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In this hour Howie discusses the recent problems the Mass. State Police have encountered. During an interview, MSP Col. Geoffrey Noble was asked if the MSP had a culture problem, Col. Noble said they have "misconduct proliferation". See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In this episode of The IT Experts Podcast, I tackle one of the most common frustrations I hear from MSP owners every single week, the belief that MSP marketing simply does not work. I hear it constantly. Someone has tried an agency, a friend who knows social media, some pay per click, or a few Facebook ads, and each time the results fell flat. The real issue, as I explain, is not the tactic itself. It is the absence of a system that connects every activity back to booked calls and revenue.    I open by challenging you to interrogate your marketing agency with one question, how does what you are doing connect to more booked calls. I have found that many agencies do not understand the MSP model, focusing on surface level activity like website redesigns and vague positioning work rather than a measurable path to pipeline. Inside The MSP Growth Hub, this connection between activity and results sits at the heart of the New Client Runway framework I teach from day one.    I also address the MSP habit of leaning heavily on referrals. While steady referrals feel comfortable, I point out that this approach leaves owners exposed. If your biggest client leaves or a referral source dries up, you can lose a significant chunk of monthly recurring revenue overnight, with no backup plan in place. This is where account management, paired with consistent MSP marketing, becomes essential for protecting and growing your income.    A central theme of the episode is what I call the stop start marketing cycle. I describe the familiar pattern, a quiet pipeline triggers a burst of marketing activity, a referral arrives, focus shifts back to delivery, and a few months later, the cycle repeats. I call this Groundhog Day marketing and I link it directly to why so many MSPs remain stuck under a million pounds in turnover. Without consistent visibility, you never build the compounding authority needed to be recognised as the expert in your niche.    To fix this, I share five practical steps for building an effective MSP marketing system. The first is committing to a twelve-month runway rather than a three-month test, broken down into quarters and months so you know exactly what to focus on and when. The second is setting leading indicators, tracking visibility, conversations, and engagement rather than only watching for closed deals. I share a real example of a client who needed fresh leads, better numbers, and a profit first mindset, showing how leading indicators reveal what is really happening in your business.    The third step is building weekly consistency. I recommend posting on LinkedIn at least three times a week from your personal profile and a couple of times from your company page, alongside keeping your Google Business Profile updated. I remind you that people buy from people, and visibility builds the trust required before anyone books a call. I also stress that the money is in the follow up, encouraging you to stay professional, purposeful, and persistent with every new conversation rather than sending one message and giving up.    The fourth step is tracking pipeline momentum using our ONCAM framework, One New Client A Month, which helps you understand how many conversations and what conversion rate you need to hit your growth goals. The fifth step is treating MSP marketing as a genuine cost of growth, with a proper budget attached, reported on regularly alongside your other key performance indicators.    I close by reminding you that sustainable growth is built on visibility, not luck. I encourage you to step outside your comfort zone, commit to the process, and trust that consistent MSP marketing compounds over time into a stronger brand, a healthier pipeline, and a more confident position in your market.    Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.    Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK    And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.    If you're serious about growth and want to explore what this could look like for your MSP, you can book a Right Fit Clarity Call with us HERE.  OR   To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE  Until next time, look after yourself and I'll catch up with you soon! 

Carrie Hopkins, senior director of business development and sales for Exclusive Networks Canada Exclusive Networks describes itself as a specialist distributor — hyper-focused on cybersecurity and advanced networking, deliberately not trying to be everything to everyone. As the company makes a serious push into the Canadian market, In The Channel sat down with Carrie Hopkins, senior director of business development and sales for Canada, to talk about what that actually means in practice for Canadian partners. Hopkins walks through what Exclusive is building in Canada specifically — in-country finance and operations, and a prescriptive approach to partner recruitment that goes beyond adding names to a portal. Rather than waiting for partners to come to them, Exclusive analyzes what existing partners buy, what they conspicuously don’t buy, and builds outreach strategy around those gaps. We also get into Ignition, Exclusive’s newly launched cybersecurity channel incubator, which arrived in North America earlier this year. The program is designed to bring emerging vendors to channel partners with the vetting and enablement baked in — addressing a real problem for MSPs and VARs who are being pitched constantly by early-stage vendors and don’t have the bandwidth to evaluate them all. And then there’s the Westcon thread. Hopkins spent years at Westcon and Comstor before moving through vendor-side channel roles at Ixia, Infoblox, and Sisense. When asked whether Exclusive feels like the evolution of what Westcon was doing before North American distribution consolidated, her answer is worth a listen. – UPLOAD AUDIO Read Full Transcript ROBERT DUTT: Hello and welcome to In The Channel from ChannelBuzz.ca, bringing news and information to the Canadian IT channel community for the last 16 years. I’m Robert Dutt, editor of ChannelBuzz.ca and your host for the show. If you’ve been paying attention to the distribution landscape in Canada, you may have noticed that Exclusive Networks has been quietly building something. Exclusive is a global cybersecurity specialist distributor, and the emphasis on “specialist” is deliberate. They’re not trying to be everything for everyone. They focus specifically on cybersecurity and advanced networking, and they’re making a real push to make that model mean something in the Canadian market. My guest today is Carrie Hopkins, senior director of business development and sales for Canada at Exclusive Networks. Carrie’s background is worth noting. She spent years at Westcon and Comstor before moving through a series of vendor-side channel roles, and she brings that perspective to bear on what Exclusive is trying to build here. We talk about the state of play in Canada, the distributor’s recently launched Ignition cybersecurity incubator program, and whether what Exclusive is doing today is the evolution of what the specialist distributor used to look like in the market, or something genuinely new. Let’s get right into it. My chat with Carrie Hopkins. ROBERT DUTT: Carrie, thanks for taking the time. I appreciate it. CARRIE HOPKINS: Thank you, Robert. Great to see you. ROBERT DUTT: For listeners who may not be familiar with Exclusive Networks, how do you describe what you do differently from the broadliners? What does specialist distribution look like in practice, especially in a modern context? CARRIE HOPKINS: Yeah. So, Exclusive Networks Canada is hyper-focused on a very curated line card. We’re able to provide the right support structure to scale faster and win faster for our partners. We have programs both for our core vendor lines, as well as our new Ignition vendor lines, that will provide combined deep channel expertise, as well as hands-on enablement through our engineering team. ROBERT DUTT: You joined Exclusive, I guess, coming up a year now. What was the pitch that brought you in, and what were they asking you to build in Canada? What’s kind of the big goal? CARRIE HOPKINS: So, the big goal, obviously, with any business is revenue generation, but it’s also to improve our footprint geographically, nationally. We are also from an in-region support perspective, as well as improving the number of vendors that are selling into our partner community. To do that, we have to bring our partner community to the right vendors that will help them grow their business. So, that’s really what we’re focused on. ROBERT DUTT: You touched on geography and that. What were the gaps, both geographical and otherwise? Like, what did the Canadian market look like for Exclusive when you showed up? What were the gaps, and where has your focus been in this first year? CARRIE HOPKINS: Yeah, I think the biggest gaps were really more vendor alignment. Geographically, we do have people based from Montreal out to Calgary. So, we do have physical presence there to help our partners with feet on the street, but we tended to be a little bit more hyper-focused on a few of our top vendors. I think for the whole team, and what we’re seeing, is that by curating a better cybersecurity and network security vendor list, we’re able to give our partners more. We’re able to reach new partners that we haven’t talked to in the past because maybe they weren’t aligned to our top vendors. So, growing that vendor list has really helped us expand across the country. ROBERT DUTT: You spent quite a bit of time at Westcon and Comstor, which is probably the closest model I can think of to what Exclusive is doing that’s existed in the North American market. When you look at Exclusive now, do you see it sort of as the evolution of that model, or is it something genuinely different given the changing times? CARRIE HOPKINS: It’s actually funny that there’s a number of ex-Westcon-ers here now, and that’s what brought us all together, is that this is — it feels like the Westcon of the mid-2000s aughts. When we all were working there before 2010, it was just such a great vibe. We had great people that were aligned to vendors and to partners, and we all worked together really collaboratively. That’s what I’m seeing now. While Exclusive Networks Canada is our own entity — we have Canadian footprint, we have Canadian finance, we have Canadian operations and sales — we do work really collaboratively with our North American team, which includes people like Heather Allen and Andrew Warren, who are also ex-Westcon. We’re able to really remember the great times of building up that business and then to also bring it into this new era with all these great new vendors who are bringing something new and innovative to the market, as opposed to just the old traditionals. ROBERT DUTT: It’s not every day you get a chance to run it back, as it were. Keep it in that lane. Westcon obviously got absorbed into broadline here in North America, at least. Do you think the market lost something when that happened? And is what Exclusive is doing filling that gap? CARRIE HOPKINS: Agreed. I think so. I think with the broadline, of course, there’s some great people still there today who are really great at holding those relationships. But what happens with the broadline, of course, is you have so many vendors and you have so many partners, and you can’t possibly give the same level of touch and care and commitment that we can here when we’re keeping it under that 20-vendor mark. We’re able to really go after our partners with the right mix of vendors that aren’t over-distributed, I would say. ROBERT DUTT: So to that point, one of the fun things you’re able to do in the specialty distribution mode is embrace vendors who are a little bit earlier in the game, which brings us to Ignition, which just launched in North America. Cybersecurity channel incubator. Can you walk me through what that actually means? What does a vendor get out of being in Ignition, and what does a partner get access to? CARRIE HOPKINS: Yeah. For the vendors, we’re giving them — again, we’re giving our vendors a team of highly skilled distribution people that knows the market. Most of my employees here have been either in distribution or in service provider and resale in Canada for anywhere from six years to 15, actually, or more, for a couple of us. And so they’re getting a strong team. They’re getting a team with the right support structure. They’re getting dedicated SE support. So we have dedicated SEs aligned to each one of these vendors. And then they’re also getting an integrated hyperscaler pathway as well as we build out our hyperscaler go-to-market motion. So the partners that we align with, we will help them nurture, grow, and scale well, and also enabling our channel partners to differentiate because they’re bringing on something really cool and unique to be relevant and bring new value, whether it’s from vendor platform visibility or network detection and response, but done in a more unique way. We’re hoping that we can bring them that value. ROBERT DUTT: Looking at the initial North American cohort with ExtraHop, Zluri, Docker, Sendmarc, PagerDuty, Meter — that’s not all pure-play cybersecurity in the traditional sense. I’m curious, how are you defining the scope of what Ignition is about? CARRIE HOPKINS: Yeah. I think it has to fit with our partner mix as well. In Canada, our partners are possibly not as verticalized as in some other larger regions. In Canada, most of our partners, if they’re selling networking, they also will sell security, or they’re looking for that vendor that’s going to bridge the gap. So even though a vendor, for example, like ExtraHop — you might think of them as network detection and response, but there is a security play in there. There’s a security SOC play that works really well, and it helps our Canadian partners who are talking to the network team introduce a vendor that also connects them with the SOC. That could be said for Sendmarc as well. Again, you think of that as email demarcation points, which could lean into the networking team, but we need to talk to everybody. Our Canadian partners are talking to both sides of the fence, so we need to give them those vendors. ROBERT DUTT: Well, and yeah, it speaks to the moment too, in that security is part of every sale, but particularly every networking sale. CARRIE HOPKINS: Exactly. Yeah. ROBERT DUTT: From the Canadian partner perspective specifically, what does Ignition mean for them? Is it about giving them earlier access to emerging vendors, de-risking those bets with players who may be less familiar, something else? CARRIE HOPKINS: I think you hit the nail on the head. We’re doing all the research for them. I was speaking to a partner just yesterday at the Winnipeg Western Canada Information Security Conference, and he was saying that his inbox for his LinkedIn is filled with vendors reaching out saying, “Please, sell us.” How does an MSP or service provider decide which vendors they should engage in? We’ve done that heavy lifting for them. We’ve researched, we’ve determined that these are the right fit for the Canadian market and the US market, and we’re happy to bring them a more curated list. Again, let us do the heavy lifting. We also are getting our engineers trained, so it’s not just a team of people sitting in a room deciding that monetarily this is a good fit. These are our engineers who can speak to their engineers and show them exactly how this fits with what they’re selling. It also provides our partners with a really unique differentiated approach. They’re not selling that one vendor, they’re selling a combined solution. ROBERT DUTT: Yeah, I was going to say, how prescriptive, how in the weeds do you guys get in terms of, “Dear MSP, think about this vendor along with this vendor,” piggybacking the core vendors with the Ignition folks? CARRIE HOPKINS: That’s exactly the play. We’ve done extensive research on what are our partners currently buying from us, but also what aren’t they buying from us, maybe because we don’t sell it or they’ve chosen to go a different direction. What are their websites saying that they sell? We’ve taken all of that information, we’ve compared it with the new vendors that we’re bringing on, so we have an extensive list of top-priority partners that we feel are a great fit for multiple of these vendors. Then we have the next level down, so we’ve completely curated a target list of partners that we’re going to reach out to say, “We know you’re a business, we understand it. We think that Docker is the right next step for you,” or, “We believe that Zluri really fits when you’re selling A, B, and C.” ROBERT DUTT: This is North American in scope. How are you getting in front of those vendors and assessing where they are at currently in Canada and where you can step in, make introductions, ease path to market, those kinds of things? CARRIE HOPKINS: That’s one of the things that we find with the Canadian market is there’s not always feet on the ground with new vendors. That’s, again, where we step in. We do have feet on the ground. We’re learning about their solutions, so if they don’t have a local CAM, that’s us. That’s our job is to help them build their business and help them build the right business. Recruiting a lot of partners isn’t always the right first step. It’s recruiting the right partners who will embrace the technology, learn the technology, and help it lift. Then we can see what is the right number of partners for the technology in Canada today. We don’t want to flood the market. We want to make sure that all of our vendors have the right partners to properly serve the market. ROBERT DUTT: I’d imagine that dynamic’s also working in the other direction, in so much as you say, MSPs and other solution providers are being flooded with new vendors, especially in the security space. The fact that you guys are, to a degree, backstopping them — that you’ve done the vetting and you’re standing behind them — has to add something. CARRIE HOPKINS: Exactly. Yeah. ROBERT DUTT: Beyond Ignition, what can you tell me about the broader push for Exclusive in Canada right now? In terms of, you said you want to stay pretty strategic on vendor lines. What are you thinking about partner recruitment, headcount? Basically, where are you building right now? CARRIE HOPKINS: Yes. Building with headcount. Where we’re adding right now — in fact, this morning, we’re adding to our quoting and order management team because we never want to lose sight of one of our biggest values, which is our speed and efficiency and accuracy of our quoting. When it comes to distribution, you have to do the basics really brilliantly. We do that here. Sub-[time] turnaround on quote request, sub-[time] order management process. We are quick and efficient, full stop. We’re going to keep doing that. We’re going to add headcount to that. We’re opening up headcount in the second half of the year to help us really embrace all of the new vendors that we have on board. In the last six months, we’ve also onboarded vendors like A10 and Infoblox who are going to make a big impact in the coming year. We’re fully supporting them with extra headcount. ROBERT DUTT: What’s the long-term vision for structure? I know distributors in particular tend to vacillate somewhat over time between a heavily North Americanized model and independent Canadian. Just curious what the long-term thinking is there for you guys. CARRIE HOPKINS: Long-term is that we will always have feet on the ground here in Canada. That gets reinforced to me, and I reinforce it with my leadership every time, every chance I get. I am also a big advocate for having in-country vendor business managers so they can have those channel business conversations. They’re talking to the peers who know the market. They know the FX challenges. They know that we’re provinces instead of states. It’s like that. The great news is with our Ignition team is that the leader of that team, Michael Compizzi, he’s located just in Rochester, New York, which is a short two-hour drive from where I’m based. He will be in Canada quite often as well. We will have North American support, but in-country dedicated resources. ROBERT DUTT: I would add he’d be closer if it weren’t for a rather inconveniently placed lake. CARRIE HOPKINS: [laughs] ROBERT DUTT: Canadian partners have a lot of choices in terms of distribution, maybe not quite as many as 10 years ago, but still there’s a number of choices there. What’s the honest pitch for why a Canadian MSP or VAR who isn’t already working with Exclusive right now should take a look at you guys? CARRIE HOPKINS: Our partners will never be lost in the shuffle. They will have dedicated support. They will have quick and efficient turnaround, and they will have a vendor line card that supports their business. Simple to the point. ROBERT DUTT: That works. The last one for me: what should Canadian partners be paying attention to over the next six to 12 months, either from you guys exclusively or in the market more broadly? CARRIE HOPKINS: I don’t think that a podcast about technology can end without saying the word AI. [laughs] Didn’t get your [nerd/name] achievement unlocked. ROBERT DUTT: There you go. CARRIE HOPKINS: I think that it’s important to note that there’s so many vendors and so many technologies coming out saying that they support AI, saying that they support different security functions around AI. It’s important that you work with a distributor who’s going to take the time to research each of those vendors on your behalf and have a fully engaged engineering staff who can speak to what it’s doing. Do you need it yet? Is it something that’s going to actually sell to the Canadian market? We’re going to make sure that our Canadian resellers have fully vetted solutions, that they’re not chasing rabbit holes. The number one important thing is that they know their business, they know their customer’s business, and where all those assets are. What does your Canadian partner need? We feel like we have the line card to fulfill that. ROBERT DUTT: Well, look forward to seeing how things roll out with the initial Ignition cohort and beyond, as you continue to develop Exclusive here in Canada. Carrie, thanks for taking the time. CARRIE HOPKINS: Thank you so much, Robert. I appreciate you. [Music transition] ROBERT DUTT: There you have it. Carrie Hopkins from Exclusive Networks. I’d like to thank Carrie for her time today. It was a genuinely good conversation, and I appreciated that she was willing to get beyond the talking points and into what the model actually means in practice for Canadian partners. If there’s one thing I take away from the conversation, it’s that the specialist distribution model Exclusive is building — and Ignition is probably the clearest expression of this — is trying to solve a real problem. Canadian MSPs and resellers are being pitched by an enormous number of emerging vendors, and they don’t have the bandwidth to vet each and every one of them. What Exclusive is saying, essentially, is: we’ll do that work. We’ll bring you the vendors we believe in. We’ll backstop the relationship. You focus on your customers. Whether they can deliver on that promise at scale is something we’ll be watching, but the thesis is certainly sound. The Westcon thread that came up in the conversation stuck with me too. There was something that worked about that model before consolidation rolled through North American distribution. It sounds like at least some of the people who built it think there’s a second act here. Thanks for listening. If you’re finding the podcast useful, please follow or subscribe wherever you get your podcasts. We’re on Apple Podcasts, Spotify, YouTube, and most of the major directories. Ratings and reviews are always appreciated and really help other people in the channel find the show. Until next time, I’m Robert Dutt for ChannelBuzz.ca, and I’ll see you in the channel. [Music] A couple of quick flags: “Sub-[time] turnaround” – I couldn’t decipher the exact numbers she threw out there. Worth a quick listen on your end to fill in the blank. “Didn’t get your [nerd/name] achievement unlocked” – MacWhisper clearly mangled this. Sounds like some kind of gaming joke about saying the word AI on a tech podcast. “Nerd achievement unlocked” is the most common internet phrase, but if you remember what she actually said, drop it in. “monetarily” – I left it as-is since it could be correct, though it scans a bit awkwardly. Could also be “more than merely” if you want to give it a listen. Otherwise this should be ready to go. Good batch recording session?

Notes:     What separates organizations that simply adopt AI from those that truly transform their business? Rob Cato, Vice President of Worldwide Business Transformation for Lenovo's Infrastructure Solutions Group (ISG) joins us for an insightful conversation on why successful AI initiatives begin with business strategy—not technology. Rob shares how business transformation is "a disciplined shift in the way that we create value," emphasizing that every AI investment should start with one critical question: What measurable business outcome are we trying to achieve? From defining ROI to moving AI from pilot projects into production, Rob explains why infrastructure, data, security, networking, cooling, and services all play essential roles in delivering lasting business impact. Highlights Include:  Why every AI strategy should begin with the desired business outcome. Why customer intimacy is the greatest competitive advantage for MSPs. Moving AI from pilot projects to production with the right infrastructure. How curiosity, empowerment, and disciplined leadership fuel business transformation. Lenovo's channel-first approach and vision for continued global growth. Bringing innovative technology into the world of sports and sports franchises.   Ready to turn managed services into your biggest growth engine? Learn how Lenovo is helping MSPs accelerate growth, deliver greater customer value, and expand their services with Lenovo 360 for MSP: https://tinyurl.com/360forMSP                 Timestamps: 6:41 Successful AI Strategy 11:20 Providing True Value 17:30 Leadership Traits 22:24 Exciting Expectations

Join Brian Doyle on this engaging episode of MSP Business School as he delves into the dynamic world of MSPs and the crucial role of technology business reviews. With his vast experience in the industry, Brian emphasizes the need for continuous client engagement beyond traditional QBRs. In a rapidly evolving landscape dominated by AI and technological innovation, Brian advocates for a more holistic approach to client relationships. His strategic insights explore how MSPs can build quarterly momentum by implementing continuous touchpoints, utilizing customer portals, and significantly enhancing client communication. In this episode, Brian Doyle dissects the essential strategies for MSPs to foster lasting client relationships. Emphasizing strategic communication, he guides listeners on transforming quarterly business reviews into constant checkpoints, ensuring the stability and improvement of client relationships. Keywords such as "technology business review," "strategic communications," and "managed service providers" underscore the importance of evolving client engagement strategies. Brian offers a step-by-step framework, detailing five core methods for maintaining ongoing client momentum, fostering transparency, and leveraging modern technology to drive business growth. Key Takeaways: Revolutionizing QBRs: Transform quarterly business reviews from mere meetings into continuous, strategic checkpoints for better client engagement. Modern Touchpoints: Utilize monthly touchpoints, customer portals, and strategic emails to maintain dynamic client relationships and ensure consistent progress. Risk Management: Integrate risk updates into client communication to transparently address potential threats and their impact on business operations. Strategic Insights: Ensure that every interaction with clients is rooted in their specific business goals, enhancing the perceived value of MSP services. Celebrate Milestones: Highlight and communicate project milestones to engage clients in a meaningful way and enhance business trust. Show Website: https://mspbusinessschool.com/ Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/ Sponsor vCIOToolbox: https://vciotoolbox.com

Howie gives an update on the bar brawl involving Mass. State Police in Quincy. Then, to Howie's surprise he got an update from the Mass. State Police regarding the wrong-way driver who hit an MSP officer and one other vehicle, sending them to the hospital.  Visit the Howie Carr Radio Network website to access columns, podcasts, and other exclusive content. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In this episode of The IT Experts Podcast, I hosted an MSP Insights Roundtable on AI, automation, and observability at scale, bringing together three brilliant guests, Joe Burns, Fiona Challis, and Nick Horner. What struck me straight away was how all three agreed on one thing before we even got into the detail. AI, automation, and observability only work when you understand your own processes first. Joe walked us through how his MSP, Reformed, built its operational maturity by identifying repetitive tasks, spotting where human error crept in, and asking his team what they actually disliked doing. Only once that groundwork was done did he bring in automation, including an early AI triage system on the service desk, and it paid off.    Nick added a perspective I loved, describing how starting small with clients avoids the scope creep that can derail an automation project before it even gets going. He shared a story about a modest HR automation that grew organically once the client saw the value for themselves, and how bringing end users into the process from day one builds the kind of trust that makes AI, automation, and observability actually stick. Getting genuine buy in, as Nick put it, turns a nervous stakeholder into a project sponsor rather than a blocker.    Fiona introduced an idea I keep coming back to, becoming your own customer zero, assessing your own readiness before you ever take an AI conversation to a client. She told us most MSPs score only two or three out of five on her readiness assessment, which shows how much foundational work is still undocumented across our sector. We spent time discussing how observability has changed, moving away from juggling dashboards across Microsoft 365, PSA, and RMM tools towards a single intelligent layer that pulls everything together securely and quickly. Nick made the point that speed and accuracy no longer need a dedicated Power BI specialist, and Fiona reminded us that the ROI conversation always starts with measuring a baseline before you change anything.    One of my favourite moments came from Joe, describing a law firm that spent three to four hours every week cross checking court lists against their case management system, a task his team solved with an agent in fifteen minutes. Fiona echoed this, encouraging MSPs to lead with one practical win rather than an overwhelming pitch, because solving a single small problem tends to open the door to many more conversations. We also got into the tension between compliance and outcome. Fiona argued that clients buy the outcome AI delivers rather than the technology itself, and Joe pushed back with honest feedback from his law firm clients, who want compliance answered first given how sensitive that sector is to reputational risk. Both agreed that governance needs to be built into the foundations of any deployment rather than bolted on afterwards.    Drawing on Daniel Priestley's thinking around demand and supply tension, Joe warned us against pouring all our energy into operational capacity while neglecting sales and marketing, a gap that can quietly erode margins even as efficiency improves. Fiona picked this up with real enthusiasm, describing how AI and automation can make selling feel far more natural, framing every client conversation as a business problem to solve rather than a service to pitch. She introduced the three pillars she coaches MSPs towards, capacity, experience, and revenue, and stressed the importance of owning your intellectual property rather than giving away your hard built agents for free.    We closed by sharing how each of us measures success, from outcome-based tracking to client and employee satisfaction scores, before final takeaways. Nick urged everyone to embrace the shift and stay ahead of the curve, Joe reminded us that capacity means nothing without the ability to sell it, and Fiona encouraged listeners to stop overthinking and take the first step. I came away from this session convinced, more than ever, that AI, automation, and observability can genuinely transform an MSP, provided the fundamentals are respected along the way.     Connect with Fiona Challis through LinkedIn and website.  Connect with Joe Burns through LinkedIn and website.  Connect with Nick Horner through LinkedIn.    Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.    Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK    And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.    If you're serious about growth and want to explore what this could look like for your MSP, you can book a Right Fit Clarity Call with us HERE.  OR   To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE  Until next time, look after yourself and I'll catch up with you soon!   

We've turned a SKEPTIC with serious concerns into a RAVING FAN who is CRUSHING IT!   The backstory: A few months ago I posted in invitation in our large Facebook group inviting ANY SKEPTICS to please step forward.   I wanted anyone who had "heard bad things" about being an Amazon reseller. The scarier the stories the better! I wanted a true skeptic who didn't want to get into Amazon reselling because they had a lot of big questions and had heard a lot of scary things about the business.   I found a volunteer and interviewed him on this show about 9 months ago (link in show notes). Jump forward to today, and he's CRUSHING IT and LOVING the business! His most recent month he did $35K at 15% net margin from his 3Pmercury ASINs.   As with many other students are recently saying, he's "finding more profitable inventory than I can possibly invest in".   He loves and is using 3PMercury and MSP (https://3pmercury.com/friends / SilentJim.com/msp), so we also have on the show today the founder of MSP, Ido Friedman   This is an episode that's sure to inspire! If you'd like to talk over your options for getting started, visit SilentJim.com/bookacall We'd love to meet you and build out a custom roadmap for your success!   Watch this episode on our YouTube channel here: https://youtu.be/MQ3PIWD4Bg0   Don't forget to check out our episode sponsor, Sellerboard, our awesome sponsor - THE accurate profit analytics tool for Amazon sellers that helps you calculate your profit precisely, accounting for all hidden fees and in real time. Use our link and get a free trial: https://SilentJim.com/numbers    Show note LINKS:   MultiSellerPro: SilentJim.com/msp   3PMercury 3pmercury.com/friends  Get 3PMercury for one month for $1 along with an onboarding session! 3PMercury.com/thirty   TheProvenConference.com August 25-27th TheProvenConference.com/scholarship   ProvenAmazonCourse.com - The comprehensive course that contains ALL our Amazon training modules, recorded events and a steady stream of latest cutting edge training, including of course the most popular starting point, the REPLENS selling model. The PAC is updated free for life!   SilentJim.com/kickstart - If you want a shortcut to learning all you need to get started, then get the Proven Amazon Course and go through Kickstart.   SilentSalesMachine.com - Text the word "free" to 507-800-0090 to get a free copy of Jim's latest book in audio about building multiple income streams online (US only) or visit SilentJim.com/free11   SilentJim.com/bookacall - Schedule a FREE, customized and insightful consultation with my team or me (Jim) to discuss your e-commerce goals and options.   My Silent Team Facebook group. 100% FREE! Facebook.com/groups/mysilentteam - Join 83,000 + Facebook members from around the world who are using the internet creatively every day to launch and grow multiple income streams through our exciting PROVEN strategies! There's no support community like this one anywhere else in the world!   PrepCenterNetwork.com - A list of national prep centers we recommend   Hear today's guest Michael as a SKEPTIC with questions back on episode 1070 of our show - https://silentjim.com/podcast/episode-1070-seeing-the-possibilities-clearly-an-amazon-skeptic-with-many-questions-is-coming-around-slowly-and-about-to-jump-in/   Today's guest MIchael Coleman and Ido from MultiSellerPro 

The episode prioritizes the operational and exit-planning risks associated with MSPs lacking formal contracts. According to Amy , approximately half of MSP business owners operate without managed service agreements (MSAs), a decision that frequently results in reduced business valuation during sale negotiations. Both James and Amy emphasized that the absence of documented agreements is commonly flagged by buyers as a significant risk, often resulting in a devaluation of the acquired customer relationships. This exposes small and mid-sized providers to continuity risks, particularly where customer retention and service transferability are not contractually secured. Further details outlined by Amy indicate that reluctance to implement contracts stems from concerns about client reactions, particularly in longstanding relationships. She observed that auto-renewal clauses and periodic, non-intrusive contract updates can streamline compliance and reduce friction. A personal account highlighted that, out of numerous customers, only one refused to sign an agreement, and this isolated case did not lead to client loss but necessitated risk pricing adjustments. James Kernan advised that contract clarity—covering terms, automated payments, and built-in annual price adjustments—should be positioned as a value to both parties, reinforcing operational stability and predictability. Adjacent topics addressed contemporary service risks such as the proliferation of shadow AI applications and exposure to business email compromise. Amy reported discovering over 150 unmonitored AI-powered apps at client sites, emphasizing these as vectors for data exfiltration and compliance gaps. The Guards Cybersecurity Statistics report was cited, identifying business email compromise and social engineering as persistent attack methods, while underscoring that modern threat actors often bypass traditional privilege escalation in favor of capturing identity credentials and tokens. The operational focus for MSPs was advised to shift toward email, AI governance, and identity protection rather than legacy device vulnerabilities. For MSPs and IT service providers, the main takeaways involve reassessment of contractual practices and a heightened approach to governance and risk management. Documented client agreements are necessary not only for valuation at exit but also for protection against operational disruptions and liability. Simultaneously, providers are urged to implement discovery and control mechanisms for AI use and to refresh security postures in line with current attack methods. The importance of establishing relationships with specialized advisors, attorneys, and alternative financing partners was also articulated, illustrating the multi-layered risk landscape that management teams must navigate for business resilience.Show title: “How to Start a MSP” 1. How to Start a MSP- Resources: www.itspu.com 2.    New article from Third Tier: Taming Shadow IT before it tames you https://www.thirdtier.net/2026/06/21/taming-shadow-ai-before-it-tames-you/ 3.    Guardz released a new cyber security statistics report: https://guardz.com/blog/security-awareness-statistics-msps-cant-ignore/ 4.    Thoughts about whether an MSA is needed? Send them through the website: www.smbcommunitypodcast.com 5.    Anthropic Partner Program - https://www.anthropic.com/news/services-track-partner-hub   Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Send us Fan MailAt MSP GeekCon, Joey Pinz sits down with Monica Ozaruk for a fascinating conversation about systems thinking, operational excellence, creativity, habits, and what really keeps MSP owners awake at night. Monica shares how her background in acting unexpectedly shaped her communication style and how her obsession with process optimization led her into the MSP world through ConnectWise consulting.From quote-to-cash workflows to habit stacking, Monica explains why successful MSPs need more than tools — they need clarity, consistency, and systems that actually work. She breaks down how many MSPs unintentionally create operational chaos and why “run state” — a calm, scalable business environment — should be the real goal.The conversation also dives into personal growth, mindset shifts, creativity returning later in life, wellness routines, and how habits create long-term success both personally and professionally.If you're an MSP owner, entrepreneur, operations leader, or someone trying to create more focus and structure in life, this episode delivers practical insights with real-world honesty.

Send us Fan MailJoey Pinz sits down with entrepreneur, software engineer, and AI strategist John Harden for a powerful conversation about curiosity, automation, SaaS innovation, and the future of human thinking in an AI-first world.

The core structural shift affecting MSPs and IT service providers is a market bifurcation, where the traditional middle-ground offering—an undifferentiated blend of hardware and support—no longer matches client buying behavior. Dave Sobel referenced research from Techisle, which underscores a split between buyers seeking high-touch, managed outcomes and those opting for low-cost, self-serve technology tools. This division is further exacerbated by increasing component costs and external pressures on hardware pricing, particularly the rapidly escalating prices for memory and storage. Supporting data comes from a recent analysis of approximately 3,000 MSP websites conducted by Business of Tech. The scan found that 68% of MSPs make no mention of AI in their public-facing materials, with only about 1 in 7 offering a defined AI service. Simultaneously, reporting from both Business Insider and E2E reveals that 90% of businesses already have employees using AI tools—primarily adopted independently rather than through formal provider channels. This disconnect highlights a lag in MSP market positioning relative to how technology is actually being acquired and implemented by clients. Additional market stresses are introduced by rising hardware costs linked directly to shortages in memory and storage components. Apple's price increases for Macs and iPads serve as a tangible example, justified by upstream cost spikes in DRAM, which CNBC reported has increased nearly 9x—from approximately $35 to $300 per module. Further, AI data center buildouts are projected to divert up to 20% of consumer memory manufacturing by 2027, suggesting ongoing and intensifying cost pressures for MSPs still reliant on hardware-centric business models. Most providers, as observed by Dave Sobel, remain silent or default to restating the value of external AI platforms like Microsoft Copilot. The practical implication for MSPs and IT service providers is a pressing need to reassess positioning and operational models. Providers embedded in the undifferentiated middle face rising cost risk, declining differentiation, and potential margin erosion. Viable paths require declaring and operationalizing a clear service model, either by transparently externalizing hardware and component pricing risk, or by committing to outcome-based, managed offerings where the provider takes on measurable accountability. Those who adapt agreements and marketing to clarify their role—particularly by documenting internal AI-driven efficiencies—will be better equipped to sustain margin and client relevance as market forces continue to widen the gap. 00:00 Two-Thirds of MSPs Are Silent  04:37 The Memory Shock Splitting the Market 07:05 No Buyer Left in the Middle 10:41 Why Do We Care?  Supported by:  CometBackup ScalePad   

Time Stamps: Impact of Education on Leadership 4:18 Profitability Mistakes 14:09 Implementing AI 24:51 Beyond Conference Takeawayss 30:54 Show Notes: "Don't leave money on the table" is an idiom that reflects a failure to maximize profit, revenue, or overall value from a transaction, deal or upsell opportunity.  You never want to undercharge for your products and services. You want to secure the best possible outcome. Elliott Hyman, CEO of Lyra Technology Group, joins and shares his leadership journey, thoughts on AI innovation, MSP growth, and the power of scaling without sacrificing culture.   Highlights include: Why protecting customer relationships, preserving brand equity, and empowering local leadership are essential ingredients for long-term success. The most common profitability mistakes MSPs make, including underpricing services and failing to bill for the full value they deliver. How operational maturity separates thriving organizations from struggling ones. Drawing from the unique experience of acquiring more than 120 MSPs, Elliott discusses how identifying best practices across organizations creates a powerful competitive advantage, and why testing AI initiatives through Lyra's Trailblazers Program accelerates meaningful innovation. Pax8 has become the "new town square" for the IT channel. If you're passionate about building organizations that scale with purpose, empower local leadership, and maximize profitability, this is a conversation you won't want to miss.  If you are an MSP and have been considering what your next steps should be, visit lyratechgroup.com Don't leave money on the table.  

In this enlightening episode of MSP Business School, host Brian Doyle chats with Brian Strong, CEO of TenHats, about sustainable and organic business growth strategies for MSPs. They discuss how Brian's sales expertise catapulted TenHats from a modest standing to over $19 million in business revenue, all without relying on mergers and acquisitions. Brian Strong shares his journey from an outside sales representative to a CEO, emphasizing the importance of building genuine relationships and applying effective sales methodologies rooted in understanding human behavior. Brian Strong delves into the concept of Centers of Influence (COIs) and the significance of targeting the right customers to drive business growth. By nurturing these relationships, avoiding cold calls, and employing intelligent prospecting techniques, Brian has led TenHats to considerable advances in monthly recurring revenue. This episode shatters common myths about building a scalable sales organization within the MSP landscape. Listeners will gain insights into Brian's successful practices and methodologies, which are set to be detailed in his upcoming book, promising a practical roadmap for MSPs aspiring to exceed the $10 million annual revenue mark. Key Takeaways: Center of Influence Strategy: Building relationships with people who know your potential customers can be a powerful tool in strategic sales prospecting for MSPs. Targeted Customer Profiles: Defining and aiming for customers above your current average revenue is crucial to sustainable company growth. Sales Process Management: A robust sales process, aligned with human psychology, is essential, especially when transitioning from owner-led to sales team-led negotiations. Impact of Organic Growth: Companies demonstrating organic growth processes tend to command higher valuations in the market compared to those reliant on acquisitions. Quality of Life through Scale: Achieving scalability beyond $10 million in revenue affords MSP owners and employees better life quality and company culture, reducing burnout and enhancing business resilience. Guest Name: Brian Strong LinkedIn page: https://www.linkedin.com/in/brian-strong/ Company: TenHats Website: https://tenhats.com/ Show Website: https://mspbusinessschool.com/ Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/ Sponsor vCIOToolbox: https://vciotoolbox.com

Pax8 Beyond Recap: From Managed Services to Managed Intelligence (and What's Next for AI Agents)Fred and Adam reflect on Pax8 Beyond, noting that despite the focus on AI, the human element and face-to-face relationships remain the core reason people attend conferences, alongside highlights of visiting Salt Lake City. They discuss the industry shift from managed services to “managed intelligence,” emphasizing that AI adoption has accelerated rapidly and is now AI-first, with early wins in automating internal operations like ticket triage.Both stress being “client zero” by testing AI readiness, data governance, chat and voice agents internally so they can guide clients with real examples. Fred advises starting with understanding and mapping business processes before choosing platforms, while Adam warns organizations must begin adopting AI to stay competitive as barriers to entry fall. They predict growth in agent marketplaces, token/credit-based billing, new platforms for managing and training agents, and continued MSP demand to help translate and implement these changes.

In this episode of The IT Experts Podcast, we take you inside The MSP Growth Hub for a look at what happened during the May 2026 Intensive event. Ian Luckett is joined by his business partner Stuart Warwick and coaches Julie Hutchison and Peter Williamson, each sharing what unfolded across two days dedicated to helping MSP owners build stronger, more capable teams. At the heart of the conversation is MSP team alignment, and why it sits right at the centre of scaling a business with confidence.     Stuart opens by explaining the theory behind the Intensive itself. The MSP Growth Hub runs this event three times a year, and each one is themed around one of the three pillars of the Scale with Confidence model. This May the focus was Amplify Capacity, using a framework called Embed and Connect to help growing MSPs align their people behind the strategy and goals of the business. Stuart describes how the vision and annual plan cascade down into a sixteen week plan, then into departmental plans, then into a daily and weekly rhythm across the business. This is MSP team alignment in practice, connecting people to systems, plans and direction so the business becomes a genuine asset rather than something that owns the owner.     Ian reflects that around eighty percent of the challenges MSP owners bring to The MSP Growth Hub trace back to a leadership opportunity rather than a team problem. He and Stuart discuss the difference between a peer group and a structured programme, and how pausing to look back at progress is often the moment clients realise how far they have actually come. That pause, built into the Intensive itself, gives them the chance to calibrate against others on the same journey, working towards genuine MSP team alignment rather than isolated effort, and walk away with practical steps rather than vague encouragement.     Julie takes listeners through her session on maximising team dynamics, focused squarely on MSP team alignment through clarity of function and clarity of requirements. She shares a memorable exercise called There's Been a Breach, where clients were deliberately given incomplete information about roles and responsibilities. The resulting confusion mirrored exactly what happens back in their own businesses when expectations are not clearly set. Julie explains that most people arrive at work wanting to do a good job, and that a leader's role is to set them up to succeed by removing ambiguity around who owns what.     Peter Williamson, newer to The MSP Growth Hub coaching team, brings his background in governance to the conversation. He describes helping clients map every function in their business against the people who currently hold the skills to deliver it, revealing gaps that point directly to training needs or new hires. Peter's simple diagnostic question, asking each team member whether they understand their role and have what they need to do it well, proved to be a powerful starting point for many owners in the room. He also shares a story from one client who, after embedding clearer roles and responsibilities, took a holiday for the first time in three years because their team could confidently carry on without them.     Across all three conversations, a consistent thread emerges. MSP team alignment is not a soft nice to have, it is the mechanism that turns a business from something the owner is trapped inside into something that can scale on its own rhythm. Whether through cascading plans, clarity exercises, or mapping skills against functions, the Intensive gave clients practical tools alongside the confidence to use them.     The episode closes with a reminder that these insights are available to any MSP owner ready to bring more structure to their team. Getting the fundamentals of roles, responsibilities and communication right creates the foundation for sustainable growth, freeing owners to lead rather than firefight.     How to build a high performing technical team, when you do not know where to start by Ian Luckett  STOP Attracting the Wrong People to Your MSP with Julie Hutchison and Ian Luckett     Ready to find out if we're the right fit to help you scale? Book a right fit clarity call: https://go.themspgrowthhub.com/are-we-the-right-fit    Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.  Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK  And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.  OR   To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE  Until next time, look after yourself and I'll catch up with you soon!   

What happens when cybersecurity moves beyond protection and becomes true business resilience? Recorded live at the Beyond 26 Conference hosted by Pax8 in Salt Lake City, Utah, Gene Kim, Vice President of Managed Service Providers at Absolute Security, stopped by for an engaging conversation about the future of managed services, cybersecurity, and leadership. We learn how his journey from MSP practitioner to channel executive shaped his passion for helping partners deliver meaningful business outcomes through trust, resilience, and operational excellence.    Highlights include: The growing complexity of AI-driven threats and why resilience—not just prevention—is becoming the next frontier of cybersecurity.   How MSPs can elevate customer conversations around risk, business continuity, and long-term value.    Absolute Security's exciting debut as a new vendor in the Pax8 Marketplace, highlighting how the partnership will empower MSPs with firmware-embedded endpoint resilience, simplified operations, and stronger customer outcomes.    Gene's pearls of wisdom: "On one hand, it's application, resilience and supporting cybersecurity in the stack. On the other hand, it's ensuring that there's business continuity for their end customer."   "Customers are paying for outcomes."  Have the conversation about business impact and understand what downtime means to them.   The importance of listening and maintaining intellectual curiosity.   Follow Gene on LinkedIn, visit absolute.com/ and learn more about the Pax8 and Absolute Security partnership here: https://www.absolute.com/partners/better-together/absolute-pax8

Send us Fan MailWhat happens when an entrepreneur follows instinct, leaves corporate comfort behind, moves to Chile on a whim, and eventually helps over 1,000 MSPs improve customer experience?

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Send us Fan MailAshley Pyle joins Joey Pinz for a deep conversation on leadership, AI adoption, competitive drive, systems thinking, and what it really takes to scale both people and organizations.

The dominant structural shift outlined is a transfer of liability and accountability for AI-generated errors from vendors to the entities deploying these systems—primarily MSPs and their clients. While vendors aggressively promote scalable AI tools and urge rapid adoption, the legal and operational burden of verifying and standing behind AI output falls on deployers, not on the tool providers. Recent court rulings and shifting buyer expectations are accelerating this transfer, fundamentally altering the MSP business model around AI services. Primary evidence for this shift comes from both industry behavior and legal precedent. Kaseya urged MSPs to quickly embrace AI services while revealing that only about 13% of providers are seeing significant revenue from AI, despite roughly half of clients requesting these solutions. Compounding the structural gap is a low conversion rate from proof-of-concept to production (only 20% success, per Kaseya), and high failure rates in AI-generated code—Forbes reported security and logic errors appear far more frequently in machine-produced output than in human code. Notably, courts in Germany and Canada have ruled that organizations are legally responsible for the statements and errors created by their AI, not the vendors providing the underlying tools. Supporting developments reinforce the risk and accountability mismatch. Research cited from Gartner indicates over 70% of CEOs and 75% of CIOs believe current IT operating models are unfit for the demands of the AI era, highlighting a recognized governance gap. Consumer surveys show that over half hold company leadership personally responsible for AI failures. The recurring vendor emphasis on selling tools, combined with product features that prioritize scale over individualized accountability, deepens the structural challenge for service providers. For MSPs and IT service organizations, the primary practical implication is that competitive differentiation and risk mitigation will depend less on which AI products are resold and more on documented processes for reviewing, annotating, and standing behind AI-generated output. Vendors' tools are pervasive and quickly commoditized, so market separation arises from the ability to provide tangible accountability standards—proof of human review, defined sign-off authority, and clear records for client audits and legal defense. Pricing strategies that reflect the cost of accountability, rather than simply product markup, are likely to become more sustainable as client focus shifts from features to liability management in AI adoption. 00:00 The 13% Problem  03:29 The Tool vs. The Work 05:43 The Wrong Answer's New Address 08:37 Why Do We Care?  Supported by:  CometBackup TimeZest   

The dominant structural shift underlined in this episode is the removal of the pricing floor for undifferentiated, repeatable IT work due to agentic AI adoption, especially in IT services and MSP operations. As described by Dave Sobel, this shift is not about wholesale job elimination but about AI absorbing routine, predictable execution, leaving human operators responsible for judgment and oversight. This change is illustrated by organizations such as OpenAI, where 97.9% of employees use AI agents, and by sector-wide hiring data tracked by SignalFire, revealing that software engineers—previously considered vulnerable—remain the largest share of new hires. The most consequential development is the clear division between executional work and judgment-based roles. Data from SignalFire shows that software engineers make up 55% of new tech hires, contrary to predictions of their displacement by AI. Similarly, ISC2's Cybersecurity Workforce Survey, reported by Dark Reading, finds entry-level cybersecurity roles are evolving rather than disappearing, with AI taking over routine triage and increasing demand for higher-level judgment skills. OpenAI's near-universal internal AI adoption supports the notion that employees are adapting their roles rather than being replaced outright. Further supporting developments include evidence from SplashTop, which measured that 53% of IT team capacity is spent on endpoint maintenance and repetitive tasks, areas highly susceptible to automation. The effect is heightened by macro trends—cited from Axios Macro and the NFIB—showing small businesses are actively reducing hiring plans and seeking solutions that remove the need for headcount growth. New MSP offerings, such as managed support teams available within 30 days, are scrutinized for repackaging traditional labor models vulnerable to rapid automation. For MSPs and IT service providers, the operational implication is the urgent need to reevaluate service lines, staffing, and pricing models. Services based on predictable, repeatable execution now face competition from AI-driven agentic work that operates with negligible marginal cost, eroding the business case for labor arbitrage and body-shopping models. The path to defensibility shifts toward services that require human judgment, oversight, and outcome-based delivery, with increased risk for firms reliant on commoditized execution. Sorting offerings by their exposure to automation and focusing investment in non-automatable, judgment-driven roles becomes a practical risk mitigation approach. 00:00 The Most-Hired Casualty  04:19 Which Half It Eats 07:06 The Rent-a-Team Trap 09:47 Why Do We Care?  Supported by:  Pax8  Sign up for the SMB Online Conference: www.smbonlineconference.com

Evolve or Evaporate: Erik Boles on MSP Branding, Anti‑Commoditization, and Human‑Led MarketingOn the Evolved Radio podcast, Todd Kane interviews Erik Boles about why many MSPs look identical online and how that commoditizes them into “line items.” Erik shares his background from early internet businesses to VAR/MSP-era engineering, MX Logic, and early Pax8, explaining that customers care about outcomes and experience more than products or stacks. He argues brand is a result created by people, presence, and “lore,” and that templated marketing gets ignored due to pattern recognition and how the brain filters ads. He recommends MSPs differentiate through human-led communication, storytelling, and documenting real problems in plain business language, often via simple, authentic video rather than polished production. They discuss parasocial relationships, decision-making biases, AI-driven search/answers, and why personal brand should dominate corporate brand (about 95/5) to build trust and demand over time. Links mentioned: opsleader.co; vosa.co/erik; @erikbolz.This episode is brought to you by Opsleader Pro. A place for MSP owners and managers to get the systems and tools they need to build a stable and growing MSP. Part group coaching, part peer group, everything you need to run a successful MSP. (00:00) - MSPs Becoming Line Items (00:15) - Meet Eric Bowles (01:44) - From Engineer to Brand Strategist (03:28) - Outcomes Over Product Demos (04:42) - Behavioral Psychology Roots (06:21) - Brand as a Result (08:37) - Pax8 Experience Differentiator (10:29) - Why Template Marketing Fails (12:35) - Neuroscience of Attention Filters (16:04) - Talk Human Not Geek (18:37) - Document Dont Create Content (19:45) - Define Sally Your Real Persona (20:35) - Authenticity Beats Perfect Video (23:15) - Communication Presence and Zoom Fatigue (25:31) - Stage Presence Basics (26:25) - Reps Over Perfection (27:28) - Authentic Content Wins (27:52) - Capture Client Call Gold (29:57) - Differentiating MSPs (31:13) - Emotion Drives Decisions (33:05) - AI Search Changes Buying (35:04) - Parasocial Trust Building (43:16) - Personal Brand First (46:14) - Human Led Marketing Era (47:50) - Where To Find Eric (48:52) - Just Do It Anyway (49:34) - Handling Online Hate (50:15) - Wrap Up And Thanks

Fornix: Are Vendors Getting What They Should from Marketing Development Funds?, Podcast “We are too close to the problem. Help us audit what we're doing because we probably aren't getting what we think we're supposed to be getting.” That is how Fornix CEO Charlene Ignacio describes the question many vendors are asking as they move into Q3 and Q4 planning. Marketing Development Funds are supposed to help vendors and partners drive growth, build market awareness and reach the right channel audience. But Ignacio says many companies may not have a clear enough view of how those dollars are actually being used, measured or translated into partner impact. In this podcast, Doug Green, publisher of Technology Reseller News, speaks with Ignacio about Marketing Development Funds, channel execution and the need for a more disciplined look at what is working and what is not. As Channel Partners recedes into the rearview mirror and ChannelCon and other MSP events approach, the conversation focuses on how vendors can use this midyear moment to reassess their MDF strategy before the second half of 2026 gets away from them. Ignacio says Fornix is helping vendors step back, audit their channel activity and better understand whether their programs are delivering the results they expect. That includes looking beyond activity alone and asking whether campaigns, partner outreach and MSP engagement are actually moving the needle. The discussion also looks at the MSP audience Fornix serves: business owners who are trying to get out of the day-to-day seat of handling sales, marketing, PR and business development on their own, so they can focus more directly on partners, technology and preparing their businesses for AI. Learn more at Fornix: https://fornixmarketing.com/

LIVE from Beyond 26 by Pax8 in Salt Lake City, Utah, this special edition explores a powerful reality shaping the future of the technology channel: growth happens when strong leadership, thriving communities, and strategic business transformation converge. Reed Goddard, M&A Advisor with Evergreen Services Group and Nancy Hammervik, Chief Channel Officer of the Global Technology Industry Association (GTIA), join us to examine two critical forces driving the industry forward. Reed provides an insider's perspective on MSP mergers and acquisitions, discussing valuation drivers, industry consolidation, and how business owners can build lasting enterprise value. Nancy shares her vision for strengthening the global technology ecosystem through community, leadership cultivation, and establishing industry standards. Together, these discussions reveal that whether you're scaling through acquisition, building a technology community, or preparing the next generation of leaders, success ultimately depends on people, trust, relationships, and a commitment to continuous growth. Highlights: Leadership journeys matter — Reed shares his path from PwC to Evergreen Services Group, while Nancy reflects on her journey including discovering technology during her time at the University of Delaware. MSP consolidation continues to accelerate as recurring revenue, cybersecurity demand, cloud services, and emerging AI opportunities make managed service providers attractive acquisition targets.   Building enterprise value starts with fundamentals; MSP owners should focus on operational excellence, customer proximity, understanding client needs, and creating scalable growth strategies. "Tech is a people job." Nancy emphasizes that despite rapid technological change, relationships, collaboration, and leadership remain the industry's greatest competitive advantages. Community remains a critical differentiator in the AI era. GTIA continues to help technology professionals connect, learn best practices, and accelerate growth through global collaboration. Industry standards and professionalism continue to evolve, with GTIA collaborating alongside organizations such as Pax8 and Texas A&M to help advance best practices across the technology services industry.   Upcoming Evergreen Elevate events in London and Melbourne.   Whether you're an MSP owner evaluating growth options, a channel leader building partnerships, or a technology professional preparing for what's next, this episode delivers valuable insights on leadership, transformation, and the future of the global IT channel. Follow Reed and Nancy on LinkedIn and visit both evergreensg.com and gtia.org/ to join and stay informed with the worldwide community.   

Marketing can seem complicated, but it's really not. It's understanding who your client is, what they care about, and where they are. If you truly know those 3 things in deep detail, marketing becomes quite easy. We know a B2B buyer does research before they reach out. We know that TRUST is one of the most important indicators on whether someone will reach out or not (another reason reviews are so powerful).Knowing that, I have 3 steps to take that will increase how many leads you get at your MSP. Give it a try.Also, give ScaleCon a try. Register at: Scalecon.com

The dominant structural shift highlighted is margin pressure and business model viability for MSPs due to workforce reduction driven by AI automation. This is exemplified by Microsoft's introduction of Agent365—an enterprise product licensing AI agents rather than human users—and industry reports forecasting that 30–50% of white-collar jobs may be replaced by AI technologies, according to publication summaries referenced during discussion. The shift fundamentally threatens the per-seat managed services pricing model that has anchored MSP revenue. Evidence of mounting financial risk is provided by the scenario where clients may halve their seat counts within a two-to-three-year window. As stated, this adjustment would immediately cut monthly recurring revenue (MMR) for MSPs. The discussion connects this trend to Microsoft's evolving licensing model and notes an industry-wide consensus reflected in a Capterra survey, which found all surveyed MSPs in 2024 facing significant increases in local competition. The implication is that margin pressure from both automation and intensifying competition is occurring simultaneously. Additional developments reinforce the risks to stability. Security complexity and associated liability are increasing, as non-specialist teams—originally tasked with legacy IT functions—are now expected to take responsibility for security operations without adequate expertise. This burden is heightened by the emergence of unmanaged AI adoption at client organizations, creating new avenues for data exposure and regulatory risk. Surveyed business owners are considering exit or consolidation, citing inability or unwillingness to restructure business models to accommodate these changes. Peer group participation is recognized as widespread but not a direct countermeasure to these structural challenges. For MSPs and IT service providers, the practical implications are clear: reliance on the per-seat model is a growing contract risk, with revenue volatility linked to workforce automation outpacing both the speed of traditional service adaptation and client technology adoption. Accountabilities around AI risk, security governance, and compliance are expanding—often without a corresponding increase in compensable scope or staff capability. Operators must assess vendor dependency (especially in rapidly shifting software licensing models), realign service portfolios towards advisory, compliance, and security, and prepare for sustained market turbulence marked by shrinking margins and rising operational complexity. Supported by:  Small Biz Thoughts Community Sign up for the SMB Online Conference: www.smbonlineconference.com

The episode's principal focus is on managing employee compensation requests within MSP operations, specifically addressing scenarios in which employees request significant raises. The discussion highlights the need for MSP leaders to weigh current market rates and organizational financial constraints in response to such requests. Both collaborative problem-solving—engaging employees in discussions regarding revenue generation—and performance-based compensation structures were identified as practical strategies for balancing employee retention with business viability. Supporting this, the speakers emphasized transparent conversations with employees about the company's billing structure, the sources of revenue, and the tradeoffs required to increase compensation. Performance-based incentives, such as commissions or bonuses tied to measurable business milestones (e.g., revenue targets, net new business), were noted as effective mechanisms for aligning individual rewards with organizational profitability. The discussion also noted risks when negotiation dynamics become adversarial, underscoring the importance of maintaining professionalism in both management and staff behaviors. Adjacent topics included the increasing relevance of AI proficiency for workforce retention and the emerging terminology in the sector, such as “Managed Intelligence Provider” (MIP). It was observed that employees lacking AI skills face elevated layoff risks, a factor attributed to shifting operational priorities and the need for continuous learning. While new acronyms like MIP may gain industry attention, participants agreed that most services related to intelligence and data management could be incorporated within the MSP framework, suggesting minimal structural change for service providers. For MSPs and IT leaders, the session underscores the necessity of clear compensation policies, ongoing staff development—especially in AI—and cautious positioning during merger or acquisition discussions. Risk mitigation includes frank financial communication with staff, investments in workforce upskilling, and careful negotiation to avoid undervaluation during business transitions. Performance incentives and clear cultural alignment are practical steps to balance employee satisfaction with organizational sustainability.1. MSP Question of the week: My employee wants more money- what should I do? 2. A single decision that triples some workers layoff risk – Tech workers who regularly use artificial intelligence tools are far less likely to be laid off compared to colleagues who use AI less frequently, Bloomberg reports, citing new Gallup research. It puts infrequent users' layoff risk at 18%, tripling the 6% layoff risk for frequent users. Earlier this year, researchers tracked how often 23,000 employed and displaced workers used AI 3. The RISE of the Managed Intelligence Provider 4. M&A: How do I find the right buyer? Amy's Book: https://amzn.to/4dSYOcR 5. Tales from the Field: Merger conversation – make sure it's a culture fit and be fair with the price (no lowballing)   Mastermind Event – July 30-31st, 2026 Register here: https://portal.kernanconsulting.com/mastermind-event Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Send us Fan MailClayton Mouney joins Joey Pinz for a powerful conversation on leadership, accountability, entrepreneurship, and where the MSP industry is heading next.

MSP at the bottom of a list (for once), another show coming to the new Mystic Lake Amphitheater and thanks for filling up Target Field, Dodgers fans!??! See omnystudio.com/listener for privacy information.

The 7 Principles of Successful Partnering in the Age of AI Subscribe to our Newsletter:https://theultimatepartner.com/ebook-subscribe/Check Out UPX:https://theultimatepartner.com/experience/ In this engaging session, Vince Menzione reflects on his extensive career transitioning from direct enterprise sales to building massive channel ecosystems, while unveiling the seven core operating principles essential for modern partnering. Highlighting tectonic industry shifts—from the PC and Cloud eras to the current AI revolution—Vince explains how traditional playbooks are becoming obsolete and why adopting a growth mindset, modeled by leaders like Satya Nadella, is critical for survival. He delves into the rising importance of hyperscaler marketplaces and co-selling, urging leaders to cultivate adaptability (AQ), emotional intelligence (EQ), and mutual trust to thrive in this rapidly changing tech landscape. https://youtu.be/5n8dqiamnmE Key Takeaways Traditional industry playbooks are outdated almost immediately due to the rapid acceleration of AI and market changes. Implementing a “growth mindset” is a foundational operating principle that can transform corporate culture and drive massive valuation increases. Executive commitment and clarity of vision are mandatory for aligning an entire organization around successful partnering. Building a strong brand story and maintaining a maniacal focus on OKRs turns strategic vision into executed results. The technology landscape has experienced massive tectonic shifts from the PC era to the Cloud, Mobile, and now AI, requiring high adaptability (AQ). Mutual trust remains the non-negotiable foundation for any successful professional relationship or partnership. If you're ready to lead through change, elevate your business, and achieve extraordinary outcomes through the power of partnership—this is your community. At Ultimate Partner® we want leaders like you to join us in the Ultimate Partner Experience – where transformation begins. Key Tags Vince Menzione, growth mindset, Satya Nadella, channel building, tech ecosystem, tectonic shifts, AI revolution, co-selling strategies, hyperscaler marketplaces, organizational alignment, executive commitment, OKRs execution, AQ strategy, mutual trust, B2B technology Transcript [00:00:00] Vince Menzione: Because I think we’re all paralyzed by AI and all the changes that are going on in our world, and playbooks are no longer good because they’re outdated the week after they come out. [00:00:12] Vince Menzione: We just came back from Ultimate Partner live in Bellevue, Washington, where we hosted incredible leaders for two amazing days. Come join us for this next session where we explore the tectonic shifts we’ve all been seeing. What a list. Oh my gosh. I gotta tell you, I was just going back this morning and, and looking to see first of all the number, the sheer number is incredible. [00:00:36] Vince Menzione: But look at, look at all these top executives. These are, these are like market movers. The game changers. These are people that are doing more in our world, in our ecosystem than most others. And we are very fortunate to have the representation from these organizations. From these leaders in the room, and we try to curate an event that is more than a, a sales pitch. [00:01:00] Vince Menzione: We’re, in fact, we, we’re not a sales pitch. We’re all about, you know, helping you achieve more. And we try to frame that around operating principles. So, uh, a little bit of a roadmap lately. I mean, this started out like how did we get here in like, maybe five spots along the way. But, uh, for those of you who don’t know me and my background, and I’ve had an incredible career, I’ve been very blessed. [00:01:20] Vince Menzione: I did a startup that we grew from 6 million to 125 million. Went public on the Toronto Exchange. I’m still friends with the CEO, by the way. Helped, helped him grow and exit that company. Uh, I then followed one of the leaders there to go do a turnaround with Golden Gate Capital, and we took that and that’s where I built my first channel. [00:01:37] Vince Menzione: I went from doing enterprise sales as a direct seller, direct sales leader, VP to then going to building a channel. During nine 11, uh, this company was selling rugged notebook computers. Our biggest competitor was not a US company, and I spent a lot of time on Capitol Hill. I met with several congressmen and senators at a time when people did that, and they talked to each other. [00:01:58] Vince Menzione: And, uh, I built a channel. I got its a GSA schedule, and I understood. So I understood intuitively, even from that point in my career, how to move, how to shift from direct selling to building a channel, building a business around that. We became the growth engine of the company. One of my partners was one of the largest defense contractors, general Dynamics. [00:02:19] Vince Menzione: They had the big contract if you were selling to the US Army. And I knocked down the door basically and said, you got a partner with us. And that’s how we got the relationship established. And they wound up buying us for like 10 x what Golden Gate Capital had had spun us out for. And then Microsoft recruited me. [00:02:36] Vince Menzione: And for almost 10 years I was the GM of public sector partner strategy. And so I was, I was there and we’ll talk about Satya and other things, but I was there when we started the cloud. I was there when we pivoted the business from the old model and working with OEMs and trying to, to do things a different way to the cloud and co-selling and things like that. [00:02:56] Vince Menzione: And, uh, had a great experience. And then when I left I was like, oh, I’m just gonna go work for another big tech company. I started a podcast. I had a friend who said, you should do a podcast on partnering. You know a lot about this more than you probably think you do. And almost 10 years ago, I started a podcast in a spare bedroom. [00:03:13] Vince Menzione: And you know, it, it was, it built a following and there’s a lot of work, by the way, people, a lot of people do podcasts today. It was a lot of work for those of you. I congratulate anybody doing that. Uh, I went back inside for two years because I felt like I needed to go back into a big corporate environment. [00:03:29] Vince Menzione: And then I left during COVID and I learned a lot being at a big corporation about how hard it was to partner. Like it’s still hard. I don’t know how many people in the room feel this way. I know, I know the numbers are much better and Jay will talk through the numbers, but it’s not easy and a lot of organizations don’t understand it. [00:03:47] Vince Menzione: And that’s what we talk about here and we try to help people to achieve more and how to, how to get that mindset in the right place. But anyway, so. We started, we started doing the podcast after COVID, it took off. We did an event. Uh, there’s actually four of the five people that did partner. We called it Partner Mastermind. [00:04:06] Vince Menzione: We did an event about four years ago, uh, separately. And that led to Ultimate Partner. And it’s a long, the long history in the last four years of 10 events, like it’s been an incredible blast. And I want to thank each of you for being along this, this incredible ride with us as we continue to grow and expand. [00:04:24] Vince Menzione: We’ve been doubling every year for the last four years and um, I feel very blessed to be part of this. So I did wanna spend a minute with you on this. I don’t like the drain this slide, but I do wanna identify what I believe are seven operating principles of what makes successful partnering. And you know, you might say there’s eight, you might say there are other things I think about principles as opposed to tactics. [00:04:50] Vince Menzione: Tactics are transactional. They’re temporary and a point in time, and it’s how you respond and react to a situation. Principles are things you take with you, and that’s what we hope to do at Ultimate Partner. Take those things with you and then, then apply some of the things to the tactics that we need to have. [00:05:06] Vince Menzione: And so we talk about growth mindset. Uh, you know, depending on where you stand about Microsoft, these days, when this guy came in, stock was $36 a share. Okay. It’s in the four hundreds now. It was up to over 500 not long ago. He applied a different mindset. The first three things he did, Le got a copy of Carol Dweck’s book about mindset. [00:05:28] Vince Menzione: Growth mindset versus fixed mindset. Uh, he brought in Dr. Michael Vet, who’s a leading sports psychologist, like in, in the industry, who was the Seattle Seahawks sports psychologist. Mike’s been a podcast guest of mine. I’ve been to his studio. Um, and then he, we, he, he changed, he, he brought down, he took down the walls of the way Microsoft operated because leaders fought with each other. [00:05:51] Vince Menzione: They competed with each other for resources, for monetization, for everything. And he changed the mindset. Nobody’s a perfect CEO, but if I was to say to you who I think the best CEO of the last 10 years were, I’d give it to Saja Nadella, but it’s about mindset. It’s about changing or having the right mindset and applying that growth mindset to a successful partner. [00:06:12] Vince Menzione: Executive commitment, I talked about that. Other organizational will go nameless, but if you don’t, you can have the CEO down to the selling floor. Everyone needs to speak partnering, like in order to get it right in an organization. The whole company, the resources, the investments, the alignment, all has to align around partnering. [00:06:32] Vince Menzione: Executive commitment is incredible. Tony Saan took a small MSP to a half a billion dollar exit, took them to go, uh, Google Partner of the Year, seven straight years in a row. I think they’re eight this year. Uh, but Tony’s a good friend of mine. He is also been a guest on the podcast and, uh, somebody I’ve admired and worked with. [00:06:50] Vince Menzione: This is Dr. Michael Dravet. We talk about clarity, like once you get your mindset, once you get executive commitment, you then need to determine like how, what’s the vision? How do we drive success together? You need to turn, you need to know internally how to go do that. Then you lock arms with another organization and then you apply it to that partnership. [00:07:10] Vince Menzione: So that’s incredibly critical. Then, then you gotta do everything right? Like I always kid around about my days at Microsoft, we’d have these incredible meetings with leaders. They’d come meet with us at partner conference. I would literally go back to back for several days in the room. Slide deck after slide deck. [00:07:27] Vince Menzione: We’re high fiving at the end. [00:07:29] Vince Menzione: We’re gonna go do it [00:07:31] Vince Menzione: six months later. Crickets. Nothing happens, right? This happens a lot in partnering. Unfortunately, like we, we set up the right situation. We line everybody. We’re gonna go execute, we’re gonna drive results. You have to apply maniacal, focus, OKRs, everything to everything you do. [00:07:48] Vince Menzione: You need to apply. And by the way, you’re gonna hear from a lot of leaders here that do this type of work. So this is incredibly, uh, critical to success, brand and story. Like I wanna work with Microsoft. There’s gonna be probably 40 plus Microsoft leaders in the room, some of ’em sitting here and around the room. [00:08:06] Vince Menzione: How do you do that? Right? This is Ducks Raymond S. Good friend of mine at Point. I knew at point when they were just starting out. Scott Sackett is here. He’ll be up on stage. Uh, this man was expert on brand and story. Learn from people that are successful, how to be successful yourself, if you wanna be a top partner, if you wanna grow your business, whether you’re working with Microsoft, Google, Amazon, or any of the other partners in this room. [00:08:30] Vince Menzione: You need to be very clear about your brand, articulate it well, and drive a story against that. And that’s really super critical for success. And then once we do all those things, we start driving a flywheel of success. Aaron Feiger and some of the other people in the room, Reese Barry, are gonna be talking about how they do that. [00:08:47] Vince Menzione: They will help these organizations be successful. Pick putting that stake in the ground and driving it. And then what happens is after you drive this incredible success, what does my partner do? My tech giant, the company I’ve been working with, they go change everything. The market changes, the dynamics change. [00:09:05] Vince Menzione: This thing in November of 2022 called AI Happens, Chad, GBT hits the market. How do I respond and react to that? I need to be adaptable. I need to drive an AQ strategy on top of my EQ and iq, and we’ll talk more about that. So these are the operating principles, and we lay it out as a, as a diagram. And by the way, you see mutual trust. [00:09:26] Vince Menzione: Trust has to be in every room without trust, you have no partnerships, without trust, you have no business success. Like you can get buy in business, you can get buy in life, but trust is foundational. And I was very blessed to have that like grain ingrained in me as a young boy. Uh, so that’s our, that’s our operating principles. [00:09:48] Vince Menzione: Um, I’m working on a book right now. It’s almost done though. We’re, we’re talk, we’ll talk about that more, but that’s, that’ll be in the book. Um, and then we’ve been talking about tectonic shifts and I don’t know who said it first, Jay or, or me, but I know who you said it in the studio several years ago. [00:10:04] Vince Menzione: Jay’s been in our, our Boca studio many, many times. But we’ve been talking about tectonic shifts and Oh my gosh, right? So think about, I want everybody to think about this for a second. If you’ve been around tech for a while. We’ve gone through several, like these 10 year phases, the PC era, the cloud era, the well, the cloud. [00:10:23] Vince Menzione: We had client server, pc, client server, we had cloud, we had mobile, and now we hit ai. Those eras all took a period of time, right? They didn’t happen overnight. Like there was a trend like five, six years, seven years, maybe eight years, and then COVID happened, and I believe that COVID was the acceleration point because. [00:10:44] Vince Menzione: We were all forced to do things we didn’t do before. People went out and bought PCs that didn’t have them. Kids had to learn from home. Healthcare was administered tele telehealth, we didn’t do telehealth before. We had like 5% of the population to telehealth before that, uh, our work environment changed, right? [00:11:02] Vince Menzione: We were doing Zoom calls or teams calls back when I was at Microsoft Days, but the world started doing it. Our life started to change. That’s why being in the room places like this is so important. And so that really has accelerated everything. And this, you know, all these things have been accelerating over time and these are significant shifts. [00:11:22] Vince Menzione: We have the three leaders of the three marketplace organizations coming on stage here. Uh, the three hyperscalers, because marketplace went from, we were talking about it like, this is really cool. You need to go do it. A few years ago. So Microsoft lowering the rates on it, and then everything changed and then everybody started accelerating and it became the fungible token. [00:11:43] Vince Menzione: ’cause we used to, we used to partner, we used to take spreadsheets and put ’em up against each other and try to figure out deals and fax copies of deals that came in and say, we want credit for this one. And then Marketplace became a way to create a fun non fungible token. And really drive your success. [00:11:59] Vince Menzione: And so we have all the leaders that are running marketplaces in this room, by the way. So this is gonna be like the most incredible rich conversation. Co-selling. Co-selling is a, you know, a non-starter day. You have to co-sell it. People, we used to do vendor channel, which means I had somebody selling my stuff that’s not happening anymore. [00:12:19] Vince Menzione: And Jay, we’ll talk about the seven seats at the table. But this is all, these are all the things that have been changing. And of course, ai. I think that we are sitting here and I, I, I’ll share, and I’m stressing this, like this is, you need to be in this room because you’re gonna hear from leaders about what the next steps are. [00:12:35] Vince Menzione: ’cause I think we’re all paralyzed by AI and all the changes that are going on in our world and playbooks are no longer good because they’re outdated the week after they come out. So I need to, I need to follow this in real time. I think this is super important that you do, and it’s why we exist and it’s why this time is like no other. [00:12:53] Vince Menzione: I think, you know, we said maybe a generation, maybe it’s a lifetime in terms of the shifts that we’re seeing. So I, I kind of started here and I wanted to end here, uh, just because the light doesn’t go out. That’s what it’s all about. And this is it. This is it for me, right? This is my, my last run. I’m not gonna go work for a company after this. [00:13:16] Vince Menzione: I’m not gonna go into become a consultant. And I want this truly to be like special. And I want you to all feel like you’re part, you are part of it, and however much you wanna lean in and be part of it in the future, we want to grow this in the right way. I, I feel that we have an a unique opportunity. [00:13:34] Vince Menzione: Because we’re not a vendor, we’re not selling anything. I feel like we’re a platform. We’re that we’re that lighthouse and others can come in that are experts and I feel like more and more of ’em are showing up. And you know, the PDG guys did a great job today and others in the room and people that have been friends and supporting us for for years as on that sponsor slide. [00:13:56] Vince Menzione: And so we just want to continued this journey with each of you. Um, and so I want your feedback on what we’re doing. I want, I love your support. I love your passion. I love the fact that you’re still here in the room talking with, with or being here, listening to me today. Um, this is, that lighthouse is, you can see these pictures. [00:14:15] Vince Menzione: These are all family photos. Um, we go to that lighthouse, not because it’s a lighthouse, but uh, it happens to be like a landmark in our town. And, uh, it’s kind of cool. And actually the re Joe Namath has owns the restaurant across from the lighthouse, so we, we’ve got to see him a couple of times, which is kind of cool. [00:14:34] Vince Menzione: But I, I, I, I was posting this lighthouse when I started the podcast. And I was, yeah. ’cause that’s where I live and it’s my hometown. And I think about Dakota Rings and I think about other things. But, um, this is what matters. This is what matters is helping others. And we all are gonna need each other in this world because AI is gonna change our lives. [00:15:00] Vince Menzione: And dramatically it’s, I I think this is a once in a lifetime thing. But I think having people that you trust and being in the room with others where you can learn and grow and adapt, adaptability is so important. So, um, analog is the new digital as my, my good friend Gary V now says. And I think there’s this huge opportunity around what we do as ultimate partner to help everybody reach their pinnacle to everybody. [00:15:26] Vince Menzione: Be the ultimate partner. And I want to thank you for coming. I want your, thank you for your support, friendship, love. And, uh, you’re just an incredible group. Thank you. [00:15:41] Vince Menzione: Until next time, we’ll see you in person. Hopefully at our next event.

Vendor channel consolidation, specifically through peer and family-owned acquisitions, is driving a fundamental shift in the operational landscape for MSPs. This episode analyzes the case of NetSciences, an MSP based in New Mexico, which was acquired by Qual IT—a family-owned operator with over two decades in the space. The MSP market now includes multiple buyer categories: peer acquisitions, roll-ups, and private equity (PE) players, each with distinct approaches to valuation, integration, and operational continuity. The transition of NetSciences to Qual IT illustrates that smaller MSPs increasingly face decisions about optimal sale pathways. According to Joshua Liberman, roll-up buyers and PE investors often introduce rapid shifts in deal terms and operational models, with PE offers described as subject to abrupt valuation changes (drops up to 67% noted by Liberman), creating a higher risk profile for sellers seeking stability and legacy preservation. By contrast, the peer acquisition model (as executed through platforms such as ASCII's peer-to-peer review process) is allowing some MSPs to complete sales with greater continuity and cultural alignment, though post-sale integration often defaults to the acquirer's systems and standards rather than blending best practices. Secondary developments reinforcing this shift include persistent market focus on monthly recurring revenue (MRR) metrics and the operational tradeoffs of pursuing high MRR percentages. Liberman maintained a 50–60% MRR intentionally, arguing that chasing 80%+ MRR metrics can distort business health and does not universally suit all MSP models. Discussion of cybersecurity underscores the need to reposition technical services as business outcomes—security is described as foundational, permeating every operational and client decision, yet is often misunderstood or negotiated away to the detriment of risk posture. Operationally, these trends imply that MSPs must be highly selective about both client and acquirer fit, balancing growth trajectories against risk aggregation and cultural alignment. Attempts to homogenize client environments and enforce consistent security baselines are necessary but limit scale and acquisition appeal. Failure to assess how integration will shift toolsets, processes, and staff autonomy can result in loss of operational maturity and control post-sale. Additionally, the unchecked adoption of tools such as AI—without oversight or documented process—exemplifies emerging areas of governance risk that technology leaders cannot overlook. Supported by: ScalePadTimeZest Sign up for the SMB Online Conference: www.smbonlineconference.com

In this episode, we unpack the biggest mistakes founder-led businesses make when trying to scale, what it really takes to step out of day to day, and the critical piece most businesses overlook when chasing sustainable growth. If you are ready to build a business that grows with intention, this conversation will give you the clarity and direction to start making that shift. >>> Here are 4 ways we can help you reach your revenue goals faster...#1 Unlock the full potential of your marketing engine. We'll provide you and your team with the direction, insights, and tools necessary to excel in the complex landscape of modern marketing. - Marketing Advisor On Call#2 Discover the marketing strategies & tactics that will guide your next quarter and unlock explosive growth in 90 minutes. - Quick-Start Marketing Strategy Game Plan#3 Discover a tailor-made strategy for unprecedented growth to transform your marketing in 30 days. - Unlock Your Growth Opportunities#4 If you need guidance on the most effective direction for your marketing, then schedule a call with us today! - Get Your Free Discovery Call Now

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A pronounced infrastructure dependence on third-party AI models has emerged across the MSP ecosystem, largely due to the rapid adoption and integration of AI-powered features within vendor products. This structural shift is increasingly opaque, as providers are sold features rather than transparent access to underlying models, leaving MSPs exposed to changes in technologies and policies enacted upstream by vendors or regulators. The episode highlights how this dependency extends to delivery teams and end clients, with operational continuity tightly linked to decisions and actions outside the MSP's direct control. The most consequential development referenced is Anthropic's release and rapid withdrawal of its Fable 5 AI model following a directive from the U.S. Commerce Department, which ordered a cutoff of model access to foreign nationals within 72 hours of public launch. According to published benchmarks, Fable 5 surpassed GPT 5.5 in performance, but the government-mandated suspension exposed how quickly model access can be rescinded. The policy move immediately impacted any MSP or client with offshore or nearshore staff relying on AI features invisibly powered by that model. Further supporting the central theme, companies such as PAX8, Enforcer, and CloudRadio are embedding AI capabilities into platforms used by MSPs to manage Microsoft 365 environments, automate ticketing, and support scalable client operations. In parallel, vendors like Proofpoint are integrating compliance solutions directly with AI model APIs, further entwining risk management tools with the same core AI infrastructures. A Netrio survey cited in the episode found that while 82% of mid-market IT leaders have AI in production, only 26% report organization-wide governance, highlighting an accountability and visibility gap. Operationally, MSPs face heightened contract and vendor risk. Most lack an accurate inventory of which AI models underpin their services and how rapidly these dependencies can be affected by regulatory directives or vendor shifts. The discussion underscores the need for explicit procurement protocols, delivery mapping, and outage runbooks that account for opaque model dependencies. As clients seek greater transparency and contractual assurances regarding model use and continuity, MSPs who anticipate and document these dependencies may be positioned to reduce exposure and establish clearer accountability. 00:00 Switched Off  03:19 Painted Over 05:20 Govern or Absorb 08:41 Why Do We Care?  Supported by: Pax8 Sign up for the SMB Online Conference: www.smbonlineconference.com

Recorded live at the Pax8 Beyond 26 Conference in Salt Lake City, Utah, these back-to-back conversations with Chris Marks, VP of Marketplace Innovation, and Chance Weaver, Global Vice President of AI Adoption, offer a powerful glimpse into the future of the IT channel and the evolution from Managed Service Providers (MSPs) to Managed Intelligence Providers (MIPs). Together, they share how Pax8 is helping partners navigate one of the most significant technology shifts in decades by combining innovation, community, education, and practical AI adoption strategies. While Chris focuses on the vision, leadership, and marketplace transformation required to unlock new opportunities, Chance provides a tactical roadmap for turning AI into measurable business outcomes and recurring revenue streams. Discover why AI is not simply another tool, but a catalyst for deeper client relationships and strategic business transformation. Key themes include the importance of moving beyond technology conversations to business outcome discussions, embedding AI into workflows rather than treating it as a standalone solution, leveraging community to accelerate learning, and embracing curiosity, adaptability, and servant leadership in times of rapid change. Chris highlights the tremendous opportunity for MSPs to become trusted business advisors, while Chance demonstrates how partners can start immediately by having AI conversations with clients, identifying business challenges, delivering quick wins, and building long-term value. Together, their insights reinforce a powerful message: the future belongs to technology leaders willing to innovate, educate, and guide their clients. Key Highlights: The evolution from MSP to MIP and why business advisory services are becoming a critical differentiator. AI creates new opportunities for growth, efficiency, and recurring revenue when tied to measurable outcomes. Community, collaboration, and continuous learning are essential for navigating technological disruption. Practical strategies for introducing AI to clients, addressing governance concerns, and demonstrating ROI. Leadership lessons centered on curiosity, empowerment, servant leadership, and enabling teams to innovate. How Pax8 is building the programs, tools, and ecosystem partners need to thrive in the AI-driven economy.   Be sure to register for Beyond 27 in San Diego, California, and visit pax8.com to learn more about the marketplace.

The episode highlights a structural shift from automation that suggests actions to automation that executes actions autonomously, thereby transferring substantial operational risk and accountability to technology vendors and their AI-driven platforms. This transition is exemplified by Atera's deployment of their autonomous AI agent, Robin, which is positioned to handle a significant proportion of Tier 1 and complex Tier 2 IT tickets for managed service providers (MSPs). The company's commercial strategy, including performance guarantees, signals an increased expectation that AI can assume core IT operational responsibilities that were traditionally reserved for human engineers. Atera has introduced a policy wherein Robin is guaranteed to autonomously close at least 50% of all Tier 1 and complex Tier 2 tickets within 90 days of onboarding, or fees are waived. According to Atera, this commitment is supported by a backend analysis of MSP tickets and live demonstrations using historical data. The company asserts that Robin's mean time to repair is approximately 120 seconds, that onboarding is managed collaboratively, and that the rollout is more akin to hiring and training a human engineer than a standard software deployment. This approach is backed by patent filings and a business model integrating AI as the foundation rather than an add-on. The episode further examines the implications of mandatory AI bundling in Atera's redefined RMM and PSA platform offering. The company has faced pushback from segments of the MSP community dissatisfied with bundled AI services and associated pricing changes, particularly from those wishing to maintain control over their technology stack. Atera responds by describing a re-conceptualization of their platform as inherently AI-driven, distinguishing between “platform AI” and the autonomous Robin agent, and clarifying that preexisting AI users would not incur additional costs. There is also discussion around the impact of automation on human roles and the need for new approaches to training and accountability, particularly for junior staff. For MSPs and IT service providers, these developments signal an increase in infrastructure dependency on vendor-managed AI agents, as well as new layers of contract risk linked to performance guarantees and platform integration. The operational reality described involves a significant reduction in required headcount, a shift in staff responsibilities from routine incident response to higher-order business and security tasks, and the necessity for designated internal management of AI tools. There remain unresolved concerns about skill degradation and the long-term risks of over-automation, including the narrower pathways through which junior personnel may acquire foundational experience. Sponsored by:  ScalePad https://scalepad.com/dave/ Nerdio https://nerdio.co/MSP-Radio Sign up for the SMB Online Conference: www.smbonlineconference.com

Patch Tuesday goes big. Congress looks to harden critical infrastructure. A new Windows zero-day drops. Mobile AI creates security blind spots. AI agents fall for phishing. Browser extensions expose millions. Spammers hide behind Google Cloud Storage. CISA crowns its cyber champions. Our guest is Joe Sykora, CEO from Coro, discussing the MSP space and how to address it. Relentless robocalls retreat. Remember to leave us a 5-star rating and review in your favorite podcast app. Miss an episode? Sign-up for our daily intelligence roundup, Daily Briefing, and you'll never miss a beat. And be sure to follow CyberWire Daily on LinkedIn. CyberWire Guest On today's Industry Voices segment, we are joined by Joe Sykora, CEO from Coro, discussing the MSP space and how to address it. If you enjoyed this conversation be sure to check out the full interview here.  Selected Reading Microsoft's biggest-ever Patch Tuesday fixes 206 bugs, including 3 zero-days (Malwarebytes) ICS Patch Tuesday: Vulnerabilities Fixed by Siemens, Schneider, Phoenix Contact (SecurityWeek) Adobe Patches 123 Vulnerabilities (SecurityWeek) Warner proposes overhaul of critical infrastructure cyber plans as AI threats rise (Nextgov/FCW) New Windows Zero-Day Exploit 'RoguePlanet' Released (SecurityWeek) Lookout Study Reveals 93% of CISOs Blinded by False AI Confidence as 59% of Mobile AI Traffic Flows "Dark" (Lookout) Phishing for Lobsters: How We Tricked OpenClaw into Spilling Secrets (Varonis) MaXSS & Spyder: How two Chrome extensions allow websites to compromise over 10 million browsers (Rebora) How Spammers Are Hiding Behind Google and the New York Times (Comparitech) CISA names winners of seventh annual President's Cup cybersecurity competition (Industrial Cyber) U.S. Consumers Received Just Over 4.1 Billion Robocalls in May, According to YouMail Robocall Index (PR Newswire) Share your feedback. What do you think about CyberWire Daily? Please take a few minutes to share your thoughts with us by completing our brief listener survey. Thank you for helping us continue to improve our show. Want to hear your company in the show? N2K CyberWire helps you reach the industry's most influential leaders and operators, while building visibility, authority, and connectivity across the cybersecurity community. Learn more at sponsor.thecyberwire.com. The CyberWire is a production of N2K Networks, your source for strategic workforce intelligence. © N2K Networks, Inc. Learn more about your ad choices. Visit megaphone.fm/adchoices

Send us Fan MailWhat happens when a former elementary school teacher steps into the fast-paced world of tech sales and MSP project management?In this episode of Joey Pinz Conversations, Andrea McGlothin shares a powerful journey from teaching first graders how to read to helping MSPs structure projects for real profitability and success.

Send us Fan MailWhat does it really take to perform at the highest level—on the field and in business?

Send us Fan MailWhat separates a strong operator from a true leader—and how do you scale success across multiple companies?In this episode of Joey Pinz Conversations, Joey Pinz sits down with seasoned tech executive Jim Lippie to break down decades of experience across MSPs, SaaS companies, and multiple successful exits. From early days in the MSP space to leading SaaS growth and navigating acquisitions, Jim shares practical insights on leadership, metrics that matter, and what most operators overlook.

Use code EDB at https://jonesroadbeauty.com to get a Free Gift with your first purchase! #JonesRoadBeauty #ad Watch the full coverage of the live stream on The Emily D. Baker YouTube channel: https://youtu.be/OLiagNatxIE  This Case Brief provides a deep dive into the intensifying legal battles surrounding the Karen Read case, featuring an analysis of a contentious civil hearing where the judge expressed extreme frustration over discovery delays and the minimal number of depositions completed to date. Emily also details a major new federal lawsuit filed by Read against the Massachusetts State Police and the Town of Canton, which alleges a deep-seated culture of bigotry and institutional rot, citing horrific and graphic text messages exchanged between former investigators Michael Proctor and Sergeant Sean Goode. The discussion also covers the sudden resignation of Sergeant Goode following an internal misconduct probe and the revelation of Proctor's extensive iCloud data—dating back to 2013—containing racial slurs, misogynistic remarks, and discussions of planting evidence. Ultimately, the speaker reflects on the systemic failures that have hampered a just investigation into the death of John O'Keefe, leaving his family without the clear answers they deserve. RESOURCES Karen Read v. MSP & Canton -- https://emilydbaker.com/readvmsp  Karen Read 2025 Retrial Playlist - https://www.youtube.com/playlist?list=PLsbUyvZas7gL3CbMJHvrKiAD1aDNcblnO  Karen Read 2024 Mistrial Playlist - https://www.youtube.com/playlist?list=PLsbUyvZas7gKUeCUzApgsEuQRXu5IXeTS Learn more about your ad choices. Visit podcastchoices.com/adchoices