Featured Articles

  1. Writing Contracts That Avoid Legal Disputes
    11/1/2018

    Even if a contract dispute doesn’t go to court, it can cost a services provider tens of thousands of dollars, thousands of labor hours, and many sleepless nights.

  2. Retail Resellers: Build Your Business Around Hardware, Not On It
    11/1/2018

    Instead of lamenting over shrinking hardware margins, Technology Recovery Group (TRG) continues to diversify with unique offerings that keep its tier-one retail clients coming back for more.

  3. How Does Your Operational Efficiency Stack Up?
    11/1/2018

    Research from CompTIA suggests that channel partners transforming to meet customer demand, onboard emerging technologies, and move to the cloud are also putting stress on operational efficiency.

  4. Growth Doesn’t Happen In Your Comfort Zone
    11/1/2018

    Retail tech VARs: Here’s your chance to steal a page from a titan’s playbook. MSPs: Here’s your chance to go after some business that 99.9 percent of the retail tech VARs who read this will ignore.

  5. Follow The Friction
    11/1/2018

    Robert Stephens is the founder of Geek Squad, the innovative IT services company that began as a one-man-on-a-bicycle shop before he sold it off to Best Buy, where the iconic brand became the cornerstone of the mega-retailer’s $3 billion+ services business and where Stephens eventually became CTO. We sat down with Stephens — who’s since left Best Buy and launched a voice and text chatbot platform called Assist — at the SolarWinds Empower conference this fall. Among other things, we talked about leading growth in the IT services space. Here’s a snapshot of our conversation.

  6. IT Services Marketing Isn’t About Selling Anything; It’s About Building Trust
    11/1/2018

    As someone who spends a lot of time talking with technology business owners about the problems they’re facing and the challenges they’re trying to solve, I believe one core idea seems to crop up, time and again. It came up in conversation as recently as the other day, actually.

  7. Selling From A To B: The Shortest Distance Between “Problem” And “Solved”
    11/1/2018

    An A-to-Z library of dozens of sales books isn’t required reading, because I’ve found that my students don’t need encyclopedic knowledge. They need a mental map to lead the customer from Point A — the customer’s current frustrating condition — to Point B — the customer’s desired business outcome. Lewis Carroll once observed that if you don’t know where you’re going, any road will take you there. My corollary: If you know where you are in the buyer’s journey, you will know exactly what to do next. The measure of how well your distributors and vendors assist you in moving along the journey is channel value.

  8. Acquiring An IT Services Business: Guide For First-Time Buyers
    11/1/2018

    Mergers and acquisitions have been a hot topic in the IT services space for quite a while now, and it will continue that way for years to come. M&A is alluring, intriguing, risky, rewarding, and much more art than it is science and legalese.

  9. 5 Security Vulnerabilities That Leave The Protectors Unprotected
    11/1/2018

    In April of this year, I authored a Channel Executive article detailing basic steps MSPs should consider when transitioning to security-centric services. These steps included increased security training for team members, general legal concerns, framework considerations, and several other logistical variables.

  10. Calculating And Understanding Service-Level Metrics
    11/1/2018

    When thinking about metrics in your IT business, many IT services providers go directly to the service desk. How many endpoints did we touch? How quickly are tickets resolved? Did we meet our SLA 100 percent of the time? These metrics are important for improving customer experience and internal SOPs. It’s no wonder they are at the top of the priority list.