Newsletter | November 25, 2019

11.25.19 -- How Recurring Revenue Informs Customer Service

 
Featured Editorial
Using Recurring Revenue To Identify Customer Service Opportunities And Risks
 
By Tom Sweeny

ServiceXRG founder and president Tom Sweeny examines the elements that contribute to the calculation of net recurring revenue and offers insights to identify the root causes of churn, attrition, and contraction.

Want To See More Success With Your Cold Outreach? It’s Simple: Be Human
 
By Nate Freedman

Nate Freedman, owner and founder of Tech Pro Marketing, sees one common and repeated cold outreach mistake. Here's how to avoid making it.

Listening And Respect In IT Customer Service
 
By Don Crawley

In the last installment of his series, IT communications expert Don Crawley discusses the virtues of intentionality about implementing the principles of good listening and respect in your work with customers and coworkers.

Articles
What An MSP Can Do To Protect Their Clients From The Dark Web
  Guest Column | By Kevin Lancaster, ID Agent

As an MSP or MSSP, you are doing your part to secure and monitor your client’s network and provide a seamless user experience. However, through no fault of your own, your clients and their employees are not making your job easier by creating credential-based blind spots that until now were hard to detect and mitigate.

4 Traps That Undermine Documentation Culture
Guest Column | IT Glue

Are you happy with the state of your company’s documentation? For most of you, I’m guessing there are some things you want to improve. And that’s the rub — having the best tool is a great start, but it’s not everything. The best documentation system in the game works best when there is a strong documentation culture to support it.

Using Cloud-Based Services And Integrations To Win Business
Guest Column | By Sean Berg, Shift4 Payments

Cloud-based services are having a major impact on how resellers approach, interact with, and help clients. But how can resellers use cloud-based services to win more business?

Understanding The Language Of Cybersecurity
Guest Column | By John Ford, ConnectWise

When you get started working around cybersecurity, it can sound like people are speaking a foreign language. Like most of the IT industry, cybersecurity has a language of its own. We’ve all become familiar with the basic security terms and aspects when we secure our personal data and information, but the deeper you go into the rabbit hole, the more technical things can get.

The Radicati Group Endpoint Security — Market Quadrant 2019 Report
White Paper | Webroot

An analysis of the market for endpoint security reveals top players, trail blazers, specialists, and mature players.