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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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Wireless networking is a common cause of business performance issues and customer complaints, with lengthy email exchanges and phone calls.

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According to the Channel Pro Network*, nearly half of IT channel companies say their SMB customers are using wireless technology that is at least eight years old. Ouch! 

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