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Customer Satisfaction Metrics: 6 metrics you need to be tracking

A recent benchmarking study commissioned by Autotask has found that 85% of service providers rank customer satisfaction as a high-priority metric. What’s interesting is that only 10% of these...

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Most Influential MSP Experts 2013

Top 10 MSP Experts After a month of voting the public has decided the MSP industry’s most influential experts. Over the next fortnight we will be teeing up interviews with these top influencers and...

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MSP Service Benchmarks: Partnership

In today’s video, Gordon takes a deep dive into the metric of Partnership, one the four key MSP service benchmark metrics you should be tracking. Partnership is the feeling of collaboration, the...

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MSP Service Benchmarks: Industry averages and how do you measure up?

In todays video, Gordon shares with you some MSP service benchmarks and the industry averages that we have been able to collect with our tool, Client Heartbeat. Using the data, here are the industry...

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MSP Service Benchmarks: Promptness

This is a follow up on our four key MSP service benchmarks, today we’re going to be talking about promptness. Here’s a recap of the key promptness benchmarks we talked about last week. Industry avg....

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MSP Service Benchmarks: Accuracy

Today we are going to be taking a deep dive into the metric of accuracy. If you have been watching the previous videos, you’ll know that accuracy is one of the four key service benchmarks you should...

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MSP Experts interview with Joshua Feinberg

Joshua Feinberg works with IT Companies to help them effectively outsource their Marketing. In this interview, I ask him where he sees the MSP industry going, what are some trends that MSP Business...

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MSP Experts interview with Stuart Selbst

Stuart Selbst is a trusted business advisor and MSP Business Coach. With 22 years experience inside the industry, Stuart started his own managed service practice in 2002. Five years later, he sold it...

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MSP Experts Interview with Karl Palachuk

Karl owned an IT business for 16 years. Once he sold it off, he started working as a business coach and is involved in programs with HP, Intel and Microsoft. He stays involved in the MSP space writing...

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3 lessons I learnt at Stanford

Last month, I was lucky enough to travel to the US to attend the executive program for growing companies at Stanford University. Running an IT Business is hard work, and it was great to get the...

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