EP39 - Mastering Vendor Management: Strategies for MSP Success

All Things MSP

In this insightful episode of "All Things MSP," hosts Justin Esgar and Eric Anthony delve deep into the complexities and strategies of vendor management in the IT services industry. The episode begins with a nod to the podcast's sponsor, Super ops.ai, highlighting their role in the industry.

The conversation quickly turns to the challenges and opportunities of vendor relations, as highlighted by the IDC North America Partner landscape study for 2023. Justin shares his experiences and frustrations with vendor management, citing examples such as difficulty in finding vendor representatives and the challenges he faces when vendors fail to meet his expectations. He emphasizes the impact of poor vendor response in critical situations, like the incident he narrates involving a hosted QuickBooks service during an audit crisis.

Eric adds depth to the discussion by focusing on the importance of partner experience in vendor selection, supported by data from recent studies. He notes that a significant percentage of channel firms have ceased relationships with vendors due to poor partner experience practices.

Throughout the episode, both hosts emphasize the necessity of maintaining strong, genuine relationships with vendors and the impact of these relationships on business success. Justin shares anecdotes about customer service experiences and the importance of internal company culture in shaping vendor interactions. The episode concludes with a call to the podcast community to share positive experiences with vendors, aiming to foster a more positive and constructive dialogue in the industry.