awareness training and phishing simulations tailored for managed service providers (MSPs) and their clients.Infima's platform is built on behavioral science principles, designed to help users retain information and change their reflexes when encountering potential phishing threats. The platform is optimized for MSPs, with a three-click client onboarding process and automated user synchronization using the Microsoft Graph API, eliminating the need for domain allow listing or manual user management.Once onboarded, Infima's platform is fully managed, handling user synchronization, reporting, and generating security awareness training policies to satisfy cyber insurance requirements. MSPs can receive aggregate reports on their clients' performance, allowing them to identify and focus on users who may need additional training.When a user falls for a phishing simulation, Infima provides immediate feedback and a personalized follow-up 24 hours later, reinforcing the teachable moment and helping users learn from their mistakes.Infima integrates with various MSP tools, including ConnectWise, Autotask Billing, Lifecycle Insights (now part of ScalePad), and Acronis, with more integrations in the works. MSPs praise Infima for the time savings and worry-free experience it provides, eliminating the need for manual configuration and maintenance.Infima offers a unique value proposition with no contracts, a pay-per-use model, and free NFRs (not for resale) licenses for MSPs to use the platform for their own staff, ensuring they understand the client experience.Larry emphasizes Infima's commitment to building true partnerships and friendships with MSPs, going beyond a transactional vendor-partner relationship.Key TakeawaysInfima's security awareness training is based on behavioral science principles to help users retain information and change reflexes.The platform is optimized for MSPs, with three-click client onboarding and automated user synchronization.Infima's platform is fully managed, handling reporting, user synchronization, and cyber insurance policy generation.Immediate and personalized feedback is provided when users fall for phishing simulations.Infima integrates with various MSP tools and has a no-contract, pay-per-use model with free NFRs for MSPs.Infima focuses on building true partnerships and friendships with MSPs.Links from the showWebsite: https://infimasec.com/ === Connect with Uncle Marv🌐 Website: https://www.itbusinesspodcast.com/🎙 Host: Marvin Bee🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ☕ Support the show: https://ko-fi.com/itbusinesspodcastIf you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

Episode Sponsor: Thread (www.getthread.com)=== Mark Lamb, the founder and CEO of HighGround.io, joins the podcast to discuss his cybersecurity platform designed for IT service providers. HighGround.io is a cybersecurity sales tool that helps MSPs communicate their clients' technology spend, cybersecurity posture, and resilience in a visually appealing and understandable manner.[1]The platform integrates with PSA tools like ConnectWise Manage to pull down a client's spend data with the MSP. It then maps this spend across various technology areas, such as support, cybersecurity, backup, Office 365, and connectivity. This visual representation allows clients to understand where their money is being allocated.[1]HighGround.io also enables MSPs to quickly assess their clients' cybersecurity posture and resilience. It provides three primary metrics: the cyber score (a universal metric of security posture), the resilience score (readiness to respond and recover from a cyber attack), and a visual mapping of these scores against the NIST Cybersecurity Framework.[1]Mark emphasizes that while KPIs are useful, they don't fully explain the breadth of security. By mapping the scores to the NIST framework, clients can easily identify their strengths and weaknesses across different security domains, such as protection, detection, and recovery.[1]HighGround.io is designed for ongoing use with existing clients, as cybersecurity is a continuous agenda item in MSP-client relationships. It facilitates holistic discussions about security while considering other IT services and challenges.[1]Mark shares his background as an MSP in Scotland, where he experienced firsthand the challenges of selling cybersecurity solutions to clients. Despite building a robust security stack, clients were reluctant to purchase it, leading Mark to investigate the root cause – a lack of understanding and complexity.[1]He emphasizes that HighGround.io addresses the sales problem that other vendors have failed to solve effectively. Unlike traditional risk assessments, which often result in clients only skimming the executive summary, HighGround.io aims to revolutionize the way MSPs communicate security posture and needs to clients.[1]Key TakeawaysHighGround.io is a cybersecurity sales tool for MSPs to visually represent clients' technology spend, cybersecurity posture, and resilience.It provides metrics like the cyber score, resilience score, and NIST framework mapping to communicate security posture effectively.The platform integrates with PSA tools and is designed for ongoing use with existing clients.Mark Lamb created HighGround.io based on his experience as an MSP, addressing the challenges of selling cybersecurity solutions.HighGround.io aims to revolutionize how MSPs communicate security needs to clients, moving away from traditional risk assessments.Links from the showWebsite: https://www.highground.io === Connect with Uncle Marv🌐 Website: https://www.itbusinesspodcast.com/🎙 Host: Marvin Bee🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ☕ Support the show: https://ko-fi.com/itbusinesspodcastIf you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

Episode Sponsor: Thread (www.getthread.com)=== Aportio Technologies is an IT service management startup that offers an AI-powered email and alert management plugin called Inbox Agent. The plugin is designed to help service desk agents work more efficiently by automating mundane tasks, categorizing requests, prioritizing them, and pre-assigning actions based on predefined rules.The idea behind Aportio stemmed from Scott Green's experience as the CEO of an MSP, where he witnessed the challenges faced by service desk agents. He realized that by automating repetitive tasks, agents could have more time to focus on providing exceptional customer service, akin to "singing" to customers.Inbox Agent is unique in several ways:It is specifically designed for Managed Service Providers (MSPs) and integrates with popular Professional Services Automation (PSA) tools.It handles both user emails and system-generated alerts, ensuring a comprehensive solution.Its pre-trained AI model has a high degree of accuracy in categorizing requests out of the box.The AI-based categorization enables the creation of automated actions to solve problems faster and more efficiently.It can handle simple to complex use cases, making it a versatile solution.Aportio's origins lie in Scott Green's extensive experience in the MSP industry, spanning over 40 years. He recognized the need for innovation and decided to create a solution that addresses the challenges faced by service desk agents.While Aportio is a relatively new player in the US market, having started in New Zealand and Australia, its proven track record and scalable architecture make it a compelling choice for MSPs seeking to streamline their service desk operations.Key TakeawaysAportio's Inbox Agent automates mundane tasks for service desk agents, freeing up their time for better customer service.The AI-powered plugin categorizes requests, prioritizes them, and pre-assigns actions based on predefined rules.Inbox Agent is designed specifically for MSPs and integrates with popular PSA tools.Aportio's solution is proven, secure, and scalable, with a presence in multiple AWS regions.The company's origins stem from the founder's extensive experience in the MSP industry.Links from the showWebsite: https://www.aportio.com/ === Connect with Uncle Marv🌐 Website: https://www.itbusinesspodcast.com/🎙 Host: Marvin Bee🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ☕ Support the show: https://ko-fi.com/itbusinesspodcastIf you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

Episode Sponsor: Thread (www.getthread.com)=== ComplianceAid is an AI-driven, multilingual cybersecurity compliance platform designed to assist MSPs in offering compliance services to their clients. The platform utilizes a team of AI agents that act as virtual auditors, reading and aligning clients' existing documentation with compliance controls and generating context-enriched policies and procedures.The founders highlight the platform's ability to save time and resources for MSPs by automating the compliance assessment process. Instead of relying on expensive human auditors, ComplianceAid's AI auditors can assess compliance for all clients within a short timeframe, enabling MSPs to offer compliance services at a profitable rate.ComplianceAid offers flexibility in its service delivery model, allowing MSPs to either use the platform directly or have ComplianceAid handle the entire compliance assessment process. The platform supports various compliance frameworks, including NIST Cybersecurity Framework, HIPAA, and HITRUST, and can integrate with other systems through APIs or copy-paste functionality.The founders emphasize the platform's agility in adapting to new generative AI technologies and its multimodal capabilities, enabling it to understand and interpret graphs and images within documents.Key Takeaways: ComplianceAid offers an AI-driven cybersecurity compliance platform for MSPs.The platform automates compliance documentation generation and assessment processes.It saves time and resources by replacing or augmenting human auditors with AI auditors.MSPs can offer compliance services to all clients cost-effectively using ComplianceAid.The platform supports various compliance frameworks and can integrate with other systems.Links from the showWebsite: https://www.thecomplianceaide.com/ === Connect with Uncle Marv🌐 Website: https://www.itbusinesspodcast.com/🎙 Host: Marvin Bee🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ☕ Support the show: https://ko-fi.com/itbusinesspodcastIf you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

Jeff provides an update on the progress of integrating ConnectWise products into the ASIO unified platform. The next wave involves bringing the PSA, CPQ, BrightGauge, ITBoost, SIM, and MDR into ASIO, with a target timeline of Q3 or early Q4. This integration will enable a single ticketing system across all products, streamlining operations for partners.With a unified data layer, ConnectWise can create AI models that span multiple products and services. This allows for cross-product recommendations and insights, leveraging data from CPQ, PSA, RMM, and BrightGauge. Jeff acknowledges the fortuitous timing of their preparations aligning with the recent advancements in generative AI.Jeff addresses the recently announced Secure360 product and the ability to integrate third-party cloud and security products into ASIO. The vendor integration program ensures secure integrations by conducting security posture checks. Over 15-20 vendors are already integrated, with expectations for rapid growth in the coming months.Jeff clarifies that the ASIO agent, used for RMM, vulnerability management, and RPA, is also the agent for Secure360, dispelling confusion about needing separate agents. He explains the vendor onboarding process through the vendor program, which involves understanding the vendor's goals, marketing needs, and potential API requirements.Key Takeaways:ConnectWise is integrating its core products into the ASIO unified platform for streamlined operations.A unified data layer enables AI models spanning multiple products for cross-product insights.Secure360 allows integration of third-party cloud and security products into ASIO.The vendor program ensures secure integrations and facilitates vendor onboarding.The ASIO agent is a universal agent for various ConnectWise products and services. === Connect with Uncle Marv🌐 Website: https://www.itbusinesspodcast.com/🎙 Host: Marvin Bee🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ☕ Support the show: https://ko-fi.com/itbusinesspodcastIf you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

Matt Lee, known as the "most ethical hacker," joins the podcast to discuss the latest trends in cybersecurity. He shares insights on passwordless authentication using pass keys and FIDO protocols, which eliminate the risk of stolen passwords. Biometrics are also becoming more prevalent, combining factors like facial recognition, fingerprints, and behavioral patterns for stronger authentication. Matt previews some of the sessions he'll be leading at the upcoming Pax8 Beyond event, including a "wrong answers only" panel discussing controversial security topics in a lighthearted way. He emphasizes the importance of raising cybersecurity standards and continuous learning in the industry. In the second interview, Bobby Jacobs from Thread provides updates on their service experience platform since winning the PitchIT Accelerator program. They've rebranded their AI as "Magic AI" and released new features like the Planner for dispatchers, with a JIRA-like interface for scheduling tickets. Upcoming integrations include Time Zest for scheduling and Roost. Bobby discusses Thread's focus on providing a secure support experience through authenticated chat platforms like Teams and Slack. He also shares insights into the Pitch It Accelerator community and the coaching process for this year's participants.Key Takeaways: Passwordless authentication and biometrics are the future of cybersecurityContinuous learning and raising security standards are crucial in the industryThread's service experience platform is expanding with new features and integrationsThe PitchIT Accelerator fosters a supportive community for startups in the MSP spaceEpisode Sponsor: Thread (www.getthread.com) === Connect with Uncle Marv🌐 Website: https://www.itbusinesspodcast.com/🎙 Host: Marvin Bee🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ☕ Support the show: https://ko-fi.com/itbusinesspodcastIf you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

Tim, a combat veteran who has served four tours and spent over five years in war zones, discusses how K9 for Warriors has transformed his life by pairing him with his service dog, Coop. He explains that the organization takes veterans who have become introverted and pairs them with rescued shelter dogs trained to provide companionship and help them reintegrate into society. The application process involves getting a recommendation from a counselor or doctor, detailing how a service animal could benefit the veteran's specific needs. K9 for Warriors then carefully matches the veteran with a suitable dog based on their requirements. Tim highlights the unique story of Coop, who was previously paired with another veteran but had to be re-qualified before being matched with Tim. Tim emphasizes the extensive training the dogs undergo, including real-world exposure to different environments and situations. He describes the 21-day training camp where veterans are introduced to their service dogs and learn to work together. The transition from being alone to having a loyal companion has been life-changing for Tim, providing emotional support and reducing anxiety. Key Takeaways: K9 for Warriors rescues shelter dogs and trains them as service companions for veterans with PTSD, TBI, or MST.The application process involves getting a doctor's recommendation and detailing specific needs.Service dogs undergo extensive training, including real-world exposure and a 21-day training camp with veterans.Service dogs provide companionship, emotional support, and help veterans reintegrate into society.The transition from being alone to having a service dog has been life-changing for many veterans.Links from the show:Website: https://k9sforwarriors.org/ === Connect with Uncle Marv🌐 Website: https://www.itbusinesspodcast.com/🎙 Host: Marvin Bee🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ☕ Support the show: https://ko-fi.com/itbusinesspodcastIf you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

Gregg Lalle recently transitioned from leading the international sales teams at ConnectWise to becoming the General Manager of IT Nation. In this role, he aims to make IT Nation more inclusive by welcoming non-ConnectWise partners and vendors to the community. His focus is on growth, business efficiency, leadership development, and promoting health and well-being for managed service providers (MSPs). Gregg plans to bring a global perspective to IT Nation, drawing from his experiences working with partners in Europe, Australia, and New Zealand. He wants to create a "community of communities" by collaborating with other industry groups. For upcoming IT Nation events like Connect, Gregg intends to bring in diverse speakers and experiences to excite attendees from various backgrounds. Key Takeaways: IT Nation aims to be more inclusive of non-ConnectWise vendors and partnersGrowth, business efficiency, and health/well-being are key focus areas for MSPsIT Nation is expanding globally, with strong communities in Europe, Australia, and New ZealandGregg Lalle brings a global perspective from his international sales experienceUpcoming IT Nation events will feature diverse speakers and experiences === Connect with Uncle Marv🌐 Website: https://www.itbusinesspodcast.com/🎙 Host: Marvin Bee🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ☕ Support the show: https://ko-fi.com/itbusinesspodcastIf you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

Andre Gilmore leads the IT Nation Evolve peer groups (formerly HTG peer groups acquired by ConnectWise in 2018) aimed at accelerating the growth of MSP partners. The peer groups are unique in their emphasis on both personal and professional development, creating an environment of closeness and trust where members can have honest discussions and "refuse to let each other fail." The groups meet quarterly for two-day in-person sessions with ample social activities to build strong relationships. Each member presents their business metrics, goals, successes, and challenges, and the group acts as a "board of directors" providing advice and accountability. A key aspect is that members define their own measures of success, which could be financial goals or personal priorities like more family time. The peer group framework includes reviewing four plans (legacy, business, life, leadership) and a member performance dashboard with benchmarking data. While a general agenda guides the meetings, facilitators have discretion to prioritize struggling members and even bring in the group for on-site support if needed. The real cost is the significant time commitment, which motivates members to maximize the value. Key Takeaways IT Nation Evolve peer groups focus on personal + professional growth through trusted relationshipsQuarterly 2-day in-person meetings with social activities to build strong bondsMembers define own success goals and hold each other accountableReview business metrics, get peer advice/board of directors perspectiveFacilitators can prioritize struggling members, even bring in on-site supportSignificant time commitment is real cost, driving engagementLinks from the ShowWebsite: https://www.connectwise.com/theitnation/evolve/peer-groups === Connect with Uncle Marv🌐 Website: https://www.itbusinesspodcast.com/🎙 Host: Marvin Bee🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ☕ Support the show: https://ko-fi.com/itbusinesspodcastIf you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

Uncle Marv kicks off the episode by introducing Peter Kujawa from Service Leadership, a ConnectWise company that benchmarks MSPs and other tech service providers on their financial and operational performance. Peter explains that Service Leadership has been collecting quarterly data from companies worldwide for 19 years to determine best-in-class metrics that drive success . He shares how benchmarking was a game-changer for the struggling MSP he was running, instantly revealing areas to improve like product margins. By implementing best practices, Peter turned it into a $17 million business . Uncle Marv is amazed at the level of detail in the benchmarking, with over 80 KPIs compared against the top 25% most profitable peers . Peter discusses Service Leadership's annual compensation report, providing salary data on 60 positions to help MSPs attract and retain talent . He also talks about his journey from being a lawyer to the tech world, running businesses in various industries before joining the MSP space during its early "Wild West" days . Key Takeaways: Service Leadership benchmarks MSPs worldwide on finances and operations to identify best practicesBenchmarking revealed areas to improve for Peter's former MSP, transforming it into a $17M businessThe compensation report provides detailed salary data to help MSPs with hiring and retentionPeter transitioned from law to business, running companies across multiple industries === Connect with Uncle Marv🌐 Website: https://www.itbusinesspodcast.com/🎙 Host: Marvin Bee🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ☕ Support the show: https://ko-fi.com/itbusinesspodcastIf you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

Hey folks, Uncle Marv here, coming to you live from IT Nation Secure in Orlando, Florida! In this episode, I had the pleasure of chatting with Raffael Marty, or Raffy as he's known, from ConnectWise. Raffy is the Vice President of Cybersecurity and has been with ConnectWise for three years. We dive deep into the world of cybersecurity, especially focusing on the MSP space. Rafi shares his journey from enterprise security to MSPs and highlights the subtle yet significant differences between the two. We discuss the importance of seamless product integration and automation in the MSP world. Raffy explains how ConnectWise is helping MSPs not only protect their clients but also grow their businesses through their Partner Program and various marketing initiatives. We also touch on the challenges of automating security responses and the balance between reducing false positives and maintaining effective security measures. One of the most exciting parts of our conversation is about the future of cybersecurity, including the role of AI and the emerging threat of deep fakes. Rafi shares some upcoming announcements from ConnectWise, including their new Security 360 capability, which aims to provide a unified dashboard view of security data from both ConnectWise and third-party products. This episode is packed with valuable insights for anyone in the IT and cybersecurity fields. Don't miss it!Key Takeaways: Raffael Marty’s Role: Raffael Marty, Vice President of Cybersecurity at ConnectWise, shares his journey from enterprise security to the MSP world.MSP vs. Enterprise Security: Discussion on the differences and similarities between enterprise security and MSP security.Product Integration and Automation: Importance of seamless integration and automation in MSP security products.ConnectWise Partner Program: How ConnectWise supports MSPs in growing their businesses through marketing and co-selling initiatives.Security 360: Introduction of ConnectWise’s new Security 360 capability for a unified security dashboard.AI and Deep Fakes: The impact of AI on cybersecurity and the emerging threat of deep fakes.Future of Cybersecurity: Insights into the evolving landscape of cybersecurity and the importance of staying updated with the latest technologies. === Connect with Uncle Marv🌐 Website: https://www.itbusinesspodcast.com/🎙 Host: Marvin Bee🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ☕ Support the show: https://ko-fi.com/itbusinesspodcastIf you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

The episode kicks off with Uncle Marv providing updates on his recent trip to IT Nation Secure and the new podcast sponsor, TruGrid. He then welcomes Jason and Rachel Miller to discuss what makes a successful MSP. The Millers share their experience of renovating their new office building, which was previously the Johnson City Chamber of Commerce building. They discuss the challenges they faced, including dealing with outdated features like parquet flooring and asbestos. A significant turning point for their business was the decision to shed their residential customer base and focus solely on business clients. This shift allowed them to streamline their operations and adopt a more specialized approach tailored to the needs of commercial clients. When it comes to financial management, the Millers take a pragmatic approach. While they don't strictly follow methodologies like Profit First, Rachel employs her accounting background to maintain a pulse on the business's financial health. Their focus is on retaining customers and ensuring high levels of satisfaction, rather than rigidly adhering to KPIs or billable hour targets.Key Takeaways: Transitioning from residential to business clients was a pivotal moment for the Millers' MSP.Renovating an old building presented unique challenges but allowed them to create a customized office space.Customer satisfaction and retention are prioritized over strict adherence to KPIs or billable hour targets.Rachel's accounting background plays a crucial role in the financial management of the business.Links from the show:Tennessee Man Attempts to Enroll at High School to Pursue Minor: https://tinyurl.com/3ytt3hfnNaked Florida Man Crashes into Jail: https://tinyurl.com/2jphsc5t === Connect with Uncle Marv🌐 Website: https://www.itbusinesspodcast.com/🎙 Host: Marvin Bee🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ☕ Support the show: https://ko-fi.com/itbusinesspodcastIf you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

Uncle Marv here with the scoop from the SuperOps Super Summit. This was a tweener episode, recorded between conferences to give you the inside scoop. First up, I caught up with Arvind, the big boss at SuperOps. He filled me in on the Summit being their 7th event, with a focus on MSP education and networking rather than sales pitches. Arvind shared how SuperOps has grown from an unknown to a recognized brand in the last 18 months, thanks to their great product and making themselves available to the MSP community. Next, I grabbed Damo, the VP of Products. This guy has been building enterprise software for 20 years, but he really digs working on products that contribute to real people's growth and success. Damo encouraged listeners to join the SuperOps community to experience the full value beyond just the product. Then I had a chat with Chris Cool, who recently joined SuperOps after being impressed by their technology and people. Chris shared his journey from the copier world to IT consulting, initially outsourcing everything before deciding to bring it all under one roof with SuperOps. Finally, I connected with Juan Fernandez, the SuperOps Channel Chief. Unfortunately, you'll have to wait for that interview in the next episode!Key TakeawaysSuperOps focuses on providing an exceptional experience for MSPs, not just a productTheir events prioritize MSP education and networking over sales pitchesThe company has grown rapidly by making themselves available to the MSP communityNew customers like Chris Cool are drawn by SuperOps' technology and peopleLinks from the Show:Super Summit Website: https://supersummit.com/The MSP Owner's Handbook: https://amzn.to/4c4rnSaLead It Like Lasso: https://amzn.to/3KmUbtcThe Pumpkin Plan for Managed Service Providers: https://amzn.to/3R5L57V === Connect with Uncle Marv🌐 Website: https://www.itbusinesspodcast.com/🎙 Host: Marvin Bee🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ☕ Support the show: https://ko-fi.com/itbusinesspodcastIf you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

ASCII was founded in the early 1980s when Alan Weinberger recognized that independent computer dealers and service providers were the smartest people in the industry, acting as trusted advisors to clients. Over 40 years later, that core vision remains - ASCII elevates managed service providers (MSPs) by leveraging the collective power of over 1,300 members and 10,000 employees across North America. The community provides immense value through group purchasing discounts, educational resources, networking opportunities, and the ability to subcontract work across geographies. Members drive new programs and initiatives through the advisory board, such as the popular SPARC peer groups where MSPs openly discuss business challenges. Looking ahead, ASCII is enhancing its global presence with instant translation capabilities, allowing members worldwide to collaborate seamlessly. The fundamental mission endures - empowering independent IT businesses by giving them a powerful collective voice while remaining vendor-neutral.Key TakeawaysASCII celebrates 40 years as the oldest, largest independent IT communityProvides collective bargaining power, education, and networking for MSPsMembers drive new programs through advisory board and peer groupsExpanding global reach with instant translation for international collaborationRemains vendor-neutral, elevating independent IT businesses as trusted advisorsAlan Weinberger: Founder, CEO and Chairman of The ASCII Group Inc. - https://www.ascii.com/Proud of the personal relationships and trust built between ASCII members over 40 yearsSees ASCII's bottom-up approach, driven by member ideas through the advisory board, as a key differentiator from vendorsPlans to enhance global presence with instant translation for international collaborationUses analogies to elevate the importance of MSPs, drawing parallels to doctors, pilots, etc.Believes the public undervalues MSPs compared to regulated professions like medicineAlysia Vetter: Vice President of Marketing at The ASCII Group Inc.Proud of the nurturing environment and team assembled by Alan at ASCIIAppreciates having full access to membership to understand their pain pointsHighlights Alan's role in creating a "beautiful community" for members and staff over 4 decadesDavid Stinner: Founder & President at US itek, MSP Workforce - https://www.usitek.com/Sits on the ASCII advisory board to provide input on new programs, vendors, and educational topicsInvolved in launching the ASCII SPARC peer group program, which allows MSPs to openly discuss business challengesLeveraged relationships built through ASCII to get a major client opportunity by gathering video testimonialsValues the relationships and trust factor within the ASCII community === Connect with Uncle Marv🌐 Website: https://www.itbusinesspodcast.com/🎙 Host: Marvin Bee🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ☕ Support the show: https://ko-fi.com/itbusinesspodcastIf you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

Revisiting Strategic Marketing PlanningWe kick things off by revisiting the concept of having a strategic marketing plan before executing tactics. Tim explains that most businesses get the sequencing wrong - you need to define your target market and ideal clients first, then identify where they are and what messaging will resonate with them. This "fuel" informs the marketing "vehicles" or tactics you'll use. Tim outlines his three power questions to identify ideal clients: who do you love working with, who are your most profitable clients (based on gross profit, not just revenue), and which clients are you getting the best results for? Clients that check all three boxes are your sweet spot to target.Defining Your Target MarketFrom there, Tim walks through a process for defining your target market: Analyze the demographics of your ideal clients - industries, roles/titles, company sizes, etc.Dig into the psychographics - their pain points, goals, aspirations, and the results they want.Evaluate if the market is viable by looking at size, buying power, accessibility, and growth potential.As you go through this exercise, smaller sub-groups or niches will emerge that you can focus your marketing efforts on more effectively.Researching Where Your Ideal Clients CongregateThe final piece is understanding where your ideal clients get information and spend time online/offline. Tim recommends using AI tools like Perplexity to research things like: Influencers they followYouTube channels they watchPodcasts they listen toSocial media groups they're inForums and online communitiesEmail lists they subscribe toAssociations, trade shows, and events they attendThis creates a roadmap of all the places you can get in front of your target audience through marketing activities and strategic partnerships. Key Takeaways: Define your ideal clients before executing marketing tacticsAsk: Who do you love working with, who's most profitable, and who get the best results for?Analyze demographics, psychographics, and market viability to identify your targetUse AI to research where your ideal clients congregate online and offlineFocus your marketing efforts on the channels/platforms your target audience usesLinks from the show:Rialto Marketing website: https://www.rialtomarketing.com/AI-powered conversational search engine: https://www.perplexity.ai/81-Year-Old California Man was a slingshot terrorist for 10 years: https://tinyurl.com/yc2yj249Florida Woman jumps from Naples pier after sex to escape police: https://tinyurl.com/bdzazuswFlorida Mom Offers man sex with her 10-year-old daughter for $5: https://tinyurl.com/2ambnhswFlorida Man Goes Viral on Wheel of Fortune: https://tinyurl.com/yrucnve6 === Connect with Uncle Marv🌐 Website: https://www.itbusinesspodcast.com/🎙 Host: Marvin Bee🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ☕ Support the show: https://ko-fi.com/itbusinesspodcastIf you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

Catching Up with Rob RaeRob reflects on his first year at Pax8, describing the experience as intense but rewarding. He's impressed by the company's commitment to the MSP channel and the executive team's vision. Pax8 has rapidly expanded to 39 countries with 5,000 partners, giving Rob opportunities to visit places like Lithuania and witness the global MSP community firsthand.Pax8 Beyond 2024 Preview The upcoming Pax8 Beyond conference (June 9-11 in Denver) promises new innovations, education tracks for different MSP roles, and community networking. Rob emphasizes the value of vendor user conferences for MSPs to see where their investments are going and ensure alignment with the vendor's roadmap.The conference will feature five persona-based tracks, including a business growth track. While some attendees may take breaks, Rob aims to deliver compelling content that attracts engagement. He's excited to have new CEO Scott Massey, a tech-focused leader, involved in shaping the product roadmap and support experience.Pax8's Global Footprint and FutureIn October 2024, Pax8 will host its first European user conference in Berlin, designed to provide equal value to MSPs worldwide. As Pax8 continues its rapid international expansion, Rob is enthusiastic about the global MSP community's growth potential.Key Takeaways:Pax8 is rapidly expanding globally, now with 5,000 partners in 39 countriesThe Pax8 Beyond 2024 conference will feature new innovations, education tracks, and networking opportunitiesVendor user conferences allow MSPs to validate their investments and align with the vendor's roadmapPax8 will host its first European user conference in Berlin in October 2024The company's tech-focused leadership aims to deliver strong products and support for MSPs worldwideLinks from the show: Pax8 Beyond 2024: https://www.pax8beyond.com === Connect with Uncle Marv🌐 Website: https://www.itbusinesspodcast.com/🎙 Host: Marvin Bee🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ☕ Support the show: https://ko-fi.com/itbusinesspodcastIf you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

N-able RMM RantFor two straight days, my RMM provider N-Able has been experiencing an SSO issue, preventing me from logging in or properly accessing client devices and endpoints. While I had alternate methods to connect with clients, it was still incredibly frustrating, especially for those who solely rely on the RMM for remote support. I empathize with those who were unable to work due to this issue. Every vendor experiences problems, but it's crucial how they respond and resolve it. I'm not happy it's gone unresolved for two days, but we'll see what happens tomorrow.Health and Wellness in the Tech Industry Ron attended the MSP Geek conference, which had a refreshing focus on health and wellness for those in the tech industry. Sessions covered topics like meditation, mindfulness, and avoiding burnout – aspects often overlooked in our field. It's an important discussion as we tend to neglect our well-being. Upcoming Hire and Cybersecurity FocusRon is excited to welcome a new team member starting on June 3rd after her month-long break. She'll be focusing on cybersecurity, having studied business with a cybersecurity concentration. It'll be great to have that expertise on board, especially as clients increasingly prioritize cybersecurity.Key TakeawaysHave backup remote access methods for clients beyond your primary RMMThe tech industry needs to prioritize mental and physical health Cybersecurity is becoming a crucial focus for MSPsLinks from the showFlorida Man Documents History of Landmark Computers: https://tinyurl.com/3rzdj4zyFlorida Man Sues Apple for Culture of Dumpster Diving: https://tinyurl.com/5ecyevf7Florida Kid Called 911 over PlayStation Outage: https://tinyurl.com/37ubvs8uFlorida Man buys $140,000 Porsche with Check Printed at Home: https://tinyurl.com/5x9pdpydFlorida Man Arrested in $800,000 Cryptocurrency Theft Scheme: https://tinyurl.com/4hab9my2 === Connect with Uncle Marv🌐 Website: https://www.itbusinesspodcast.com/🎙 Host: Marvin Bee🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ☕ Support the show: https://ko-fi.com/itbusinesspodcastIf you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

Nadir explains that his primary focus is understanding customer needs and ensuring that Kaseya's product roadmaps address those needs. He emphasizes the importance of building a cohesive ecosystem where different modules work together seamlessly. One of Nadir's key initiatives is the IT Glue Copilot, which leverages AI to automate documentation management tasks. This includes creating, curating, and making documentation more accessible to users. The Copilot suggests related items based on machine learning algorithms trained on individual customer data. Nadir stresses that Kaseya is taking a judicious approach to AI integration, focusing on delivering tangible outcomes rather than simply slapping an "AI" label on existing features. He highlights the importance of building a culture around documentation within organizations. Key Takeaways:Kaseya is integrating AI to enhance documentation management and accessibility.The IT Glue Copilot suggests related items based on machine learning algorithms.Kaseya's approach to AI is focused on delivering tangible outcomes for customers.Building a culture around documentation is crucial for effective knowledge sharing.Links from the show:IT Glue Copilot: https://www.itglue.com/copilot/ === Connect with Uncle Marv🌐 Website: https://www.itbusinesspodcast.com/🎙 Host: Marvin Bee🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ☕ Support the show: https://ko-fi.com/itbusinesspodcastIf you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

Marv explains that Kaseya had been inviting him to visit their offices for several months, and he finally accepted their invitation. He clarifies that he was not acquired by Kaseya and that his MSP business and podcast will continue as usual. During the visit, Marv had open and honest discussions with Kaseya representatives. He expressed his experiences with their products and acknowledged both positive and negative feedback from the community. Kaseya provided presentations on their IT Complete platform, security solutions, and network management offerings. Marv highlights Kaseya's recent pricing announcement for Kaseya 365, which he believes makes their platform accessible to smaller MSPs and solo practitioners. He also mentions changes to pricing for their networking products and a new VPN solution. Key Takeaways: Marv was not acquired by Kaseya, and his business operations remain unchanged.Kaseya's new pricing model aims to attract smaller MSPs and solo practitioners.Kaseya provided updates on their IT Complete platform, security solutions, and network management offerings.Marv had open discussions with Kaseya representatives about their products and community feedback.Links from the show: Kaseya website: https://www.kaseya.com/Kaseya 365, Revolutionary New Offering: https://tinyurl.com/54v929yp === Connect with Uncle Marv🌐 Website: https://www.itbusinesspodcast.com/🎙 Host: Marvin Bee🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ☕ Support the show: https://ko-fi.com/itbusinesspodcastIf you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

Cable Testing Tools RantUncle Marv expresses his frustration with a managed service provider who used a basic continuity tester for cable runs, leading to connectivity issues. He emphasizes the need for proper cable testing and certification tools, especially for companies offering cabling services. Cutting corners and using inadequate tools reflects poorly on the industry and can lead to subpar work.Time is a Precious ResourceJuan Fernandez shares his perspective on treating time as a valuable currency rather than a freely available resource. He stresses the importance of quantifying time appropriately and avoiding wasting it on unprofitable endeavors. Juan explains how he built his MSP with a focus on maximizing productivity and profitability, even during activities like attending events or taking lunch breaks.Firing Problematic ClientsUncle Marv and Juan discuss the difficult decision of firing problematic clients, even if they contribute a significant portion of revenue. Uncle Marv shares his experience of letting go of his largest client in 2017 because they consumed over 50% of his time despite accounting for only a third of the revenue. This decision was influenced by the principles outlined in the book "The Millionaire Next Door."Key Takeaways:Invest in proper cable testing and certification tools for quality work.Treat time as a valuable currency and avoid wasting it on unprofitable activities.Be willing to fire problematic clients that consume disproportionate time and resources.Adopt a mindset shift towards solving problems independently and seeking education, not resolutions.Links from the show:The Millionaire Next Door: https://amzn.to/3UM0F9EFlorida Man bites chunk out of deputy's head: https://tinyurl.com/yc6cshah === Connect with Uncle Marv🌐 Website: https://www.itbusinesspodcast.com/🎙 Host: Marvin Bee🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ☕ Support the show: https://ko-fi.com/itbusinesspodcastIf you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

Paul identifies two major mistakes: not doing enough marketing and doing it sporadically. He explains that many MSPs start as technicians who get an "entrepreneurial seizure" and launch their own business, but eventually struggle when referrals dry up and they need to market themselves. The second mistake is running one-off campaigns that fail to generate results, leading MSPs to conclude marketing doesn't work.Paul emphasizes the importance of having a consistent, long-term marketing system rather than sporadic campaigns. He recommends doing marketing activities daily, weekly, and monthly to build momentum and stay top-of-mind with potential clients who may switch MSPs every five years. He also suggests differentiating your marketing by focusing on personal branding and leveraging your unique identity, as he has done successfully with his own business.Paul shares his journey from starting a marketing agency in 2005 to eventually specializing in the MSP space after selling his previous business. He expresses his passion for the ever-evolving MSP industry and his commitment to helping MSPs grow through effective marketing strategies.Key Takeaways:MSPs often neglect marketing due to their technical background and the initial success of referrals. However, marketing becomes crucial as referrals dry up.One-off marketing campaigns are ineffective because selling managed services requires reaching prospects repeatedly over time until they're ready to switch providers.Successful marketing involves creating a system that consistently educates and engages potential clients through various channels like email, social media, and direct mail.Personal branding and differentiating your messaging from competitors is crucial for standing out in a crowded market.Leveraging AI and emerging technologies presents exciting opportunities for innovative marketing strategiesLinks from the show:MSP Marketing Edge: https://www.mspmarketingedge.com/YouTube Channel: https://www.youtube.com/c/MSPMarketingFacebook Group: https://www.facebook.com/groups/mspmarketing === Connect with Uncle Marv🌐 Website: https://www.itbusinesspodcast.com/🎙 Host: Marvin Bee🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ☕ Support the show: https://ko-fi.com/itbusinesspodcastIf you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

Brook explains that the Director of Channel Development position at ScalePad was an opportunity she couldn't turn down, given the company's leadership, platform, and team. She is excited to work under Eric Torres, VP of Channel, and Luis, Chief Experience Officer, and learn from their expertise in the industry. Her role involves being Torres' right hand, assisting with reporting, analytics, community, and RevOps projects. Brook highlights ScalePad's diverse product offerings, including Lifecycle Insights, Lifecycle Manager, Cognition, Control Map, Backup Radar, and the recently acquired Quoter quoting software. She sees this as a chance to help MSPs of all sizes and maturity levels with a comprehensive suite of solutions. Brook also appreciates ScalePad's inclusive culture, with women in prominent leadership roles. ScalePad is a leading software platform that helps businesses streamline and automate their financial processes. With ScalePad, companies can easily manage accounts payable, accounts receivable, expense reporting, and other financial workflows. The cloud-based solution provides robust features like intelligent data capture, approval routing, real-time reporting, and seamless integration with popular accounting software. By leveraging ScalePad, organizations can significantly reduce manual effort, improve accuracy, enhance visibility into financial data, and ultimately drive operational efficiency across their finance teams. As a trusted partner to businesses of all sizes, ScalePad empowers companies to scale their financial operations with confidence.Key Takeaways: Brook Lee joined ScalePad as the Director of Channel, leaving her previous role at PIA.She is excited to work under Eric Torres and Luis, and learn from their industry expertise.Her responsibilities include assisting with reporting, analytics, community, RevOps projects, and events.ScalePad's diverse product offerings cater to MSPs of all sizes and maturity levels.Brook values ScalePad's inclusive culture with women in leadership positions.Links from the show:Website: https://www.scalepad.com/ === Connect with Uncle Marv🌐 Website: https://www.itbusinesspodcast.com/🎙 Host: Marvin Bee🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ☕ Support the show: https://ko-fi.com/itbusinesspodcastIf you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

Uncle Marv and Bradley Gross begin by discussing a recent lawsuit where an MSP was sued by a law firm client for $1 million due to a breach. They note that while the initial news generated a lot of attention, the case has since gone quiet, with no further updates on the court proceedings. Gross suggests that this is likely due to the parties engaging in behind-the-scenes negotiations, as the lack of a formal response from the defendants is unusual. The conversation then shifts to the importance of having well-crafted legal agreements, particularly when it comes to cybersecurity services. Gross emphasizes that oral agreements are simply not worth the risk, as they create ambiguity and make it difficult to determine the true scope of the arrangement. He advises MSPs to stop relying on verbal agreements and instead ensure that all responsibilities and expectations are clearly documented. Marv then shares his own personal experience with a former client who had returned to his services, but without a formal agreement in place. This led to a situation where the client suffered a ransomware attack, and Marv found himself in a difficult position without a clear contractual framework. The lesson learned is that MSPs must be proactive in getting agreements signed before engaging in any work, even with existing clients. Key Takeaways: Oral agreements are risky and can lead to costly legal disputesCybersecurity services should always be covered by a written contractMSPs must be diligent in getting agreements signed before starting work, even with existing clientsLawsuits involving MSPs can generate significant attention, but the resolution may happen quietly behind the scenesLink from the show: It's Florida Man Showtime: https://tinyurl.com/46ts8uscSarah Hester Ross: https://tinyurl.com/427nz3arIT Business Podcast: Fiduciary Duty with Brad: https://www.itbusinesspodcast.com/390Coming Soon: https://mspterms.com/The Technology Bradcast: https://bradleygross.podbean.com/ === Connect with Uncle Marv🌐 Website: https://www.itbusinesspodcast.com/🎙 Host: Marvin Bee🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ☕ Support the show: https://ko-fi.com/itbusinesspodcastIf you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

Taher shares that one of the biggest mistakes MSPs make is trying to skip straight to lead generation without first building a strong inbound marketing foundation. He emphasizes that having a professional, conversion-optimized website, active social media presence, and personal branding are crucial for making a great first impression on potential clients. Taher explains that MSPs often make the mistake of relying too heavily on referrals while neglecting their online presence, which can severely limit their growth potential. He stresses the importance of writing website copy and content that reflects the MSP's unique voice and value proposition, rather than generic marketing language. Taher also recommends using low-threshold lead magnets like live chat and educational eBooks to capture leads, in addition to building an email list through networking and in-person events. While inbound marketing is important, Taher notes that it has its limits, so MSPs should also incorporate outbound tactics like LinkedIn automation and lead magnets to supercharge their lead generation efforts.Key Takeaways: Build a strong inbound marketing foundation before focusing on outbound tacticsInvest time and effort into a professional, conversion-optimized websiteLeverage personal branding and unique voice in content creationUse low-threshold lead magnets to capture leadsCombine inbound and outbound strategies for maximum impactLinks from the show:MSP Camp website: https://msp-camp.com/Use discount code "GiveMe20" for a special dealPodcast: https://podcasts.apple.com/us/podcast/no-fluff-msp-marketing/id1642373577 === Connect with Uncle Marv🌐 Website: https://www.itbusinesspodcast.com/🎙 Host: Marvin Bee🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ☕ Support the show: https://ko-fi.com/itbusinesspodcastIf you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

Matt Rodela, Chief Executive Officer of Tech Marketing Engine, joins me today to discuss the common mistakes he sees MSPs making with their marketing and how to address them. The biggest mistake Matt sees is a lack of a coherent marketing plan - MSPs often try to do everything from SEO to social media without thinking about how it fits into their broader business goals. Instead, Matt recommends looking at what your competitors are not doing and focusing on dominating one or two key marketing channels before expanding. Matt also shares how Tech Marketing Engine has grown from a simple website builder into a full-service marketing agency for IT businesses. In addition to websites, they now offer services like WordPress consulting, SEO, content creation, newsletters, and even PPC advertising. The key, says Matt, is providing customized solutions at every level - whether a business has a $20/month budget or thousands to spend, Tech Marketing Engine can create a personalized marketing plan to help them grow. When it comes to content creation, Matt's team writes everything from scratch rather than using syndicated or AI-generated content. This allows them to deeply personalize blog posts and newsletters to each client's specific audience and tone. Matt emphasizes the importance of vetting any AI-generated content to ensure accuracy, as well as adding the extra touches like formatting, images, and links that make content truly valuable. Key Takeaways: Lack of a coherent marketing plan is the biggest mistake MSPs makeFocus on dominating 1-2 marketing channels where competitors are lackingTech Marketing Engine offers customized marketing solutions at all budget levelsPersonalized, from-scratch content creation is a key differentiatorLinks from the show:Affordable Marketing Solutions: https://www.techmarketingengine.com/Get a clean and professional website: https://techsitebuilder.com/ === Connect with Uncle Marv🌐 Website: https://www.itbusinesspodcast.com/🎙 Host: Marvin Bee🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ☕ Support the show: https://ko-fi.com/itbusinesspodcastIf you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

We start by discussing Parallels' core product, which still enables running Windows on Mac, but has expanded to support a variety of operating systems and use cases. Chris explains that Parallels is now part of the Alludo group, which also owns other well-known software brands like WinZip, MindManager, and Corel. The conversation then shifts to Parallels' remote application server (RAS) and desktop as a service (DaaS) offerings. RAS allows organizations to deliver virtualized applications and desktops to a wide range of devices, including mobile and web-based clients. It offers integration with various cloud providers and on-premises hypervisors, giving customers flexibility and choice. Meanwhile, DaaS is a cloud-hosted solution designed for simplicity, making it easier for organizations to transition to a hybrid work model without the need for extensive IT expertise. Chris also discusses the security features of Parallels' solutions, including built-in multi-factor authentication options and the ability to integrate with external identity providers. He explains how Parallels' products can be white-labeled and customized for managed service providers, allowing them to offer tailored solutions to their clients. The conversation also covers the technical aspects of Parallels' multi-tenancy capabilities, site and theme management, and the role of the tenant broker for larger deployments. Key Takeaways:Parallels has evolved beyond just running Windows on Mac, now offering remote application server (RAS) and desktop as a service (DaaS) solutionsParallels RAS provides flexibility by integrating with various cloud and on-premises providers, allowing organizations to deliver virtualized apps and desktopsParallels DaaS is a cloud-hosted solution designed for simplicity, helping organizations transition to hybrid work modelsParallels' solutions offer security features like built-in multi-factor authentication and integration with external identity providersManaged service providers can white-label and customize Parallels' offerings, including the ability to manage multiple tenants and themesLinks from the show:Website: https://www.parallels.com/Parallels on YouTube: https://www.youtube.com/@parallels === Connect with Uncle Marv🌐 Website: https://www.itbusinesspodcast.com/🎙 Host: Marvin Bee🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ☕ Support the show: https://ko-fi.com/itbusinesspodcastIf you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

The show begins with a commercial for the NetAlly EtherScope NXG, a network analyzer that supports Wi-Fi 6 and 6E. Uncle Marv then introduces the episode, mentioning that he has exclusive news to share. However, he quickly realizes that the news he had - Kaseya's announcement of their new Kaseya 365 subscription service - had already been announced the previous day at the Kaseya Connect conference in Las Vegas. Uncle Marv then brings on Michelle Accardi from Liongard, who is attending the Kaseya Connect conference. Michelle shares her thoughts on the Kaseya 365 announcement, noting that it is giving MSPs another option to consider for driving profitability, but that there are also other great vendors offering good value. Michelle also discusses Liongard's recent announcement of their new AI support assistant, Leo, which can help partners with onboarding, support, and reporting. Later in the episode, Uncle Marv shares another "exclusive" news item - Brooke Lee's move from PIA to ScalePad as the Director of Channel Development. However, he again realizes that this news had already been announced. Uncle Marv then goes on to share his experience using the NetAlly EtherScope NXG to troubleshoot a customer's Wi-Fi issues, where he was able to identify that the customer's ring cameras were reporting an incorrect country code, which was causing connectivity problems. Key Takeaways: Kaseya announced their new Kaseya 365 subscription service, which aims to revolutionize the MSP industryLiongard announced their new AI support assistant, Leo, to help partners with onboarding, support, and reportingBrooke Lee has moved from PIA to ScalePad as the Director of Channel DevelopmentThe NetAlly EtherScope NXG can be a valuable tool for troubleshooting Wi-Fi issues, including identifying devices with incorrect country code settingsLinks from the show:Man stopped at Miami Airport with snakes in his pants: https://tinyurl.com/4r2sz5yzFlorida Man chucks pasta at driver over "glaring headlights": https://tinyurl.com/2kezdc7kLiongard announces AI Companion "Leo": https://tinyurl.com/4d8yxw97 === Connect with Uncle Marv🌐 Website: https://www.itbusinesspodcast.com/🎙 Host: Marvin Bee🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ☕ Support the show: https://ko-fi.com/itbusinesspodcastIf you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

Sean Lardo, the program manager for Pitch It, shares that this year's application process saw a record number of submissions, with a diverse group of vendors applying from various business sectors. While there were concerns about an influx of AI-focused applicants, Lardo notes that the program still attracted a healthy mix of solutions, with AI, cybersecurity, and other innovative offerings represented. The Pitch It program is a 16-week accelerator that provides vendors with extensive training and mentorship to help them refine their pitches and navigate the MSP ecosystem. Lardo emphasizes the importance of not just innovation, but practical, useful solutions that can seamlessly integrate with existing MSP technology stacks. The program culminates in a live pitch competition at IT Nation Connect, where the top three finalists compete for cash prizes and the coveted "steak knives" for third place. Lardo also discusses the success of last year's Pitch It finalists, noting that the three winners - Thread, VCIO Toolbox, and NodeWare - have collectively seen a $3 million increase in annual recurring revenue since participating in the program. This underscores the value of the accelerator in helping vendors scale and thrive within the MSP community. Key Takeaways: Record number of Pitch It applications, with a diverse mix of vendorsFocus on practical, integrative solutions, not just innovation for innovation's sake16-week accelerator program provides extensive training and mentorship for vendorsPast Pitch It finalists have seen significant revenue growth since participatingPodcast and IT Nation events offer opportunities for vendor spotlights and interviewsLinks from the show:IT Nation website: https://www.connectwise.com/theitnation === Connect with Uncle Marv🌐 Website: https://www.itbusinesspodcast.com/🎙 Host: Marvin Bee🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ☕ Support the show: https://ko-fi.com/itbusinesspodcastIf you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

The conversation begins with a discussion on the lasting impact of the COVID-19 pandemic on the workforce. According to a survey conducted by Parallels' parent company Alludo, 83% of the workforce is expected to continue working remotely in some capacity. This shift has presented significant challenges for companies that were previously accustomed to a fully in-office model. Many organizations struggled to provide the necessary remote access and security measures to support their employees working from home. Chris Marks explains that the primary challenges companies face relate to skills and time, as they try to re-architect their IT infrastructure and security posture to accommodate the new remote work reality. Traditional solutions like VPNs are no longer sufficient, as they provide broad access once an attacker gains entry. Parallels is helping customers explore alternative solutions, such as secure access web apps and Zero Trust approaches, to minimize risk and restrict the flow of potential threats. The discussion then transitions to the concept of the "hybrid cloud," which Marks clarifies is often misunderstood. Many organizations believe they have a hybrid cloud environment, when in reality, they are simply managing two separate infrastructures - their legacy on-premises systems and new cloud-based projects. Parallels aims to help customers deliver a consistent and seamless experience for end-users, regardless of the underlying infrastructure. Key Takeaways: Remote and hybrid work models are here to stay, with 83% of the workforce expected to continue working remotely in some capacity.Companies are struggling to provide the necessary remote access and security measures to support their employees working from home.Traditional solutions like VPNs are no longer sufficient, and organizations are exploring alternative approaches like secure access web apps and Zero Trust.The concept of "hybrid cloud" is often misunderstood, with many companies managing two separate infrastructures rather than a true hybrid environment.Parallels is helping customers deliver a consistent and seamless experience for end-users, regardless of the underlying infrastructure.Links from the show:Website: https://parallels.com/Hybrid cloud survey: Hybrid Cloud Report | Parallels RAS === Connect with Uncle Marv🌐 Website: https://www.itbusinesspodcast.com/🎙 Host: Marvin Bee🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ☕ Support the show: https://ko-fi.com/itbusinesspodcastIf you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

Uncle Marv kicks off the episode by sharing a story about using his NetAlly EtherScope network tester to troubleshoot a client's fiber internet connection issue, highlighting the value of having the right tools to demonstrate technical expertise. He then introduces his guest, Dave Scott, who has over 20 years of experience helping technology businesses with their marketing and growth strategies. Dave and Uncle Marv discuss the common frustration MSPs face when trying to find the "easy button" for marketing, as many get caught up jumping from one program to another without seeing the desired results. They emphasize that while there may be a small percentage of MSPs who find success with certain marketing tactics, the majority struggle to make their marketing efforts effective. Dave suggests that the root of the problem often lies in a lack of consistency and personalization in the content and messaging MSPs use to reach their target audiences. He recommends that MSPs take the time to deeply understand their customers' pain points and challenges, and then create hyper-personalized content that addresses those specific issues. This approach, combined with a well-documented sales funnel process, can help MSPs build a more successful and sustainable marketing strategy. Key Takeaways: Consistent, personalized marketing is key for MSPs to effectively reach and engage their target customersMSPs need to invest time in understanding their customers' specific pain points and challenges to create relevant, valuable contentDocumenting the sales funnel process and following it closely can help MSPs improve the effectiveness of their marketing effortsLinks from the showWebsite: https://scottgrowthstrategies.com/AI Powered Writing Assistant: https://www.jasper.ai/AI Powered SEP Platform: https://seo.ai/Improve your email subject line: https://subjectline.com/Florida Man Saves Neighbor from 11-Foot Gator: https://tinyurl.com/4s9xhdscFlorida Man tackles gator with bare hands: https://tinyurl.com/4ka7t4mbYouTube Video without news commentary: https://tinyurl.com/yc5mbex2 === Connect with Uncle Marv🌐 Website: https://www.itbusinesspodcast.com/🎙 Host: Marvin Bee🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ☕ Support the show: https://ko-fi.com/itbusinesspodcastIf you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

Sean and Dave share the backstory behind writing "The Pumpkin Plan for MSPs." They explain how their personal experiences and mistakes in the industry inspired them to create a book that provides practical, battle-tested advice for managed service providers. The authors emphasize that their goal was not to reinvent the wheel, but to distill the essential lessons from Mike Michalowicz's original "Pumpkin Plan" and adapt them specifically for the MSP community. A key theme of the book is helping MSPs find their "sweet spot" - the unique value proposition that sets them apart from competitors. The authors stress that MSPs should not simply copy others' strategies, but rather uncover what they do best and double down on those strengths. They share how being brutally honest about their own business missteps has allowed them to provide authentic, relatable guidance to their readers. Throughout the discussion, Sean and Dave highlight the importance of always keeping your business "exit-ready," even if you have no immediate plans to sell. They explain how maintaining a company in prime condition for a potential buyer can pay dividends, whether you ultimately decide to transition ownership or continue running the business. The authors draw from their personal experiences to illustrate how being prepared for unexpected opportunities or challenges can make all the difference. Key Takeaways: Adapt proven business principles to your unique MSP contextUncover and capitalize on your company's distinctive strengthsMaintain an "exit-ready" mindset to maximize the value of your businessLearn from your own mistakes and those of others in the industryLinks from the show:Get the Pumpkin Plan for Manager Service Providers book: https://amzn.to/3UvZxItEncore Strategic Business Consulting Firm: https://encorestrategic.io/Michael Porter's "What is Strategy": https://www.itbusinesspodcast.com/downloads/Michael-Porter-Strategy/ === Connect with Uncle Marv🌐 Website: https://www.itbusinesspodcast.com/🎙 Host: Marvin Bee🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ☕ Support the show: https://ko-fi.com/itbusinesspodcastIf you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

Introducing Stack Tracker for MSPsColin Knox explains that StackTracker goes beyond just mapping an MSP's technology stack. It focuses on the reseller aspect of an MSP's business, providing insights into the usage, costs, and profitability of the solutions they are reselling to clients. By pulling in data directly from vendors, StackTracker can show MSPs their vendor spend, revenue, and profitability across their entire product portfolio. This allows MSPs to identify opportunities for optimization, such as consolidating redundant solutions or upselling underutilized products to clients. Empowering MSPs Through Data AnalysisThe system also uses AI to analyze the data and provide actionable recommendations to the MSP. This includes identifying anomalies, such as duplicate deployments of the same product, as well as quantifying revenue and profit opportunities across the client base. The AI-driven insights aim to help MSPs make more informed decisions about their technology stack and pricing strategies, ultimately driving greater profitability. Colin emphasizes that the key value proposition of StackTracker is empowering MSPs to grow their businesses smarter and more profitably. Key Takeaways: StackTracker provides deep visibility into MSPs' technology stacks, including usage, costs, and profitabilityFocuses on the reseller aspect of an MSP's business, not just internal tool usageUses AI to analyze data and provide actionable recommendations for optimization and growthHelps MSPs identify revenue and profit opportunities across their client baseAims to enable MSPs to make more informed decisions about their technology stack and pricing === Connect with Uncle Marv🌐 Website: https://www.itbusinesspodcast.com/🎙 Host: Marvin Bee🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ☕ Support the show: https://ko-fi.com/itbusinesspodcastIf you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

Lori Hardtke is a solo MSP owner who has been in the IT industry for many years, working in various roles such as IT manager at large companies like Mayo Clinic. Over time, Lori realized that she didn't want the responsibility of managing employees and decided to run her business as a solo operation, leveraging subcontractors when needed. In 2018, Lori came across the Profit First book by Michael Michalowicz and was initially hesitant to implement the system. However, in 2019, she decided to give it a try and was able to pay off a $19,000 credit card within four months of implementing Profit First. Lori was so impressed by the impact Profit First had on her business that she decided to become a certified Profit First professional and is now building a Profit First Academy to help other MSPs achieve profitability. Lori emphasizes that the key to success with Profit First is trust in the system and the discipline to follow the recommended percentages for allocating funds to different accounts, such as profit, taxes, and marketing. She also highlights the importance of streamlining expenses and negotiating better deals with vendors, which can have a significant impact on the bottom line. Lori's own business is 100% remote, with her operating from Maui, and she has found success in presenting her business as part of a larger network of resources, rather than just a solo operator. Key Takeaways: Implementing the Profit First system can significantly improve profitability and cash flow for MSPsBecoming a certified Profit First professional can help MSPs guide other businesses through the Profit First implementation processStreamlining expenses, negotiating better deals, and presenting the business as part of a larger network of resources can all contribute to the success of an MSPShow Links:Lori's MSP Website: https://www.bytewize.net/Profit First for MSPs: https://www.profitfirst4msps.com/ === Connect with Uncle Marv🌐 Website: https://www.itbusinesspodcast.com/🎙 Host: Marvin Bee🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ☕ Support the show: https://ko-fi.com/itbusinesspodcastIf you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

Uncle Marv's recap of the Channel Pro Live eventUncle Marv starts by discussing his recent trip to Channel Pro Live in Orlando, Florida. He shares his overall positive impression of the event, noting that the location, accommodations, and Wi-Fi were all satisfactory. The content and speakers were also well-received, with the keynote by Manuel Palachuk and panels featuring industry experts like Rayanne Buchianico, Eric Long, and Carlos Perez. Uncle Marv emphasizes that the event was not a "pitch fest" and provided valuable conversations for attendees. Next, Uncle Marv shares a "junior story" about a client who has been with him for a long time but has consistently shopped around for cheaper services. When an employee filed a personal claim against one of the client's customers, the client wanted to know what files the employee had accessed, but Uncle Marv's team did not have the capability to track that level of detail. The client had previously declined to pay for additional features like 24/7 support and file monitoring, and Uncle Marv had to remind them that they were getting what they paid for. This led to a tense conversation, but ultimately, Uncle Marv engaged a digital forensic specialist to investigate the issue and will be implementing the additional tracking features the client now wants, at an additional cost. Uncle Marv emphasizes the importance of setting clear expectations and pricing with customers, as discussed on the All Things MSP show. He stresses the need to stand firm on pricing and not cave to customer demands for additional services without proper compensation. This episode serves as a cautionary tale for IT professionals and managed service providers to ensure they are properly managing customer expectations and pricing their services accordingly. Key Takeaways: Importance of setting clear expectations and pricing with customersNeed to stand firm on pricing and not cave to customer demands for additional services without proper compensationValue of providing high-quality content and avoiding "pitch fests" at industry eventsChallenges of managing client relationships and balancing customer needs with business requirementsLinks from the Show: Channel Pro Live Events: https://events.channelpronetwork.com/Learn about the Island Router: https://www.islandrouter.com/Florida Man Beats 5-Year Old for Watching PAW Patrol: https://tinyurl.com/4defyzddFlorida Man Kills Roommate over $1: https://tinyurl.com/3yka94xn === Connect with Uncle Marv🌐 Website: https://www.itbusinesspodcast.com/🎙 Host: Marvin Bee🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ☕ Support the show: https://ko-fi.com/itbusinesspodcastIf you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

Uncle Marv and Tim Fitzpatrick dive into the challenges many MSPs face when it comes to marketing their businesses. Tim explains that the first step in developing a successful marketing strategy is to understand where the business is currently and where it wants to go. This involves identifying the target market, crafting the right messaging, and ensuring the offerings are aligned with the needs of the ideal clients. Tim cautions against the temptation to jump straight into marketing tactics, such as social media or paid advertising, without first establishing a solid strategic foundation. He emphasizes that "hope is not a marketing strategy" and that MSPs need to take a more focused and targeted approach to their marketing efforts. Tim suggests that MSPs should avoid getting caught up in the latest marketing trends and instead focus on the channels and activities that resonate with their specific target audience, even if that means avoiding certain platforms or tactics. The discussion also touches on the importance of profitability over top-line revenue when evaluating client relationships. Tim agrees with Uncle Marv's experience of needing to "fire the big whales" - clients that generate a significant portion of revenue but are not profitable. This aligns with the strategic approach to marketing, as MSPs should be attracting the right type of clients, not just any clients. Key Takeaways: Develop a marketing strategy that aligns with your business goals and target audienceAvoid jumping straight into marketing tactics without a solid strategic foundationFocus on the marketing channels and activities that resonate with your ideal clientsPrioritize profitability over top-line revenue when evaluating client relationships=== LinksRialto Marketing Website: https://www.rialtomarketing.com/Rialto Marketing Podcast: https://www.rialtomarketing.com/rialto-marketing-podcast/Revenue Roadblock Scorecard: http://revenueroadblockscorecard.com/ === Connect with Uncle Marv🌐 Website: https://www.itbusinesspodcast.com/🎙 Host: Marvin Bee🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ☕ Support the show: https://ko-fi.com/itbusinesspodcastIf you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

Strap in for a strategic deep dive into the world of help desk management, where I reveal how transitioning to a specialized team structure can turn your service from satisfactory to exceptional. We navigate the shift from generalist to niche expert pods, ensuring that your team is not just dealing with the day-to-day but excelling in their specialized fields, from healthcare to banking. It's more than just technical know-how; it's about crafting a client experience that sticks, and I'm spilling the beans on the tools and tactics that can get you there. Brook and Coach start by discussing the different approaches MSPs can take when formalizing their help desk operations. Brook Lee emphasizes that there is no one-size-fits-all solution, and the approach should be tailored to the size, maturity, and client needs of the MSP. Outsourcing the help desk can be a viable option, especially for smaller MSPs where the technicians are often out on-site with clients. However, Coach cautions that outsourcing comes with its own financial considerations and that partnering with another solo technician can also be an effective interim step before building an in-house help desk. Regardless of the approach, they both agree that establishing clear processes, procedures, and standard operating procedures (SOPs) is crucial. This "tribal knowledge" needs to be documented so that new hires or outsourced providers can quickly get up to speed and provide consistent support. As the MSP scales, the panel discusses the benefits of transitioning from a single help desk queue to a more specialized, tiered model where technicians can focus on their areas of expertise. This not only improves efficiency but also allows the MSP to charge higher rates for their specialized support. The discussion then turns to the importance of using metrics and key performance indicators (KPIs) to drive help desk efficiency. Brook and Coach share strategies for setting realistic service level agreements (SLAs) and using automation to escalate tickets that are at risk of missing their SLAs. They also highlight how these metrics can be used to motivate and upskill help desk technicians, rather than just as a punitive measure.Wrapping things up, we talk numbers—but not just any numbers. We're focused on the KPIs and SLAs that will make or break your help desk's reputation for rapid and reliable service. You'll walk away with actionable insights on nurturing both employee satisfaction and customer loyalty, guaranteeing a win-win scenario for your MSP business. Key Takeaways: There is no one-size-fits-all approach to help desk operations; the solution should be tailored to the MSP's size, maturity, and client needsEstablishing clear processes, procedures, and SOPs is crucial for scaling help desk operationsTransitioning to a tiered, specialized help desk model can improve efficiency and allow for higher billing ratesMetrics and KPIs should be used to drive help desk efficiency and motivate technicians, not just as a punitive measureLinks from the show:PIA website: https://pia.ai/Florida Man Accused of using kids to collect money for fake charity: https://tinyurl.com/yctme4p3 === Connect with Uncle Marv🌐 Website: https://www.itbusinesspodcast.com/🎙 Host: Marvin Bee🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ☕ Support the show: https://ko-fi.com/itbusinesspodcastIf you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

Join the revolution of IT as we chat with Jeff Bishop from ConnectWise, who lifts the veil on the future of automation and AI. Our conversation takes off from a tale of a complex client relocation, seguing into Jeff’s exciting reveal of ConnectWise's latest innovations in robotic process automation. Jeff describes how their RPA solution goes beyond just bots, also including more comprehensive workflow automation capabilities that can be triggered by various inputs like web hooks or forms. He emphasizes how these tools are designed to save time and increase efficiency for MSPs.Jeff also introduces ConnectWise's new AI assistant, Sidekick, which is being integrated across their entire product suite. Sidekick leverages machine learning to augment tasks like ticket triage, calendar management, and opportunity analysis. Jeff explains how Sidekick is part of their "hyper automation" strategy, where AI complements human efforts by automating repetitive tasks. Key TakeawaysConnectWise is relaunching Automation Nation as a quarterly event focused on their automation and workflow toolsTheir RPA and workflow automation offerings go beyond just bots, providing comprehensive automation capabilitiesConnectWise is integrating AI through their Sidekick assistant across their product suite to enable "hyper automation"Gathering partner feedback is crucial to ensure these new AI-powered features meet the needs of MSPsLinks from the showFlorida Man Stopped from taking teen to furry convention: https://tinyurl.com/4r4n7j76Video version: https://tinyurl.com/bddze8e3Florida Woman Arrested for Playing "21" at Walmart: https://tinyurl.com/23m7bdsxChannel Pro Live in Orlando, April 10-11, 2024: https://orlando.channelpronetwork.com/e/2138610102Pax8 Beyond Conference in Denver, June 9-11, 2024: https://www.pax8beyond.com/Techcon Unplugged in Hanover, MD, September 12-14, 2024: https://techconunplugged.com/ === Connect with Uncle Marv🌐 Website: https://www.itbusinesspodcast.com/🎙 Host: Marvin Bee🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ☕ Support the show: https://ko-fi.com/itbusinesspodcastIf you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

The episode begins with Uncle Marv introducing the "star-studded crew" of guests, including Jerry Koutavas, the president of ASCII, Jessie Devine, the VP of Channel Development at ASCII, and Sue Trahant, an MSP owner who has been involved with ASCII for over 20 years. This episode isn't just a walk down memory lane; it's a master class in community building and strategic foresight. Jerry reflects on ASCII's 40-year journey, highlighting the camaraderie and "scar tissue" that the group's members have built up over the years as they've navigated vendor changes, distribution issues, and other industry challenges. Jessie Devine, who joined ASCII during the COVID-19 pandemic, shares her perspective on the organization's evolution, noting that while the group has changed over the past 10 years, its core mission of supporting MSPs has remained constant. She emphasizes the importance of ASCII's role in providing guidance and resources to its members, especially during difficult times. Sue Trahant, whose company Land Computers has been an ASCII member for over 22 years, discusses the value the group has provided, from the initial boot camps and vendor connections to the ongoing support and camaraderie. Sue offers a seasoned perspective, highlighting how ASCII has helped shape the direction of her business and the industry as a whole. Hear about the immense benefits and thought leadership ASCII brings to the MSP community, from peer accountability groups like ASCII Spark to our steadfast commitment to vendor neutrality. We also delve into the crucial role of MSPs in an era of rapid technological advancement, emphasizing the importance of maintaining relevance amid disruptive innovations. Key TakeawaysASCII has been a valuable resource for MSPs and IT professionals for 40 years, providing support, connections, and a sense of community through industry changes and challenges.The organization's focus on supporting its members and advocating for the industry has been a constant throughout its evolution.ASCII's programs and benefits, including exclusive vendor partnerships, peer accountability groups, and business resources, offer significant value to its members.The group's leadership and culture, exemplified by figures like Alan and Jerry, have been instrumental in fostering the organization's close-knit, supportive environment. === Connect with Uncle Marv🌐 Website: https://www.itbusinesspodcast.com/🎙 Host: Marvin Bee🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ☕ Support the show: https://ko-fi.com/itbusinesspodcastIf you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

When Paco LeBron and Rick Smith from MSP Unplugged drop by, you know you're in for some real talk about the tech industry's heartbeat—community and collaboration. Ever wondered what sets apart the most successful MSPs? It's the power of a strong, supportive community. Discover the power of unity in the MSP space, as we reminisce about the formation of MSP Unplugged and its evolution from Podnutz. We highlight the pivotal role smaller MSPs play in the industry, bringing agility and the ability to harness modern technologies to compete with larger firms. We also shine a light on the transformative experiences of tech conferences like TechCon Unplugged, where the sharing of knowledge and the formation of professional bonds flourish in an environment of equality among MSPs, vendors, and speakers.Key Takeaways: Community, knowledge sharing, and opportunities in the MSP industry foster growth and collaboration among peers.Tech conferences bring people together, forming lasting connections and celebrating accomplishments, despite challenges and unforeseen issues.TechCon Unplugged offers value and partnership, and attendees give back out of passion.=== Links from the showNews: AT&T data leak affects 73 million users: https://tinyurl.com/28p37avcFlorida Man shoots roommate 10 times because of cats: https://tinyurl.com/55fbm2rz === Connect with Uncle Marv🌐 Website: https://www.itbusinesspodcast.com/🎙 Host: Marvin Bee🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ☕ Support the show: https://ko-fi.com/itbusinesspodcastIf you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

Planning for Business Exit and ProfitUnlock the secrets to a profitable business exit with Rayanne Buchianico in a conversation that will leave you with a blueprint for success. We dissect the crucial yet often neglected aspect of starting your IT or MSP business with the ultimate exit in mind. Grasp the impact of sudden events like health issues that can expedite the need to sell and discover how to build a company that flourishes without you at the helm, drawing wisdom from "Built to Sell" to make your business a hot commodity for potential buyers.Understanding EBITDA for Business ValuationThe conversation highlights the importance of maintaining organized financial records, documented procedures, and corporate governance to facilitate a smooth transition or sale of the business. Moreover, Rayanne provides insights into valuation methods such as EBITDA multiples and discounted cash flow analysis, stressing the need for businesses to understand their worth objectively. Wrapping up this rich conversation, we concentrate on the importance of keeping your financial books transparent and pristine, particularly when eyeing a future sale. Emphasizing the necessity of separating personal and business finances, we explore the realistic expectations of selling your business and the financial nuances that follow. For those caught unprepared, we discuss selling customer accounts as a possible expedient option. Tune in and equip yourself with the knowledge to supercharge your success and ensure your business's longevity and profitable exit strategy.Key Takeaways: Importance of exit planning and preparing a business for future transitions.Understanding valuation methods like EBITDA multiples and discounted cash flow analysis.Emphasizing the significance of maintaining organized financial records and operational procedures.Long-term planning strategies to enhance business value and readiness for potential exits. === Connect with Uncle Marv🌐 Website: https://www.itbusinesspodcast.com/🎙 Host: Marvin Bee🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ☕ Support the show: https://ko-fi.com/itbusinesspodcastIf you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

MSP Money Management TipsIn this insightful episode, Rayanne Buchianico emphasizes the significance of implementing an accounting system from the start to track income and expenses effectively. She highlights the need to differentiate revenue streams like products, services, and professional services to understand margins and costs better. By setting clear financial goals and regularly reviewing benchmarks, businesses can ensure financial stability and growth. Rayanne's expertise shines through as she shares practical advice on structuring accounting systems, separating direct costs from fixed expenses, and aligning financial goals with revenue targets. Listeners gain valuable insights into managing income accounts, cost of goods sold, and overhead expenses to optimize profitability in their IT businesses. By focusing on key financial metrics and maintaining a balance between revenue streams, IT professionals can enhance their financial management practices for long-term success.Our financial journey doesn't stop at the basics; we also tackle the creation of a clean and practical Profit & Loss statement. Learn how pinpointing expenses can lead to better decision-making and the role of tools like QuickBooks in keeping bookkeeping a breeze. Whether it's reaching that coveted monthly recurring revenue target or understanding the sweet spot for profit margins, this episode is an indispensable guide for any MSP looking to turn a profit and scale up with confidence.=== Key Takeaways Implement an accounting system early on to track income and expenses efficiently.Differentiate revenue streams like products, services, and professional services to understand margins and costs.Set clear financial goals aligned with revenue targets for business growth.Regularly review benchmarks such as gross profit margin and net income percentage for financial health.=== Links from the showABC Solutions, LLC: https://abcsolutionsfl.com/ === Connect with Uncle Marv🌐 Website: https://www.itbusinesspodcast.com/🎙 Host: Marvin Bee🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ☕ Support the show: https://ko-fi.com/itbusinesspodcastIf you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

MSP Financial Tips for SuccessThis week, I'm joined by Raffi Jamgotchian, a masterful MSP who's carved out a niche in safeguarding financial firms. Raffi shares insights on operational efficiency, long-term value building, budgeting strategies, debt management, and the importance of flexibility in adapting to market changes.The heartbeat of any business is its cash flow, and we're not shy about diving into the deep end. I lay bare my own transformation with the Profit First system, a method that's reshaped the way I manage money within my company. It's a candid reflection on fiscal discipline, punctuated by the importance of sticking to a budget and the lifeblood of regular financial reviews. Raffi and I share the nuggets of wisdom to keep your MSP's pulse steady and strong, because when the cash flow is healthy, so is the business. Raffi delves into the importance of long-term value creation, stressing the need for businesses to think strategically about their future growth and financial stability. The discussion extends to practical budgeting techniques, debt management strategies, and the value of flexibility in responding to market dynamics for sustained success.=== Links from today's showTriada Networks: https://triadanet.com/ === Connect with Uncle Marv🌐 Website: https://www.itbusinesspodcast.com/🎙 Host: Marvin Bee🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ☕ Support the show: https://ko-fi.com/itbusinesspodcastIf you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

Uncle Marv talks about the concept of billing for every aspect of service provision, highlighting the need to include travel expenses, phone consultations, consulting time, and detailed service billing in invoices. He shares insights on how to structure billing practices to optimize revenue generation and enhance client satisfaction by maintaining transparency throughout the invoicing process.The episode underscores the significance of accurately accounting for all billable elements, from travel time to consulting tasks, emphasizing the need for clear communication with clients regarding invoicing practices. By incorporating these strategies into their billing procedures, IT professionals can ensure fair compensation for their services while fostering positive client relationships based on transparency and clarity.Key Takeaways:Travel Billing:Bill for all travel time spent working for a client away from your office, whether it's local or across the state.Consider billing from the time you leave your office to the time you finish with the client, excluding travel back if clients are nearby.Include expenses like mileage, gas, tolls, lodging, and meals in your billing to ensure comprehensive compensation.Phone Time Billing:Include phone consultations in your billing if they are not part of regular end-user support or fall outside the scope of work.Bill separately for vendor calls, troubleshooting sessions, or any phone time that is beyond standard support services.Ensure that all billable phone time is transparently included in your invoicing practices to avoid under compensation.Consulting Time Billing:Charge for consulting time that involves research, strategic planning, vendor management, or any tasks beyond regular support services.Account for training and education sessions separately if they are not part of a monthly service agreement.Be clear and detailed in your invoicing to reflect all consulting tasks accurately and ensure fair compensation for additional services provided. === Connect with Uncle Marv🌐 Website: https://www.itbusinesspodcast.com/🎙 Host: Marvin Bee🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ☕ Support the show: https://ko-fi.com/itbusinesspodcastIf you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

In this episode of the IT Business podcast, Uncle Marv discusses cash flow management with Heather Zeitzwolfe, a CPA and profit strategist. They delve into the importance of understanding the difference between profit and cash flow, emphasizing the significance of tracking business finances effectively.Heather highlights the distinction between profit and cash flow, stressing that profit is what remains after expenses are deducted, while cash flow refers to the movement of money in and out of a business. She emphasizes the need for business owners to track their finances diligently to avoid confusion between profit and available cash.Moreover, Heather suggests using tools like QuickBooks to visualize cash flow effectively, enabling business owners to monitor money coming in and going out. By understanding the timing of cash flows and maintaining reserves, businesses can navigate uncertainties and ensure financial stability.Heather's approach blends her analytical skills with creativity to help clients interpret financial data and strategize for the future. Her unique focus on working with vegan clients showcases her commitment to ethical alignment in her business partnerships.=== Time Stamped Highlights: 02:29 - Introduction of Heather Zeitzwolfe, a CPA specializing in virtual CFO services.03:27 - Discussion on the difference between profit and cash flow.05:28 - Importance of tracking business finances effectively.09:19 - Tips for understanding cash flow early in business operations.31:24 - Blending analytical skills with creativity in financial services.37:40 - Ethical considerations in client partnerships for a vegan CPA.=== Links from the showWebsite: Zeitzwolfe AccountingNavigating Taxes for Solopreneurs Workbook: https://tinyurl.com/43kt4nu3Florida Man Tapworm Update: https://tinyurl.com/2rdjv7yjFlorida Man extorted over $80k from wife: https://tinyurl.com/3cynwbm4 === Connect with Uncle Marv🌐 Website: https://www.itbusinesspodcast.com/🎙 Host: Marvin Bee🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ☕ Support the show: https://ko-fi.com/itbusinesspodcastIf you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

Join me as I share insights gained from my attorney clients to help you enhance your billing practices and cash flow. Listen in as I recount a pivotal moment during a technology business review with a law firm client that sparked a realization about the power of detailed invoicing. This episode is packed with valuable advice on how to present your services in a way that not only satisfies clients but also prompts swift payment, placing them in that top tier of prompt payers.We explore common billing practices among Managed Service Providers (MSPs) and why a departure from industry norms has led to remarkable improvements in client relationships and business operations. You'll hear firsthand how being meticulous with your invoice details can transform the speed at which you receive payments, turning an often-overlooked aspect of business into a strategic advantage. Tune in to discover strategies that could lead to your invoices being paid within minutes of delivery, just as I experienced with my fastest-paying client. === Connect with Uncle Marv🌐 Website: https://www.itbusinesspodcast.com/🎙 Host: Marvin Bee🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ☕ Support the show: https://ko-fi.com/itbusinesspodcastIf you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.