IT Nation Connect brings together thousands of MSPs from across America and the world, all of whom are wondering the same thing: “What are other MSPs doing better and how can we adopt those practices?”
In reality, there is no single answer. The MSP community is as diverse as the industries and regions they serve, each with unique growth objectives and challenges. However, IT Nation Connect serves as the perfect platform to network and learn directly from peers.
For our pre-conference workshop, we invited seasoned MSP practitioners to share their insights on some of the most pressing issues to many MSPs: cybersecurity technology, pricing, sales, and post-sales relationship management.
Building an Effective MSP Cyber Stack
Angel Rojas, CEO of DataCorps, kicked off the discussion with practical advice on crafting a cybersecurity stack. He emphasized:
- Diverse Client Needs: MSPs must understand the unique requirements of their clients and tailor their technology stack accordingly.
- Operational Maturity: Tools should match the MSP’s current level of maturity and capability while allowing room for growth. For MSPs to be honest with themselves on their maturity level can require some soul-searching.
- Vendor Transparency: Success depends on building honest, collaborative relationships with vendors to address the constantly shifting cybersecurity landscape.
Angel highlighted the importance of continuous improvement—not only for MSPs but also in partnerships with vendors who must be willing to grow and innovate alongside their customers.
Getting the Right Pricing Model
Nima Khamooshi, Vice President of Cybersecurity Services at Dataprise, shared his expertise on one of the most challenging aspects of MSP operations: pricing cybersecurity services. According to Nima, successful pricing strategies require a careful balance of several factors:
- Scalability and Profitability: Pricing must account for the cost of expertise while ensuring operational efficiency. Services should be designed to scale with both the MSP’s capabilities and the client’s growth.
- Future-Proofing: As cybersecurity threats evolve, pricing models need to reflect a forward-looking approach that accommodates new tools, methodologies, and potential shifts in client demands.
Nima stressed the importance of clear and structured service offerings. By creating transparent service tiers and value propositions, MSPs can align their pricing with client expectations, making it easier to demonstrate ROI and justify costs. This clarity also helps build trust with clients, fostering long-term relationships and sustainable growth.
Best Practices for Selling Security Services
Dan Balter, CTO of Infotech, shared actionable insights on how MSPs can improve their approach to selling cybersecurity services. His key message? Success in sales begins with a shift in mindset—from both the MSP and the client.
- Reframing Security as an Investment: Clients often view cybersecurity as a cost center. Dan emphasized the importance of demonstrating how it protects their business, mitigates risks, and ultimately supports their growth objectives.
- Proving ROI: MSPs need to clearly communicate the effectiveness of their services. This means speaking the language of the customer, and not overwhelming them with cyber jargon. MSPs need to communicate not only tangible outcomes but also offerings aligned with the client’s specific goals.
Dan also stressed the critical role of customer engagement and experience in driving sales and retention. Tailored interactions, built around the unique needs of each client, are key. Whether addressing compliance requirements, mitigating risks, or navigating insurance complexities, MSPs that focus on these factors build trust and long-term relationships. These strong partnerships often lead to enhanced client loyalty and steady growth.
Demonstrating Value and Managing Client Success
Laura Spanski, a seasoned Customer Success Specialist, highlighted the often-overlooked importance of maintaining strong client relationships after the sale. Her approach centers on proactive engagement and using every interaction as an opportunity to build trust and loyalty.
- Client-to-Success Ratios: Laura emphasized that the ratio of clients to customer success managers (CSMs) should match the complexity of the services provided. For smaller clients, one CSM may handle a broader portfolio, while larger or more complex clients require a more focused ratio to ensure they receive adequate support.
- Proactive and Personalized Engagement: Regular check-ins, personalized touches like handwritten notes, and even a thoughtful gesture during renewal cycles can strengthen client bonds. Laura highlighted that there are two particular cases where clients need special attention: when they either are producing too many tickets or too few tickets.
Laura also framed challenges as opportunities:
- Turning Problems Into Wins: Resolving issues effectively and transparently can deepen trust. In cases where grave mistakes have been made, it’s best to be transparent, accept responsibility, and make a personal visit. In some cases this will even lead to the customer becoming a referral despite a bad experience.
By focusing on both measurable results and meaningful connections, Laura underscored how managing client success is as critical as acquiring new business. She also underscored the importance of managing references by maintaining custody over the list of references and checking in with refences before sharing them with leads.
Conclusion
IT Nation Connect offered valuable insights for MSPs, but also for Lumu. Engaging with such a diverse and experienced community highlighted new perspectives and reaffirmed the importance of collaboration in helping MSPs address today’s cybersecurity challenges. As the industry evolves, these shared learnings will undoubtedly shape how we all move forward together.