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Don’t be that service provider. Going above and beyond when prospecting and nurturing your leads, and then forgetting about them until renewal time. Offering exceptional assistance and support when deploying software onto your customers servers, and then leaving them to deal with poor performance or buggy behaviour. Promoting and closing a deal using the latest network technology, and then leaving it half-configured with the customer wondering why they feel let down.

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I stayed at the Hyatt Regency in Chicago a few years back whilst attending International Telecoms Week. On my last evening, upon having dinner in the hotel restaurant I was approached by a gentleman who asked me how my meal and stay was going. During the conversation, I learned that he was the Director of the Catering unit there, he took a genuine interest in our conversation about true customer service and knowing your customers by name. At the end of our discussion, he kindly offered me a complimentary breakfast for the next day, passing over a business card with his details.

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Net Promoter Score (NPS) measures the willingness of customers to recommend you to their friends; overall measuring their satisfaction of the service that you’re providing. Based on a scale from -100 to 100, scores higher than 0 are considered good and scores above 50 are considered excellent.

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Every service provider wants to generate as much revenue as possible, but at what cost? It’s a tough industry with the continuous competitor temptation that prospects and customers face; if your only goal is revenue generation, inevitably you won’t gain customer loyalty and retention. IT infrastructure is an integral part of almost every business, essential if the business is to thrive, and customers don’t want to see you as their ‘IT person’ draining their bank account without providing true value. They require a trusted advisor who will guide them now, and in the future to reach true business partnership and full potential for their enterprise.

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The effects of commoditisation are felt by everyone in the channel; service providers, vendors and distributors. It’s a tough task to differentiate your service offerings from the competition, maintain profit margins and stand out from the crowd in a marketplace where there is a constant influx of new players.

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Demand for managed services is at all all-time high; new managed service providers (MSPs) are continuously emerging in the marketplace as more small to medium enterprises hand over their IT needs, freeing up internal resources to focus on critical activities.

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