A look at the strategies, services, and success tips IT providers need to make it big in managed services from two of the industry’s most experienced MSP authorities, Erick Simpson and Rich Freeman of Channel Mastered
Erick and Rich discuss how recent news from ScalePad underscores the growing trend toward managed service tool makers building integrated platforms with shared data layers and why it matters, as well as three ways MSPs can differentiate themselves in a crowded marketplace. Then, in an MSP Chat first, Erick goes from co-host to interview guest for a segment in which Rich asks him to share hidden gems of advice for the audience in growth, pricing, hiring, retention, and more. And finally, one last thing: Some surprising (and scary) facts about Joey Chestnut’s new world record in hot dog eating. Discussed in this episode:ScalePad is running a platform play of its ownTop dog Joey Chestnut beats his archrival and his own hot dog-eating world record
9/13/24 • 60:29
In this special bonus episode of MSP Chat, sponsored by Sxipher, Erick and Rich discuss how integrated MSP tool stacks appear to produce higher sale valuations and how and why to get serious about IoT management. Then they’re joined by Christophe Reglat, CEO of Sxipher, and Lisa Bryant, Sxipher’s CRO, to explore the pen test challenge and opportunity for MSPs and the value of integration in cybersecurity. And finally, one last thing: The critical hole, as it were, in a criminal mastermind’s escape plan. Discussed in this episode:It’s all about efficiencyGenesis Autonomous Deep Learning AI Penetration Testing by SxipherAfter months on the run, a murder suspect falls through the ceiling and into custody
9/10/24 • 78:52
Erick and Rich discuss why it’s not just smaller MSPs buying into MDR services and other outsourced security offerings and three keys to effective communication with clients. Then they’re joined by West McDonald of AI consultancy GoWest.ai to discuss making real money in AI through business process optimization. And finally, one last thing: Evidence that raccoons have trouble distinguishing Tesla Cybertrucks from dumpsters. Discussed in this episode:Managed SaaS Alerts now. Managed everything later?Canalys: Managed cybersecurity services face an existential threatGartner Forecasts Global Information Security Spending to Grow 15% in 2025West McDonald on LinkedInGoWest.ai home pageLatest episode of West McDonalds Assessments and Insights podcastRacoons Mistake Cybertruck For A Trash Can
9/6/24 • 54:54
Erick and Rich discuss why the time for MSPs to get serious about online marketplaces is now and three tips for managing growth. Then Rich is joined by Colleen Kapase, Google’s global channel chief, and Sharon Prosser, Google’s VP of SMB cloud sales, for a view from atop one of the world’s largest tech companies on the opportunity for MSPs in AI. And finally, one last thing: Hellmann’s says everything’s better with mayonnaise, including cologne. Discussed in this episode:Canalys: Hyperscaler cloud marketplace sales to hit US$85 billion by 2028Google Partner Advantage websiteGoogle Partner HubGoogle Cloud blogHellmann's Mayo Cologne Is Enjoyable For All The Wrong Reasons
8/30/24 • 68:46
Erick and Rich discuss why securing SaaS applications is harder than it ought to be and three techniques MSPs can use to up their cost tracking and management game. Then Rich is joined by Tim Conkle, CEO of The 20, for an insider’s take on the current M&A landscape in managed services, the pros and cons of selling to private equity, and what the future holds for smaller MSPs in an industry filled with bigger and bigger competitors. And finally, one last thing: Proof that mayonnaise makes everything better, including nuclear fusion. Discussed in this episode:It’s all about APIs for SaaS AlertsThe 20’s VISION ’24 event siteTim Conkle’s email address: tconkle@rolandtech.com
8/23/24 • 77:38
Erick and Rich discuss why MSPs shouldn’t let generative AI’s recent slide toward Gartner’s Trough of Disillusionment stop them from investing in what will still—eventually—be a big potential money maker for them, as well as critical best practices for nailing the all-important new client onboarding process. Then they’re joined by Dave Sobel, host of the Business of Tech podcast, for a free-ranging conversation about benchmarking MSP performance, the future of SaaS management, vendor consolidation, and more. And finally, one last thing: Perfume for dogs. Discussed in this episode:Dave Sobel’s Business of Tech podcastSilicon Valley’s Trillion-Dollar Leap of FaithAI Infrastructure Spending Forecast to Be Over a Trillion Dollars Over the Next Five Years, According to Dell'Oro GroupS&P Global Market Intelligence Foresees Rapid Expansion of Generative AI Software Market by 2028 to $52.2 BillionCanalys analyst Jay McBain on channel attitudes toward AI‘Delicate, authentic, charismatic’: Dolce & Gabbana launches €99 dog perfume
8/16/24 • 77:41
Live from CompTIA ChannelCon 2024, Erick and Rich discuss the importance of finding time to research leading-edge technologies like IoT and blockchain and what vendors can do to earn the trust of MSPs. Then they’re joined by Carolyn April, CompTIA’s vice president of industry research, for more talk about the evolving nature of vendor-MSP relationships in today’s channel. And finally, one last thing: cocaine shark!Discussed in this episode:No, Really, IoT’s for Real This TimeBlockchain or BustCompTIA Volley (podcast)
8/9/24 • 64:18
Missed CompTIA’s ChannelCon event this year? You’re in luck. Erick and Rich have included the session about building successful relationships with members of the IT media (like Rich) in this episode of the show. That comes after a discussion of the MSP opportunity in AI infrastructure and compliance, and before one last thing: an AI robotics innovation that’s hard to beat for sheer nightmare-inducing creepiness. Discussed in this episode:The AI Goldmine Hiding in Plain SightA robot gets a face of living ‘skin’ that allows it to smile
8/2/24 • 62:14
In this special bonus episode of MSP Chat, sponsored by SuperOps, Rich kicks things off by sharing some alarming findings from the new SuperOps State of MSP Efficiency 2024 report, including that a quarter of MSPs don’t have a PSA, over a third don’t track non-billable labor, and over half say they don’t have a way to measure operational efficiency. Erick’s tip of the week then explains why those facts are holding MSPs back and what to do about it. Then your hosts are joined by SuperOps channel chief Juan Fernandez and Nancy Henriquez, the company’s head of U.S. community, for a conversation about the meaning and value of business intelligence for MSPs that may change how you define that term going forward. And finally, one last thing: A visit with Sara, the AI bartender. Discussed in this episode:SuperOps State of MSP Efficiency 2024 ReportSuperOps partners with Pax8 to become the first PSA-RMM platform on the marketplaceScreen-shots anyone? AI bartender debuted in hotel near Disney World
7/30/24 • 80:14
Erick and Rich discuss the coming “supercycle” of PC sales and three techniques MSPs can use to manage remote employees. Then they’re joined by Elisabeth De Dobbeleer, vice president of the Cisco Partner Program, and Ken Seitz, Cisco’s senior director of partner managed and XaaS sales, for a discussion of underleveraged revenue opportunities in security, networking, and beyond, plus the role partner programs can play in helping MSPs pursue them. And finally, one last thing: How a potty-mouthed parrot found a new loving, home. Discussed in this episode:Canalys analyst Jay McBain on the PC sales “supercycle”The Cisco partner programCisco partner managed servicesCisco partners LinkedIn siteElisabeth De Dobbeleer on LinkedInKen Seitz on LinkedIn
7/26/24 • 66:47
In this special bonus episode of MSP Chat, sponsored by Acronis and its new MSP Academy, Erick and Rich discuss how the XDR solution Acronis recently introduced underscores important cybersecurity trends and three tactics for overcoming the ongoing shortage of MSP talent. Then they’re joined by Acronis President Gaidar Magdanurov for an in-depth conversation about the value of education for MSPs and how vendors can help their partners address education pain points and opportunities. And finally, one last thing: if you’ve been putting something off until hippos fly, that day has now arrived. Discussed in this episode:Acronis joins the XDR clubAcronis MSP AcademyHippos might fly: UK research discovers animal can get airborne
7/23/24 • 83:04
Erick and Rich discuss why MSPs should give outsourcing some of their tech work overseas a second look, and the secrets to preventing project creep and seep. Then Rich is joined by MJ Shoer, CompTIA’s Chief Community Officer, and CompTIA members John Harden and Carrie Green to discuss the power of community in the SMB channel. And finally, one last thing: the surprisingly long tail enjoyed by floppy disks in Japan and Germany. Discussed in this episode:Channelholic: Going global gets a lookThe Secret to Building Winning Global Teams: How to Leverage Offshore Talent to Exponentially Increase Profitability and Valuation, by Sunny Kaila, CEO, IT By Design5 Questions with John Harden: 2024 CompTIA Community North America Future Leader Award Winner5 Questions with Carrie Green: 2024 CompTIA Community North America Community Leadership Award WinnerCompTIA ChannelCon 2024 home page and registration
7/19/24 • 85:34
Erick and Rich discuss Pax8’s budding IT management stack and how MSPs can keep pace with evolving customer expectations. Then they’re joined by Kaseya CEO Fred Voccola for a wide-ranging conversation about trends in security and AI, the initial market reception to the Kaseya 365 solution introduced earlier this year, and the “monster, monster, monster” announcement Kaseya will make in October. And finally, one last thing: why Erick and Rich may be accessories to a copyright infringement crime. Discussed in this episode:Pax8’s first IT management stackFollow-up post on Pax8’s IT management stackWhat’s Bigger Than Kaseya 365?AI’s Most Ambitious Music Generators Accused of ‘Massive’ Infringement In New LawsuitEpisode 20: Cracking the Code on MSP Relationships (the part about Suno begins around the 1:02:50 mark)
7/12/24 • 86:02
Break out the fireworks! Erick and Rich are joined by Channel Mastered PR guru Bill Robbins to dispel common misconceptions about public relations and lost opportunities to benefit from it. That comes after a discussion of what the coming appearance of “mega MSPs” means for smaller ones and three smart ways for MSPs of any size to differentiate themselves from competitors. And finally, one last thing: why people lined up for hours in Boston to see a very stinky flower. Discussed in this episode:The Mega MSPs Are ComingSix Channel PR Misperceptions You MUST Avoid
7/5/24 • 53:15
Erick and Rich discuss data from ConnectWise unit Service Leadership detailing the advantages MSPs backed by private equity enjoy relative to independently owned competitors, and how those independently owned providers can fight back. That’s followed by three tips from Erick on avoiding customer churn and an interview with Marty Falaro, EVP and COO of Wasabi Technologies, about the big and underappreciated opportunity in storage generally and cloud storage specifically. And finally, one last thing about the disappointing results when researchers at Google asked generative AI platforms to write them jokes. Discussed in this episode:Hard data on private equity-backed MSPsWhat happened when 20 comedians got AI to write their routines
6/28/24 • 68:49
Erick and Rich discuss ConnectWise’s stealthy step into the XDR market and how to set strong, effective Q3 business growth goals. Then Rich is joined by Gerwai Todd, CEO of Pia, to explore the present and future of AI as an operational efficiency tool for MSPs. And finally, one last thing about a thrift store shopper who bought a 2,000-year-old Mayan vase for a mere $3.99. Discussed in this episode:Of ConnectWise, Security, and Ducks$3.99 thrift store find turns out to be nearly 2,000-year-old Mayan vase
6/21/24 • 65:54
Erick and Rich discuss Pax8’s ambitious new online marketplace and how to turn lost deals into future sales. Then Dave McQuarrie, chief commercial officer at HP Inc., joins in to explore often underappreciated AI-related revenue streams for MSPs in PCs and print (yes, print!). And finally, one last thing: how interacting with an AI chatbot version of you in the future can talk you out of dumb mistakes today. Discussed in this episode:Pax8 Unveils Next Generation Marketplace ExperienceThere’s a Red-Hot SMB Market Opportunity in…Print?!?
6/14/24 • 74:03
Erick and Rich discuss research from Sophos that suggests security vendor and tool consolidation are on the rise as well as the importance of keeping your messaging aligned with your target market as it evolves over time. Then they’re joined by Craig Fulton of Evergreen Services Group and Peter Melby of New Charter Technologies for a rare buy-side insider’s take on the M&A landscape for MSPs. And finally, one last thing: A story from Virginia about a lucky woman who beat odds even worse than hitting the lottery. Discussed in this episode:Cybersecurity Skills Shortage Is Ranked as the Biggest Risk to MSPs and Their ClientsTo Rollup or Not to Rollup? That is the Question for MSPsFortune cookie numbers earn Va. woman $50,000 Powerball prize
6/7/24 • 91:23
Erick and Rich discuss the issues (hint: they mostly concern AI) making data security posture management a hot new revenue opportunity and how to turn local networking events into marketing goldmines. Then they’re joined by JB Fowler of Domotz for a look at how hybrid work and the Internet of Things are changing networks and network management. And finally, one last thing: How a Japanese village employed creative obstruction to get rid of obnoxious tourists. Discussed in this episode:Why “DSPM” Was the Acronym to Watch at This Year’s RSA ConferenceTo fend off tourists, a town in Japan is building a big screen blocking the view of Mount Fuji
5/24/24 • 60:41
Episode 24: This Changes EverythingSide by side in person at the recent Kaseya Connect Global conference in Las Vegas, Erick and Rich chew over the disruptive, industry-shaking implications of the new Kaseya 365 subscription and why K365 is one more reason for MSPs to assess their current tool and solution stack, just as they should be doing periodically anyway. Then they’re joined by Dave MacKinnon, N-able’s chief information security officer, to discuss what tabletop exercises are and why every MSP should be doing them. Important listening! And finally, one last thing: a cicada invasion in South Carolina so loud that residents were calling 9-1-1 about the noise. Discussed in this episode:Bonus Post: Kaseya Bids to Shake Up MSP Economics with Kaseya 365Cicadas are so noisy in a South Carolina county that residents are calling the police
5/18/24 • 57:30
Erick and Rich discuss the federal government’s Secure By Design pledge, a modest first step toward getting software and hardware makers to adopt security best practices they should have embraced long ago, as well as the many rewards of hosting open house gatherings for your customers. Then they’re joined by Rob Scott of Monjur for an eye-opening look at how using AI internally or providing AI services to your clients can expose you to legal risk if you don’t update your MSA. And finally, one last thing: a Florida Man’s less-than-ingenious scheme to bring snakes on a plane. Discussed in this episode:The Secure By Design pledge has a shotSecure by Design PledgeThreading the AI Risk/Reward NeedleSnakes almost on a plane: TSA discovers a bag with small snakes in passenger’s pants
5/17/24 • 62:16
Erick and Rich discuss the security-related dangers of selling AI services, and why mitigating them is a smarter move than sitting on the sidelines, as well as why it may be time to hit the reset button on your website. Then, in a first for MSP Chat, your hosts join Eric Anthony, of the All Things MSP podcast, for a simulcast conversation about what the new channel ecosystem means for MSPs and their vendor relationships and much, much more. And finally, one last thing: How a U.K. attorney finalized a client’s divorce by mistake, and why the government refused to undo the error.Discussed in this episode:All Things MSPThreading the AI Risk/Reward NeedleWrong couple get divorced after solicitor ‘clicks wrong button’
5/3/24 • 77:26
In this special bonus episode of MSP Chat, sponsored by SuperOps, Erick and Rich discuss TD SYNNEX’s plans to help its partners get into the market for sophisticated AI solutions, and the reasons MSPs need to stop talking about technology outcomes with clients and start talking about business outcomes instead. Then they’re joined by SuperOps channel chief Juan Fernandez for an insightful look at the mindset and toolset changes MSPs must make to keep pace with evolving customer needs. And finally, one last thing: how AI helped a Finnish coffee roaster create a new blend that apparently doesn’t taste like a hallucination. Discussed in this episode:TD SYNNEX Cuts to the AI ChaseA coffee roastery in Finland has launched an AI-generated blend. The results were surprising
5/1/24 • 59:48
Erick and Rich discuss why recent research suggests that AI, “junk-gun ransomware,” and massive threat volumes suggest that security services will be in high demand among SMBs for some time to come. Then their colleague Charlene, Channel Mastered’s CMO, joins in to discuss the secrets behind the industry’s best partner programs. Hint: it’s more about people than spiffs. And finally, one last thing: An Italian restaurant’s wildly successful strategy for getting customers to surrender their phones while dining. Discussed in this episode:Artificial Intelligence Gives Security Teams the Upper Hand, “2024 Cyberthreat Defense Report” FindsCheap, Independently Produced ‘Junk Gun’ Ransomware Infiltrates the Dark Web, Sophos FindsGenAI Drives 1,760% Surge in Business Email Compromise (BEC) Attacks, According to New Report by Perception PointMore than Half of Generative AI Adopters Use Unapproved Tools at Work73% of Security Professionals Say They’ve Missed, Ignored or Failed to Act on a High Priority Security Alert MSP Association of America (use code “MSP10” for 10% enrollment discount)
4/26/24 • 65:35
Erick and Rich discuss Google’s big push into the channel generally—and SMB channel specifically—to attract AI partners, and the two magic questions MSPs should never end a sales meeting without asking. Then they’re joined by Canalys analyst Jay McBain for a fascinating look at how selling to millennials, competing with accounting firms, and other long-term trends will require MSPs to upend many of their most settled assumptions. And finally, one last thing: what happened when a Scottish train passenger mistook a cosplaying Star Wars stormtrooper for a security threat. Discussed in this episode:Bonus Post: Google Has a Lot of Partners. It Wants a Lot More.Platforms are the winners on Wall Street. How do you move from being a Channel Chief to a Platform (Ecosystem) Chief?Reported armed man at Scottish train station was 'Star Wars' Stormtrooper
4/19/24 • 78:54
Erick and Rich discuss the larger lessons for the channel in Gmail’s 20th birthday and how to use speaking appearances—especially at in-person events—to boost your credibility with customers, vendors, and peers. Then they’re joined by Channel Mastered colleague Mark Crall for an informed, in-depth conversation about what MSPs value most in a vendor. And finally, one last thing: A bluegrass theme song for this show written and performed by AI.Discussed in this episode: Building Blocks of MSP Channel Success Part 1 – Customizing Partner ProgramsBuilding Blocks of MSP Channel Success Part 2: Cracking the MSP CodeBuilding Blocks of MSP Channel Success Part 3: MSP Sales Hiring 101Song: Down Home with MSP ChatSong: The Joy of MSP Chat
4/12/24 • 69:46
With Erick back in the saddle after a two-episode absence, he and Rich discuss the importance of N-able’s recent decision to build a cutting-edge ecosystem of cross-app integration partners. Then Erick walks you through how to use cyber insurance requirements as a tool for getting tight-fisted clients to say yes to an enhanced cybersecurity stack. That’s followed by an interview with the fascinating Jesse and Reese Tuttle, of AP2T and Compliology, to discuss deepfakes and other next-gen phishing risks, why many security awareness training solutions fail to address them, and what MSPs should do to better protect their customers. And finally, one last thing: a contest that inspired a crowd of Parisian waiters to move fast for a change. Discussed in this episode:N-able Joins Team EcosystemHurry up and wait: Servers speed-walk through Paris, reviving a century-old race
4/5/24 • 76:33
Erick’s out again this week, so Rich is joined by co-host James Kernan, Channel Mastered’s Chief Leadership Strategist, to discuss changing tech talent hiring conditions and what MSPs should do about them. Then James shares a three-part tip of the week on why successful MSPs stay positive, stay connected, and are always, always marketing, and Acronis President Gaidar Magdanurov provides an insider’s take on how AI and other trends are changing the security threat landscape and creating new security revenue opportunities for MSPs. And finally, one last thing: an inspiring tale of two sanitation workers going above and beyond the call of duty to help a New Yorker find her lost wallet in a truck full of garbage. Discussed in this episode:Latest data shows little movement in tech industry employment, CompTIA analysis findsService Leadership Releases Groundbreaking Results in its 2024 Annual IT Solution Provider Compensation ReportGartner Survey Finds Just 46% of Employees Are Satisfied with Their Career DevelopmentNew York woman's missing wallet found in mound of trash
3/29/24 • 62:33
Erick’s out this week, so Rich discusses five top things the most successful MSPs today have in common, according to CompTIA, with special guest host and Channel Mastered CRO Mark Crall instead. Then Mark (who is also a former MSP from the industry’s early days) shares two tips on driving employee satisfaction and loyalty. And stay tuned, as Rich discusses obstacles that prevent MSPs from capitalizing on the “blue ocean” opportunity in compliance and strategies for overcoming them with Carl Bjerke, of compliance vendor Compliancy, in an interview recorded earlier alongside Erick. And finally, one last thing: The miracle putt that won an Auburn University basketball fan a free Toyota. Discussed in this episode:My Fellow Channelholics, The State of the Channel Is…Auburn student makes a 94-foot, length-of-the-court putt and wins a car
3/22/24 • 50:18
Erick and Rich talk about the underappreciated opportunity for MSPs in managed print and run through a few of the secrets to improving relationships between MSPs and vendors. Then they’re joined by Axcient VP of Marketing Bryce Roberts for an insightful conversation about the many ways to do more for your customers and make more for yourself with BDR. And finally, one last thing: An attempt in St. Louis to break the Guinness World Record for wearing underwear on your head. Discussed in this episode:There’s a Red-Hot SMB Market Opportunity in…Print?!?Museum attempts world record for underwear worn on head
3/15/24 • 64:20
