A common refrain we hear from owners of MSPs is that they’re hesitant to consider bringing on a partner or selling their business when things are going well.  We completely understand, as life is easier when you are growing, customers are happy, and margins are strong.  However, we’ve also seen the opposite, when a Managed […]

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A new sales leader reached out this week to ask when she should hire her first sales development representative (SDR). What a great question, and luckily, it’s a pretty black and white answer.  LET’S START WITH WHEN IT’S NOT TIME TO HIRE YOUR FIRST SDR. It’s too soon to hire your first SDR when: You haven’t landed any actual, […]

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As the leader of the customer-facing parts of a SaaS organization, I was quick to take accountability and responsibility for “customer success”, which of course really meant customer retention. It took me many years to realize how flawed my thinking was and to come to understand that Customer Success is bigger than any single department. […]

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