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Welcome to "Beyond the Dashboard" - your one-stop podcast for all things related to KPIs and metrics in the Managed Service Provider (MSP) space. In today's data-driven world, we understand that numbers matter. But what matters even more is understanding those numbers and knowing how to leverage them for the growth of your MSP business. That's where we come in. Every week, we delve into the vast sea of data and bring you insightful discussions about the key performance indicators (KPIs) that ...
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In this episode of Beyond the Dashboard, we're joined by Gray Mabry, CEO of iVenture Solutions, to discuss their innovative approach to measuring customer satisfaction. Gray shares insights on their "Customer Persona Score," a metric that goes beyond traditional NPS and CSAT scores. Discover how iVenture Solutions: Analyzes communication data to as…
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Are you keeping pace with email marketing benchmarks in the MSP industry? In this episode, we dive into the key metrics and KPIs MSPs should track to optimize their email campaigns. We break down the email marketing funnel, including list size, open rates, click-through rates, and more. Learn the industry averages in each area and evaluate how your…
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Testing and Refining Your Website for Maximum Conversions Are you looking to grow your managed IT services business? In this episode, we dive into proven strategies to boost conversions and sales from your website. We discuss: The importance of tracking and optimizing your website's conversion rate Best practices for A/B testing call-to-action butt…
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Get More 5-Star Reviews and Boost Your Credibility As an MSP, positive online reviews are critical for establishing trust and credibility with potential clients. In this episode, we dive into the #1 most important marketing KPI - customer reviews. You'll learn: The 3 main platforms to focus your review efforts (Google, Facebook, LinkedIn) Creative …
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Maximizing MSP Sales: Improving Conversion Rates The hosts discuss the inherently slow sales cycle of most Managed Service Providers (MSPs), leading to low lead conversion rates. Paul Green highlights the importance of pre-qualifying prospective clients and improving the sales process. He stresses personalized and efficient sales meetings rather th…
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Streamlining Business Operations Through Lead Time Metrics Wim explores the important metric of lead time - the total time from initiating a task to completion. He explains how lead time matters more than just time spent on work. By minimizing lead time, MSPs can operate more efficiently. Strategies include pricing consistency, automation, and cros…
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Improving Flow Efficiency for Better MSP Performance Wim explains the concept of flow efficiency, using an office migration example. He discusses how efficiency depends not on number of tickets, but on time spent usefully working on a project. MSPs should focus on work performed rather than individual workloads. Addressing one ticket at a time impr…
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Deciphering the Lead to Appointment Conversion Rate in Sales In this informative conversation, the speakers delve into the concept of lead to appointment conversion rate, a measure of a sales team's effectiveness in turning leads into scheduled appointments. The speakers highlight that the conversion rate can depend on factors like geography, busin…
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Understanding and Maximizing Your Customer Acquisition Cost (CAC) for Business Growth In this episode, Vince Crisler discusses the importance of tracking the cost of customer acquisition (CAC) for businesses, particularly SaaS and MSPs (Managed Service Providers). They delve into calculating CAC, including factors such as marketing, onboarding, dem…
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Understanding and Improving Work In Progress (WIP) Wim discusses the important metric of Work In Progress (WIP) and how it impacts managed services providers (MSPs). He explains how WIP refers to tasks currently being worked on across departments. By reducing WIP, MSPs can increase productivity and improve workflow. Strategies include cross-trainin…
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Transforming Your MSP Business by Tracking New Sales Appointments Paul Green discusses the importance for Managed Service Providers (MSPs) to focus on procuring quality sales appointments. He asserts that many MSPs struggle in this area. To improve, Paul recommends a process that starts with identifying leads and converting them into prospects. Int…
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Boosting Performance through Throughput Wim discusses how throughput is a key metric for businesses to monitor. Similar to manufacturing, throughput measures output and capacity utilization. By tracking throughput, companies can identify bottlenecks reducing productivity. Wim explores strategies to optimize throughput such as training, automation a…
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Understanding the Difference Between Leads and Prospects in MSP Marketing In this discussion, Paul Green clarifies the difference between 'leads' and 'prospects' in the context of Managed Service Providers (MSPs) marketing. A lead is anybody engaging with your marketing in some way, such as a LinkedIn connection or newsletter subscriber. In contras…
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Understanding Business Metrics: The Importance of Profit and Loss Management Dave Sobel highlights the importance of understanding profit and loss (P&L) as the key indicator of a business's wellbeing. P&L is the main metric to which all others relate. He outlines his approach to explaining P&L to vendors and supply partners, emphasizing revenues an…
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