Why You Need To Have Regular Reviews With Your Customers

By Dave Sobel, Director of Partner Community for MAXfocus at LogicNow

The business review is one of the most important tools in the successful managed services provider’s (MSP’s) toolkit, but deciding on the frequency of those reviews is a very individual things says Dave Sobel, director of partner community for MAXfocus at LogicNow

There are certain elements of being an MSP that are fundamental. First, the idea that delivering proactive IT services on a contractual basis is better for both customers and providers. Second, that technology tools like a remote monitoring and management (RMM) platform are required in order to be able to deliver those services. And third, that proactive management requires scheduled interaction with the customer, to do proactive business planning beyond the basics of delivering technology services.

To that end, the “Quarterly Business Review” (or QBR) is often cited as the best way to deliver that business planning service. Alternatively called the Customer Business Review (a name I actually much prefer), the basic concept is straightforward. Using the information provided by the MSP's toolkit, most importantly the RMM tool, the MSP will review the technology needs of the customer, comparing the current state of affairs to the customer's desired business need.

Please log in or register below to read the full article.