Channel Chatter, Aug 21 - 28
Dave Sobel
Outspoken Host of the Business of Tech and leading voice in the delivery of IT Services
This newsletter is in BETA, and feedback is welcomed and encouraged.? Anyone who joins in the beta will be included in the launch offer! ?The intention is to deliver a set of actionable insights into the discussions had by the community for vendors to leverage for execution. Does this deliver???
Channel Chatter is the parsing of the listening posts that the Business of Tech podcast has around the MSP community across discussion forums and groups to bring together insights and discussions that I think are worth considering.?? In considering the needs of MSPs by listening to them for the podcast, there are insights specifically for vendors serving the space to be shared.? That is this newsletter.??
I’m drawn to discussions around consulting in the managed services space, as at it’s core, delivering technology advice to customers is the highest value deliverable.
How many of you wound up shifting to consulting? What did that transition look like for you?
Of course, some good snark
Uh…isn’t consulting what we’re all doing here right now?
But it’s summed up easily.
It depends on where you want your MSP to go. We already consult with our existing clients on how to improve their businesses through technology. We regularly meet with them to talk about their goals and how we can help accomplish them. Then we come up with a plan, execute it, and then revise as needed over the lifetime of the relationship.
So much this. This is the core value, and often gets forgotten in the quest for pure recurring revenue.
Most MSPs we have taken clients from barely do any "M" and certainly no consulting. Even larger clients we have onboarded (75 users) have had no IT guidance for years. It's sad really.
Which is so true. So many are not doing it, which is why I continue to look for it.
Now, why do I bring it up? Because this theme is often in direct opposition to the managed services model of stability and standardization. And it’s not done with product sales. This is important to remember for those vendors serving the Managed Services Provider community.
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Topics of Interest
This section is a high-level summary of the major topics of discussion within the community during the time period. This gives you a sense of the questions the community is raising and what they are discussing.
Product Gaps
This section is intended to highlight “gaps” that appear to exist in the market, where a specific weakness or need is highlighted in terms of product offerings. This can also include potential gaps in the market. If you wondered what MSPs “wish things did”, that’s this section.?
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Vendor Discussion
This section is designed to give you insights into who was “discussed” this week. These are vendors that were mentioned or commented upon, and not necessarily a specific set of complaints about the vendor. This may be a good opportunity to learn about a new name, or get a sense of who is in the zeitgeist.?It’s long. It’s intentionally long, to give you the firehose.
Action1: Mentioned in the context of a false acquisition rumor by CrowdStrike. Action1 denied the rumor, asserting its position as a founder-led company. Sentiment was negative due to concerns about misinformation.
AdminDroid: Recommended for its comprehensive reporting capabilities in Microsoft Office 365, especially for tracking mailbox access. Discussed positively as a tool for detailed reports.
Allworx: Discussed for its proprietary PBX system, which limits the ability to use Allworx phones with non-Allworx PBX systems, leading to frustration over vendor lock-in. Sentiment was negative due to the limitations and associated high costs of legacy systems.
Acronis: Mentioned in relation to patch management and backup solutions, particularly for Microsoft 365 and Google Workspace. A preferred solution for comprehensive backup needs.
AWS (Amazon Web Services): Suggested for its granular permissions and excellent API support, which makes it suitable for development work and automation. Generally discussed positively.
Barracuda: Referenced as a company frequently involved in acquisition rumors, indicating the community's awareness of market movements and speculation.
Bitdefender: Discussed as a security solution for antivirus (AV), endpoint detection and response (EDR), and managed detection and response (MDR). Users generally appreciated its layered security features and cost-effectiveness. Sentiment was positive due to its comprehensive offerings.
Blackpoint: Mentioned as a potential MDR solution, often used alongside other AV and EDR solutions. Discussed as a strong player in the MDR space.
CDW: Mentioned for having strict purchase authorization policies, preventing unauthorized purchases. Seen as a reliable vendor for corporate compliance.
Cloudflare: Recommended as a domain registrar alternative due to its ICANN wholesale pricing and additional features. Sentiment was positive due to transparency and user experience.
ConnectWise: Mentioned in the context of billing disputes, highlighting issues some users face with licensing and billing.
CrowdStrike: Discussed in a false acquisition rumor involving Action1, which was later debunked. CrowdStrike’s involvement in acquisition rumors highlights its perceived role as a market consolidator.
CyberFox: Evaluated as a Privileged Access Management (PAM) solution, noted for current compatibility limitations but positive future development prospects. Sentiment was neutral to positive due to ongoing development.
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D&H: Discussed in the context of contacting an MSP owner about an incorrect order, highlighting issues with order accuracy. Sentiment was mixed due to recurring mistakes.
Datto: Preferred by some users for more efficient patching and business continuity/disaster recovery (BCDR) services compared to other RMM solutions. Sentiment was positive due to reliability in backup solutions.
Dell: Mentioned in relation to historical acquisition rumors, indicating awareness of the company’s role in the IT market and frequent speculation.
DigiCert: Mentioned for its certificate management platform and high reputation in SSL certificates, despite being expensive. Generally discussed positively for its reliability.
Field Nation: Suggested as a platform for finding part-time remote IT work, recommended for its accessibility and support for freelance technicians.
Fortinet: Mentioned in the context of acquisition activities, specifically acquiring Lacework, illustrating Fortinet's expansion strategies.
Geeks On Site: Contacted for potential remote work but found to have no openings, highlighting the limited availability of certain IT job opportunities.
Giant Rocketship: Referenced in a blog link discussing post-exit paths for MSP owners, illustrating resources available for career development and industry insights.
Global Sign: Previously used by a user for SSL certificates but noted for increased pricing, leading users to seek alternatives.
GoDaddy: Mentioned with mixed reviews. Some users found it okay for domain registration, while others criticized its upselling practices and handling of security incidents. Sentiment was negative due to these issues.
GoGetSSL: Recommended for being inexpensive and easy to manage, positioned as an alternative to higher-cost SSL certificate providers.
Helpt: Suggested as a potential outsourcing firm for IT professionals seeking subcontracting work.
Hover: Mentioned positively by long-term users for good support and providing free domain privacy.
Huntress: Evaluated as a potential EDR and MDR solution, with mixed reviews, especially about customer support during critical incidents. Sentiment was mixed due to support issues.
Ingram Micro: Mentioned in the context of sending incorrect quotes and orders, highlighting issues with order management. Sentiment was mixed due to recurring mistakes.
Kaseya: Mentioned in the context of potential acquisitions, causing concern among users about future changes and integration issues. Sentiment was negative due to past security breaches and concerns over aggressive acquisitions.
Lacework: Mentioned as a company acquired by Fortinet, illustrating the industry's consolidation trend.
Let's Encrypt: Recommended for providing free SSL certificates and automating renewals. Discussed positively as a cost-effective solution for many users.
MailChimp: Mentioned as an alternative for bulk mailing, highlighting its effectiveness in managing email campaigns and deliverability.
Microsoft 365 (O365): Mentioned in various contexts for its widespread use in email, compliance, and collaboration. Generally discussed positively due to its comprehensive features and integration capabilities.
Namecheap: Suggested as a domain registrar for its simplicity, affordability, and better user experience compared to upselling-focused competitors.
Namesilo: Praised for being a simple and cheap domain registrar, though lacking in advanced security features. Discussed as a reliable and no-frills option.
NinjaOne: Discussed due to issues with applying patches after scanning, causing frustration. Also mentioned in the context of a billing issue that was resolved amicably. Sentiment was mixed due to operational challenges but positive towards customer service resolution.
N-Able: Mentioned in a similar context to other vendors for its patch management and billing solutions. Highlighted in discussions about potential billing issues.
OpenSRS: Recommended for supporting a wide range of top-level domains (TLDs) despite having a subpar user interface.
PAX8: Mentioned as an alternative vendor for purchasing SentinelOne licenses, noted for their reasonable prices and good customer support.
Porkbun: Popular for its simplicity and cost-effectiveness as a domain registrar, offering an alternative to more expensive options.
Register.com: Criticized for aggressive upselling, slow interface, and failed renewals, leading users to seek better alternatives. Sentiment was negative due to poor user experience.
Securden: Suggested as a PAM solution supporting a wide range of operating systems, highlighting its compatibility and MSP-focused offerings.
SentinelOne: Discussed in the context of a billing issue with NinjaOne, which was resolved. Also considered for security features and as part of the cybersecurity stack for MSPs.
Shelf.nu: A blog referenced in discussions about best practices for naming conventions, illustrating the variety of approaches and resources available.
Squarespace: Mentioned post-acquisition of Google Domains, criticized for lacking dynamic DNS features, leading to operational disruptions. Sentiment was negative due to limitations.
Steam: Suggested as a potential source for gift cards as rewards for Security Awareness Training (SAT) compliance.
Syncro: Mentioned as the main platform for an MSP, highlighting its role in managing client systems and integrating with other security solutions.
TD Synnex: Known for sending incorrect quotes and denying credits for lost deliveries, highlighting common issues with vendor order management. Sentiment was mixed due to recurring mistakes.
ThreatLocker: Discussed due to a reported issue with orphaned machines being placed in a separate organization called "Revived from HealthService," causing concerns about efficiency and security. Sentiment was negative due to inefficiency and potential security risks.
Trend Micro: Mentioned in the context of acquisition rumors, illustrating the industry's ongoing consolidation discussions.
Twilio: Mentioned in the context of switching away from using it for texting services, indicating a transition to alternative communication platforms.
Verokey (via ssltrust.com.au): Recommended for offering a free DigiCert CertCentral account to manage SSL certificates with automation and more, positioning it as a valuable tool for MSPs.
Wasabi: Used for S3 storage for backups, highlighting its role in supporting cloud storage needs for managed services.
Co-Founder and M&A Partner at Evergreen
2 个月Great topic, been thinking about this a lot. Couldn’t agree more that consulting is both highly valuable to the customer and often gets forgotten because it is “non-recurring.” I think the lack of proactive consulting is a bigger reason for clients churning off their MSP than most of us acknowledge. A client choosing to leave is often less about CSAT on tickets and more about the client not feeling like they have someone guiding them through their technology strategy.
Chief GTM Analyst at Morris Management Partners | Tech Channel Expert | Growth Guru
2 个月Except … the “content” of your consulting is a different question from the “engagement type” of your consulting. If the engagement happens in a format that’s included within the boundaries of your “core” recurring services engagement then it’s a value add not a discreet line of business. The real question on this topic is whether an MSP can expand / diversify their business by adding a new line of business that captures incremental revenue via a complementary offering. (The answer, incidentally, is yes … it’s absolutely possible but it has layers of complexity to navigate.) Of course there is value in the knowledge and MSP can provide around “improving business with technology.” But there is zero reason to give away that knowledge for free as a component of a “standard” service offering.
Channel Champion - Avant Communications - Platform for Next-Generation Technology Decision-Making
2 个月From a consultative level, how are MSPs recommending solutions outside of their stack? Colocation, Connectivity, CX, UCaaS, AI, etc... I'd love to explore how those solutions are brought into the conversation MSPs are having with their customers.