vCIO Operations Tool Live Training
Build a Scalable Account Management and vCIO Operation
Plan and give your account managers and vCIOs clear playbooks of activities that they can manage daily. See where clients are being over or under-serviced and understand how your team can maximize their productivity.
Gain visibility into your AM/vCIO activities to understand who is doing what and when to deliver outstanding client engagement. Never miss another crucial client interaction that could make or break your relationship.
Spend less time on busywork, more time focusing on critical client interactions. Structure your Account Management and vCIO deliverables. Save time and gain better visibility into who needs attention.
Account managers can not generate the necessary client engagement, technology stack adoption and project growth without a proper expectation and structure in place.
Client Engagement Playbooks help define what activities you deliver to different client segments. Structure the Account Management and vCIO processes so you’re less reactive and more proactive. Assign the playbooks to clients and then track the execution. Assign Account Managers to Clients and monitor activities. Never miss another crucial client engagement.
Running an effective day-to-day operation with client meetings, roadmap management and service management creates a ton of distraction and prevents staying focused.
Let the entire team follow the same processes. Gain visibility into what attention clients need and when. Client engagement scoring gives quick visibility on who needs attention. Client activity management offers a quick understanding of what critical activities have been done and missed, such as budgets, technology reviews or other audits.
You cannot predict future client engagement and your team doesn’t know what’s needed to engage clients.
The Client Engagement Score (CES™) goal predicts client engagement over time based on the delivered/planned Client Engagement Activities. This helps you to set proper expectations of the various client segments. It also helps communicate expected deliverables to your Account Managers and set expectations with the client.
If you do not drive your account managers' activities, your clients will. That leads to ad-hoc busywork not aligned with your growth goals.
Client Engagement Scores let you measure the amount of current and forecasted connection with your clients and prospects. See all of your Client Engagement Activities across all of your clients and Account Managers / vCIOs. See what's been completed, is planned and what's overdue. Filter by Account Manager, Client Segment or On/Off Target. Never miss another crucial client meeting or QBR.
To be aligned with clients, manage opportunities, forecast workload and deliver projects on time is difficult.
The Client Roadmap helps to set the proper expectations, set budgets for different initiatives and also to allocate the necessary resources available. Add new projects on the fly or select from your project library. Set priorities by dragging and dropping projects. Set one-time or recurring budget items as well as project time estimations for your resources. The project roadmap can be synced with your PSA's Opportunities and Projects.
Communicating with clients at a high level is overly difficult without proper visuals and aggregated information.
The Client Dashboards let you highlight key metrics with your clients. You can bring scoring profiles from different reports and show them in one place. If you do security audits, you can pull the number to the dashboard. If you have an IT Technology Stack score, use that to demonstrate their technology debt. Review their dashboards frequently to demonstrate progress and get projects accepted.
You may have several projects in different opportunities and delivery lifecycles with many clients at once. The lack of visibility leads to all sorts of problems.
By aggregating all client roadmaps, you can forecast project workload by individual to avoid overutilization. Also avoid giving false assumptions for clients with deadlines you will not be able to meet. Forecast revenues to have a steady cashflow instead of fluctuating project revenue.
Client engagement is usually a result of different activities you do with your clients such as onboarding calls, Business Reviews, Strategy and Meetings, Lunch and Learns or even your annual Community Fundraiser.
Client Experience Activities help you to list and define your proactive engagement activities. Client Engagement Activities can be delivered ad-hoc or as a series of events based on a Client Experience Playbook, and can be logged to a client by an Account Manager. The engagement level is measured by the Client Experience Score. This helps your team be clear about what’s expected of them.
Most MSPs are not paying attention to the size and opportunity of their clients, but rather to the generated noise of the client. This means account managers and owners are paying attention to small clients rather than the ones that would lead to growth.
Client Segments are groups of clients who are similar in terms of size, maturity, complexity or another characteristic. This determines the way you get and keep them engaged. The industry best practice among MSPs, with whom we've been working over the years, is to generate client segments based on client size. The size usually reflects the complexity and the Monthly Recurring Revenue of the clients. These are the main factors in determining their needs and potential resources.
Account Managers and owners usually have no structured game plan with clients and no reliable frequency. This leads to less professionalism and very ad-hoc client meetings.
Client Engagement Playbooks are sets of activities you plan to deliver to a specific client segment. Based on the planned Client Experience Activities you can forecast the Client Engagement Score over time.
You can use the playbook for the following purposes:
By defining the amount of time spent on each client segment, you ensure your team provides the highest standards of service.
Without a clear understanding of what the client wants or what our objective is, achieving focused client meetings successfully is truly difficult.
For each client, a Goal can be applied. This can be set with the client or internally. The goal is visible on every list to make sure the account manager who is assigned knows exactly what they have to achieve next with the client. Focus creates clarity, accountability, and efficiency.
Account Managers and vCIOs are rarely accountable. Not because of the nature of the work but the lack of visibility into their activities.
Gain visibility into your AM/vCIO activities to understand who is doing what and when to deliver outstanding client engagement. Drill down into clients and see what activities are planned and completed. Understand what your team is doing and keep accountable to the playbooks and activities. Connect delivered reports to activities and scores based on contact seniority level. Never miss an opportunity to nurture trust and loyalty!
Not all of your client contacts are created equal. You might assume that a strategy meeting with the owner of the company impacts more on the overall engagement than a QBR with the office manager.
The Seniority Factors are determining how engaging the activities are. Your planned client engagement scores can be exceeded by having more senior individuals present at the meeting. If the account manager cannot engage the decision-makers, the scores will be lower. This is a true prediction of your future opportunities with your clients.
We had challenges in upgrading our clients to our cybersecurity offering. Managed Services Platform helped to develop an effective process for our Account Management team to grow our existing client base.
Since we use Managed Services Platform we have a consistent and effective QBR process that helped us to win more projects and maintain business conversations with executives.
Managed Services Platform helped to cut down our QBR process in half the time. This enabled me to do regular QBRs with all key clients and delegate project opportunities to the service team.
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Whether you’re a “one-man-band”, an emerging MSP with a handful of people, a team about to reach the 20 people mark or...