Make Delighting Your MSP Customers Job #1 and the Rest Will Fall into Place

As the saying goes, “the customer is king,” and businesses who don’t put their customers first often learn this the hard way. This becomes particularly important with cloud services. It’s a brave new world “in the clouds,” and customers often look to their managed service provider (MSP) to present a solution that addresses their needs. But for you the MSP, it’s a much bigger issue, right? You don’t want to just address your customers’ current needs with a solution that screams, “Yes, I am addressing the problem you told me you had!” You want to “delight” your customer with a solution that also says, “Hey, I am also addressing other needs that you didn’t even know you had…or will soon have.” And this is hard because to truly delight your customer, you must perform thorough due diligence to evaluate and select the right technologies that will meet the needs of your customers now – and in the future.

Let’s look at file-sharing options because it’s a category of cloud services that Egnyte provides. In my role, I have the pleasure of getting to know the strategies of many different IT service providers. Unfortunately, I often see that a lot of solutions are typically based on the path of least resistance, which can be boiled down into two common scenarios.