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Implementing new IT systems or infrastructure is costly, time-consuming and can have an adverse impact on normal business activities. It’s a frustrating and mammoth task; starting from scratch and investing in resources for setup and training. Consequently, business owners tend to hold onto legacy systems for a lot longer than they should.

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Being an MSP is like playing piggy-in-the-middle all the time; caught between demanding customers on one side, and third-party suppliers whose offerings you’re trying to stitch together and add value to, on the other.

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Experiencing an outage or service degradation usually results in several disconnected monitoring systems reporting multiple potential causes. Meaningless events drown out the definite root cause of an issue due to lack of visibility and disjointed information, leaving you to only notice something is wrong when your customer logs a support ticket or make a complaint.

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Nowadays it seems you can’t scroll through LinkedIn or Twitter without seeing at least one post related to Artificial Intelligence. Although AI has existed for decades, it’s been hyped a great deal more recently because breakthroughs in both software and hardware have allowed the pace of development to accelerate. We already know it’s a technology that has incredible potential. But there’s also a level of fear involved.

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The customer journey in the Managed Services lifecycle is complex. Due to the intricacy, there should never be an end to your interaction with your customers. The more communication directly results in customers feeling more valued. And valued customers tend to enable higher retentions which drives better results in recurring revenue performance.

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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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