Download the entire webinar for free: http://info.brightgauge.com/7-lessons-webinar After growing our MSP business 10x in 5 years, we often get questions about how to set up a company for growth. Learn more from our co-Founder & CEO, Eric Dosal, as he shares his top advice from the process of scaling and selling his MSP. Some of the topics Eric covers: - How to standardize your sales process - How investing in customer success impacted our growth - A practical way to identify your ideal customer - How to simplify your contracts

1. 7 Lessons From
Starting, Scaling & Selling
my MSP
presented by: Eric Dosal, Co-Founder, CEO BrightGauge

2. DISCLAIMER
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3. A Little About Me & My MSPRevenue
Time
$8.8MM
$800K
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Great Exit

4. #1 – Put a Sales Process in Place
Tip: Each Opportunity Must Have a Next Step!
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5. Monitor Your Sales Opportunities
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6. Tips: Sales Process
¨ Document what works for your best sales person(s)
¨ Break out the process into clearly defined steps
¨ Don’t get too complicated with v1
¨ Match your Opportunity Stages to each step
¨ Identify the right tasks to move to the next step
¨ Review regularly to identify bottlenecks
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7. #2 – Invest In Customer Success
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8. Exceed Expectations
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9. It’s About The Long Term Relationship
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10. Customer Retention is Key
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2% Churn 1% Churn .5% Churn -1% Churn
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11. Give them the KPIs to monitor
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12. Tips: Customer Success
¨ Focus on EXCEEDING Customer Expectations
¨ Buy in for this role must be top down
¨ They are your farmers & account managers
¨ They keep your accounts from churning
¨ Should be compensated on Account Growth
¨ Give them the KPIs to monitor
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13. #3 – Identifying Your Ideal Customer
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Banks
1. Security Concerns
2. Valued Reputation
3. Required IT Audits
SMB Services Firms
1. 40 +/- Users
2. Multiple Offices
3. Services Firm
Big Boys
1. 200+ Employees
2. Technology Based
3. Needing Flexibility
Analyze Your Current Customers & Specifically Your “BEST” Customers…
Then Ask Where They’re Friends Hang Out

14. Break Them Down Into 4 Buckets
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A - Customers
B - Customers
C - Customers
D - Customers

15. Objective Characteristics of Each
¨ Total Revenue Contribution
¨ Total Profit Contribution
¨ Types of Services They Leverage
¨ Referral Business Opportunity
¨ Perception Amongst Your Team
¨ Personality of the Client
¨ Payment History
¨ Soft Benefits (Logo, Market Importance, etc.)
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16. Game Plan For Each Group
¨ Group A
¤ What are the top 2 or 3 themes of this list
¤ Where do their friends hang out?
¨ Group B
¤ What qualities are they missing from Group A?
¤ Can you upsell / change relationship?
¨ Group C
¤ Do they bring enough incremental margin?
¨ Group D
¤ FIRE THEM TOMORROW
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17. #4 – Holding My Team Accountable
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18. Compuquip Scorecard
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19. www.brightgauge.com
One Major Problem…
No Accountability!

20. Accountability via Scorecards
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21. Real Time or Manual Updating
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22. Benefits of Accountability via Scorecards
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¨ Provides transparency of what to focus on
¨ Creates alignment with your team
¨ Holds each team member accountable
¨ Identifies problem areas quickly
¨ Keeps your team on track with your goals

23. #5 – Creating Healthy Competition
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24. Driving Competition the Right Way
Pros
¨ Increase employee engagement
¨ Almost immediate improvement
¨ Top dogs will shine
Cons
¨ Mandated play isn’t really “playing”
¨ Increase in cheating & cutting corners
¨ Novelty will wear off
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25. Driving Competition the Right Way
¨ Set team goals
¨ Must be transparent
¨ Get everyone’s buy in
¨ Explain each person’s impact
¨ Encourage teamwork
¨ Change them up
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26. #6 – Simplify The Contracts
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27. Tips: Simplifying Contracts
¨ Make the Contract a Marketing document
¨ Explain the VALUE they will get, not the techie work
¨ Simplify the T&Cs, they are just a hurdle
¨ 3 Year deals with 6 month termination clauses
¨ Don’t forget the annual increase 3% - 5%
To Learn More Watch: https://youtu.be/oqTG3O7WfSE
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28. Monitoring Your Contracts
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29. #7 – Connect With Your Customers
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31. Expanding Your Relationship
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Your Client Point of Contact
The Person That Signs Your Check
The Boss (El Jefe)

32. Onsite Customer Breakfast (every 120 days)
¨ Prescheduled in advanced
¨ Confirmed with 24 hours before
¨ Must include food (bagels or donuts)
¨ Must be in the morning
¨ Must review currently open issues (bring the list)
+ =
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33. Tips: Connecting With Your Customers
¨ Visit your customers regularly
¨ Client Satisfaction surveys are a MUST
¨ Give your customers a channel to communicate
¨ Share the positive with the team
¨ Address the negatives quickly and transparently
¨ Communicate the way they want to hear from you
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34. 7 Lessons From Scaling My MSP
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1. Standardize Your Sales Process
2. Invest in Customer Success
3. Identify Your Ideal Customer
4. Hold Your Team Accountable
5. Create Healthy Competition
6. Simplify Your Contracts
7. Connect With Customers

35. How BrightGauge Works – Jan ‘17
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36. BrightGauge by the Numbers – Jan ‘17
¨ 1,000+ Partners
¨ 11,000+ Active Users
¨ 15,000+ Active Dashboards
¨ 19,000+ Client Viewers
¨ Over-The-Top Support
¨ Dedicated Success Team
¨ Built by a MSP for MSPs
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37. Over 20 Integration Partners – Jan ‘17
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38. Resources to Learn More
1. Service Management Best Practices from Netrix IT
2. Sales Best Practices: How we grew our MSP 10x in 5 Years
3. How Investing in Customer Success Drove Our MSP Growth
4. Tips On Structuring Your Long Term Contracts
5. Sample Compuquip Managed Services Contract
6. How to Identify Your Ideal Customer to Grow Your MSP
7. Improving Your Business with KPIs
8. Best Practices on Designing & Using Dashboards
email me at edosal@brightgauge.com
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39. Resources to Learn More (Links)
1. http://info.brightgauge.com/customer-best-practices-webinar-service-management
2. http://info.brightgauge.com/sales-best-practices-webinar
3. http://info.brightgauge.com/how-investing-in-customer-success-drove-our-msp-growth
4. https://www.youtube.com/watch?v=oqTG3O7WfSE&feature=youtu.be
5. http://info.brightgauge.com/hubfs/Files/BrightGauge_ManagedServAgreement.pdf
6. https://www.youtube.com/watch?v=rpO4_3bjqIE&feature=youtu.be
7. http://info.brightgauge.com/kpi-101
8. http://info.brightgauge.com/dashboard-best-practices-webinar
Note: These links match up to the prior slide in case the others aren’t clickable
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40. Any Questions?
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Eric Dosal
Co-Founder, CEO
BrightGauge Software
edosal@brightgauge.com
Learn more: www.brightgauge.com/resources