Episode 30
Stuart Selbst, Industry Veteran
“Customer Success Starts with You”
Stuart Selbst is an Industry Veteran who has been on both sides of the table, MSP and Vendor. In our episode today we discuss how you can create a great customer experience if you concentrate on the journey.
About This Episode
Stuart Selbst joins us in today’s episode to discuss the customer experience and steps we can take to have long-term success. We begin the discussion talking about Stuart’s path from corporate IT, to MSP, to MSP Coach, to Vendor, and back to MSP.
We talk about the customer journey and how important it is to stay in front of your customers to drive long-term success, but that also requires the right individual to lead the customer relationship. We talk about a solid customer relationship breeding loyalty and financial reward for the MSP as the relationship becomes the gift that keeps on giving.
Stuart discusses how he had a client that he built such a strong relationship with that they asked to increase their fee. They looked at the value given and the long term need, and quickly realized they were not paying enough to ensure that the MSP (their trusted partner) would be there when called upon.
Robb shares how right now the hunters are looking for vulnerable relationships as COVID rages on. These relationships can be ripe for the picking. Stuart talks about how you can re-enagage with your clients and change perception.
OUR SPONSORS
Related Episodes
Robb, Tim, and Brian Chat About Commoditization and Competition
Episode 29 Commoditization and Competition During COVID The boys talk about how the market is responding to managed service sales teams durig the pandemic. Competition is getting tough as some vendors are fighting for survival and it has made this a buyers...
Peter Strahan, Lantech “Sometimes It Takes A Fire!”
Episode 28 Peter Strahan, Lantech, "Sometimes it takes a fire!" Peter Strahan is the Managing Director for Lantech located Dublin, Ireland. Peter shares with us a story of a disaster in the form of a fire that hit his customer's building and how in that moment...
Robert Cioffi, Progressive Computing “No man is an Island”
Episode 27 Robert Cioffi, Progressive Computing "No Man is an Island" Robert believes that success of your business and what can drive growth can be learned when you open yourself up and be vulnerable. While bravado and ego may lead people to launch an MSP,...