Managing your customer base isn’t only about delivering customer support effectively. Sometimes you need to do things on the backend to ensure your business keeps running.
For instance, how diverse is your customer base? Is everyone paying the right price for your services, or is one customer the bulk of your portfolio? Also, how are you addressing customer challenges? Are you constantly looking for ways to help your customers overcome business hurdles?
Here are five must-read blog posts to help you better manage your customer base in 2023.
Your customer base is like a garden. It needs to be pruned, watered and cared for regularly, or it becomes overgrown and overwhelming.
Has your “face time” been reduced with customers? Do your vCIOs prefer Zoom meetings over in-person meetings? You can’t underestimate the impact of face-to-face time with customers. I know it’s easier to be remote and sometimes it may seem more efficient — but there is a cost.
Putting all your eggs in one basket is never a good strategy. It’s always best to diversify most aspects of your business, especially your customer base. Most of us have been there before. We score a big customer and tout it as a big win, which is a significant milestone for your business. Landing a whale can completely change your business. However, not always for the better.
You have a lot of choices as an MSP in terms of priorities. You can focus on trying to be more efficient with professional services or support, re-evaluate sales, add tools and standards, and so on. The list is endless. However, there is one thing that can make a difference in your business.
I want you to think back to before the pandemic began in March 2020. How have your customers’ needs changed? What are you doing for them today that you weren’t doing then? What tools have you added to your stack? What security process and governance have you added?