Experience

If you need a highly-rated, dynamic speaker for your conference or event, Erick Simpson is one of the most sought-after technology business improvement and transformation experts, consultants, authors and speakers in the industry.

Erick has delivered hundreds of dynamic, informative Keynotes, Breakout Sessions, Workshops and Classes for Technology Vendor, Manufacturer and Distributor events.

His clients include a veritable Who's Who of industry icons such as Microsoft, Cisco, Intel, IBM, ConnectWise, Autotask, McAfee, Watchguard, Tigerpaw, Ricoh, HP, N-able, Symantec, Lenovo, Kaseya, Intronis, Fujitsu, Solarwinds, Fortinet, Carrier Sales, Comcast, BCM One and more; including Distributors such as Ingram Micro, Tech Data and organizations like CompTIA, The Channel Company, HTG, SBMNation, SMBSummit, ChannelPro and others.

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Erick Simpson's Speaking Clients Include:

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Erick Simpson
Erick Simpson
Erick Simpson
Erick Simpson

Speaking Session Excerpt

Speaker Introduction

Co-founder of one of the first "Pure Play" MSPs in the industry, and creator of the MSP Mastered® Methodology for Managed Services business performance improvement, Erick Simpson is a strategic technology business growth and transformation specialist and one of the most prolific, recognized and sought-after business improvement and transformation experts, authors and speakers in the industry.

Erick has contributed to numerous industry publications and events and authored over 40 business improvement best practice guides and 4 best-selling books, including “The Guide to a Successful Managed Services Practice”, the definitive book on Managed Services, and the follow-ups in his Managed Services Series “The Best I.T. Sales & Marketing BOOK EVER!” and “The Best I.T. Service Delivery BOOK EVER!” and “The Best NOC and Service Desk Operations BOOK EVER!”.

With over 25 years of experience in the IT industry as an Enterprise CIO, MSP, Strategic Coach and Consultant, Erick is a Business Process Improvement Expert with hundreds of successful IT Solution Provider, MSP, Cloud and Security practice business transformation consulting engagement outcomes.

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Erick Simpson

Speaking Topics

The following represent a small sampling of topics Erick has delivered Keynotes, Breakout Sessions and Workshops on. Click each Session Title for its Abstract.

What Every CIO Should Know About Cybersecurity

While Cybersecurity has come a long way in the last several years, companies across business sectors continue to struggle to adequately defend their networks. During this topical Cybersecurity session aimed at IT CIOs, Erick Simpson provides insight and understanding as to why threat actors’ advanced attack methods usually succeed and what can be done to thwart them.

  1. The 4 Cybersecurity Trends Every CIO Should Know
  2. 7 Cybersecurity Myths and Risk Factors
  3. 3 Questions Every CIO Should Ask Their Cybersecurity Leader

Attend this session if:

  1. You’re looking for the right balance between the needs of the business and the need for strong security
  2. You're frustrated with your People: staff, clients, vendors or partners. They don't seem to listen, understand you or follow through with their actions. No one seems to be on the same page.
  3. You’re interested in using innovation and creativity to strengthen security while minimizing operational friction
  4. You’re interested in championing security and building it into everything IT does from the very beginning

Session attendees receive the following MSP Mastered® tools by Erick Simpson: The CIO's Guide to Cybersecurity White Paper

Get a Grip on Your Business - The CEO Strategic Playbook for Stratospheric Success

During this strategic business-building session, Business Improvement and Transformation Expert Erick Simpson covers:

  1. The 6 Key areas of your business to focus on to create real quarter-over-quarter business improvement
  2. The 1 Meeting Agenda to use to manage and hold your team accountable to the tasks needed to realize improvement
  3. The 4 Fundamental Beliefs you must be willing to embrace to prepare yourself and your organization for improvement

Attend this session if:

  1. You don't have enough Control over your time or your company. Instead of controlling your business, it's controlling you.
  2. You're frustrated with your People: staff, clients, vendors or partners. They don't seem to listen, understand you or follow through with their actions. No one seems to be on the same page.
  3. You simply aren't generating enough Profit
  4. You've hit the Ceiling and growth has stopped. No matter what you do, you can't seem to get to the next level. You feel overwhelmed and unsure what to do next.
  5. You've tried various strategies and Nothing Has Worked for long, and as a result, your staff has become numb to new initiatives. You're spinning your wheels, and you need help to move again.

Session attendees receive the following MSP Mastered® tools by Erick Simpson: The One Meeting Agenda Template for Accountability and Execution

Building Effective Executive Leadership Skills to Grow Your IT Practice

How do you determine what traits define an effective Leader? During this session Erick Simpson provides insights into the traits required for effective leadership of your IT practice. Topics include what traits to look for and develop in yourself and others on your team to build high-performing teams to achieve your business goals.

Session attendees receive the following MSP Mastered® tools by Erick Simpson: Leadership Character Self-Assessment Tool

Building a Profitable IT Security Services Offering Master Class

Delivered by IT Security Sales Expert Erick Simpson, this master class provides attendees an understanding of what to include in a compelling, comprehensive IT Security Services Solution Stack, the sales process for IT Security Services, and how to qualify and sell these services to prospects and clients.

It includes the forms, tools, collateral and other resources to help attendees understand and execute the activities required to build a new, or improve an existing IT Security Services Offering.

By the end of this master class attendees will have an advanced comprehension of core IT Security Services concepts to build, price, sell and deliver a robust IT Security Services offering to their prospects and clients. This understanding will help them develop a strategy to more rapidly realize and grow more IT Security Services Monthly Recurring Revenues.

Master Class attendees receive the following MSP Mastered® tools by Erick Simpson: Managed IT Security Services Sales Process Overview Best Practice Guide, Managed IT Security Services Qualifying Questions Reference, Managed IT Security Services Pricing Calculator, Managed IT Security Services Sales Proposal, Master Services Agreement and Statement of Work, Managed IT Security Services PowerPoint Sales Presentation, Managed IT Security Services Overcoming Objections Reference

Session 1: IT Security Services Sales Process Overview

During this session IT Security Sales Expert Erick Simpson illustrates the overall Sales Process for Selling IT Security Services. From the role and function of the Sales Professional, Sales Engineer, Onsite Engineer, Project Manager to the process of bundling, pricing and service proposal development to On-Boarding new clients. Learning and following this process will help attendees close more IT Security Services business.

Session 2: IT Security Services Features and Benefits

This session focuses on understanding the features and benefits of IT Security Services to help provide you a solid foundation in qualifying prospects and clients for your services. IT Security Sales Expert Erick Simpson imparts attendees with a thorough understanding of the features and benefits of IT Security Services to prepare them to conduct the all-important Sales Qualifying process properly, accelerate sales velocity and shorten sales cycles to help close more IT Security Services business faster and for greater profit.

Session 3: Prospecting for Sales Qualified IT Security Services Leads

Every business needs IT Security Services, but finding specific businesses to sell these services to and then turning those prospects into customers isn’t easy. In this session, IT Security Sales Expert Erick Simpson walks attendees step by step through proven processes to generate sales qualified IT Security leads. Topics include using LinkedIn Sales Navigator to develop your ideal prospect target list, employing Dark Web scans to identify breached prospects and how to reach out to them with carefully crafted email and voicemail messages and call scripts that increase appointment-setting outcomes up to 90%.

Session 4: Qualifying Prospects for IT Security Services

During this session IT Security Sales Expert Erick Simpson reveals the necessary sales techniques to properly qualify a potential client that is meeting you for the very first time for IT Security Services. This IT Security-specific qualification process ensures that there is a good match between you and the prospect for your Security products and services. Attendees learn to conduct this Security-specific sales qualifying process properly to reveal key prospect information such as pain, need and budget to build urgency and buying temperature and accelerate sales velocity.

Session 5: Conducting IT Security Assessments and Scans to Gather Required Infrastructure Data

This session reveals the specific pre-sales activities required to develop the data needed to properly architect IT Security Solutions for your prospects and clients. Topics covered include the tools to use to identify security vulnerabilities at the perimeter, within the business infrastructure and in the Cloud. In addition, the identification of Personally Identifiable Information (PII) in the environment that can be exploited by criminal in the event of a breach, and employing anti-phishing tests to the user community during the assessment process to increase the value of IT Security Sales Proposals is covered. Attendees learn how to analyze and interpret this data effectively during solution scoping to inform pricing and sales proposal development.

Session 6: Developing and Pricing Your IT Security Services Sales Proposal

This session focuses on collating and analyzing the value information collected from your qualifying sessions with your prospect or client, as well as the security assessment, PII, anti-phishing and vulnerability scanning results gathered during the security assessment phase of your pre-sales process. Based on this analysis, attendees will learn to architect the appropriate solution, price for maximum profit and develop a killer sales proposal and PowerPoint presentation in anticipation of the next step in the sales process, the Sales Presentation.

Session 7: Conducting the IT Security Services Sales Presentation

This session reveals the 3 steps to a successful sales Presentation. Erick Simpson will dive into the necessary sales presentation techniques critical to accelerating sales velocity and increasing your prospect’s buying temperature to the highest possible point. Attendees learn the importance of properly presenting not only a strong monetary Return on Investment to your prospects, but also the critical Value on Investment for the intangible, but equally important benefits your services will deliver. These advanced techniques will arm you with the sales presentation strategies to build the momentum necessary to transition to the next phases of the sales process: Overcoming Objections and Closing.

Session 8: Overcoming Objections and Closing the IT Security Services Sale

This session reveals how to identify sales objections, qualify and overcome them in order to close the opportunity. During this session attendees learn the exact moment when their prospect is ready to be closed, and how to use trial closes and other tactics to determine when to ask for the business. These advanced sales closing techniques provide the strategies and know-how necessary to close more high-value security services business.

The Guide to Building a Successful Managed Services Practice

During this business transformation session, Erick Simpson focuses on the keys to building a successful Managed Services practice. Topics include what makes up a killer Managed Services deliverable and how to tier and price it, how to maximize profits during delivery of Managed Services, and how to effectively leverage Managed Services to become the Trusted Advisor to clients and sell solutions much more easily, and dramatically increase company and stakeholder value. Specific tactics to supercharge long-term recurring revenue growth and maximize lifetime client value are also revealed.

Session attendees receive the following MSP Mastered® tools by Erick Simpson: Processes and Procedures Necessary for Profitable Managed Services Delivery Best Practices Guide

How to Transition Your Break-fix Business to the Cloud

During this session, Erick Simpson focuses on the decisions, steps and processes you will need to consider and implement in order to transition your business model from a reactive break-fix practice to an effective Cloud Services practice. Delivered in a pragmatic, step-by-step process, the information Erick reveals in this business-building session pulls no punches, and reveals what it really takes to create a profitable, efficient Cloud Services practice.

Session attendees receive the following MSP Mastered® tools by Erick Simpson: Pricing and Positioning Cloud Computing Services Best Practices Guide and The Cloud Computing Primer

Determining Your True Cost of Managed Service Delivery to Price Right and Maximize Margins

This class focuses on understanding a Managed Services Practice's Total Cost of Service Delivery in order to determine actual service margins. Erick Simpson covers topics such as how to calculate hourly labor burden, hourly overhead burden and professional services labor and service desk and NOC profitability. These key data points must be determined in order to price your services accordingly, or validate that the fees you are currently charging actually meet your margin and profit expectations.

Session attendees receive the following MSP Mastered® tools by Erick Simpson: Managed Services MRR Pricing Calculator

Designing Win-Win Sales Compensation Plans that Influence Performance and Reward Success

Part science, part art, the ability to create sales compensation plans with quotas, accelerators and kickers that influence performance can be challenging. During this sales improvement session, Technology Sales Expert Erick Simpson explores developing detailed sales compensation plans that motivate Sales Professionals to get in front of more prospects and close business through a compensation strategy that influences performance and rewards success. Topics include top-line vs. GP compensation plan design, quota development and project, hardware, labor, and MRR-based service compensation strategies.

Session attendees receive the following MSP Mastered® tools by Erick Simpson: Sales Management KPI Dashboard, Sales Compensation Plan Template, Sales Compensation Calculator

Bundling and Pricing Managed Services for Maximum Margin

This session focuses on the most popular pricing strategies used by MSPs for their Managed Services deliverables, and the pros and cons of each. During this business improvement session, Erick Simpson highlights the differences between Per Device, Per User, Per Service and Value Pricing, and how each affects profitability, client perception and commoditization. Also revealed are the benefits of Value Pricing  in promoting the consultative, Trusted Advisor role critical to maximizing client relationships and delivering solutions deep into client environments, and how to successfully price and sell on value. Finally, Erick demonstrates a real-world 3 tier bundling and pricing example that allows you to easily upsell clients to higher tiers and ultimately generate higher-value sales for your Managed Services 85% of the time over a single offering alone!

Session attendees receive the following MSP Mastered® tools by Erick Simpson: Managed Services MRR Pricing Calculator

Building Your Cloud Solutions Offering: Packaging and Pricing

Whether your business is a mature cloud practice, or you are just getting started, you must have a winning strategy for bundling and pricing the solutions you offer. During this business transformation session, Erick Simpson reveals how to determine your true cost of delivering cloud services in order to properly bundle and price these services to meet your desired profit margins. Learn what cloud solutions you should offer, what services and solutions should be bundled together and how you should approach pricing (per user, tiered, value-based, etc.)?

After this session, you will have a clearly defined strategy for bundling and pricing your Cloud solutions.

Session attendees receive the following MSP Mastered® tools by Erick Simpson: Pricing and Positioning Cloud Computing Services Best Practices Guide

Value Pricing Techniques to Maximize Margins for Technology, Cloud and Managed Services

Whether your business is a seasoned IT, MSP or Cloud practice or you are just getting started, you must have a winning strategy for the solutions you offer. Without one, you may not see the positive growth you expect.

During this business profit-maximizing session, Erick Simpson focuses on determining your true cost of delivering your technology services in order to properly position and price these services to meet your desired profit margins.

Questions that are answered:

  1. • What technology solutions are you offering today, and which should you offer?
  2. • What services and solutions should be packaged together?
  3. • What is the best way to approach pricing to maximize gross profit (value-based versus cost-plus, etc.)?

After this session, you will have a clearly defined strategy for packaging and pricing your technology solutions for maximum margin and never leave money on the table.

Session attendees receive the following MSP Mastered® tools by Erick Simpson: Technology Solutions Pricing Calculator

Building a Profitable Cybersecurity Services Offering Correctly to Generate 85% Higher Overall Sales

During this topical Cybersecurity business-building session, Erick Simpson provides attendees an understanding of what to include in a compelling, comprehensive IT Security Services Solution Stack, the sales process for IT Security Services, and how to qualify, sell and deliver these services to prospects and clients.

Session attendees receive the following MSP Mastered® tools by Erick Simpson: Cybersecurity Services Bundling Template

Best in Class Operational KPIs to Measure to Maximize Efficiencies and Profitability

This session focuses on the importance of developing and implementing Key Performance Indicators and a simple dashboard to provide visibility of the performance of each and every key business unit in your organization – operations, marketing, sales and service delivery. Business Improvement and Transformation Expert Erick Simpson covers topics including what to measure and how to maintain accountability of your teams in executing the tactical activities necessary to meet their KPIs.

Session attendees receive the following MSP Mastered® tools by Erick Simpson: 365 Degree Business Improvement KPI Dashboard

How to Accurately Forecast for Growth – When to Hire Technicians, Engineers, Sales Professionals and Sales Engineers

Recruiting and retaining talented employees are keys to business growth, competitive advantage and client satisfaction - but how do you know who to hire next, and when? The solution lies in tying each hiring decision to objective capacity planning metrics such as desired sales growth, forecasted project work, service desk ticket load and more. During this session, Erick Simpson teaches attendees how to use his Sales, Sales Engineer, Project, Service Desk and On-Boarding Engineer Capacity Planning Calculator to hire more confidently, manage operations, and take control to increase current and future business profitability.

Session attendees will receive the following MSP Mastered® tools by Erick Simpson: Sales, Sales Engineer, Project, Service Desk and On-Boarding Engineer Capacity Planning Calculator

Building Your Sales Culture, Management and Compensation Plans

Selling complex technology services and solutions can be a daunting challenge for traditional reseller sales teams, requiring a different type of sales and sales management approach and compensation plan to succeed. During this advanced sales session, Erick Simpson explores implementing an easy to follow sales management strategy with specific sales activities and KPIs to measure your sales team's performance to help move opportunities through the pipeline, and a simple compensation plan design that motivates Sales Professionals to get in front of more prospects and close more business.

Session attendees receive the following MSP Mastered® tools by Erick Simpson: Sales Management KPI Dashboard, Sales Compensation Plan Template, Sales Compensation Calculator

How to Use Surveys Effectively to Increase Client Satisfaction  and Continually Improve Your Service Delivery

During this valuable business improvement session Erick Simpson cuts through the clutter and shows you how to properly leverage customer survey and benchmarking tools to secure your current clients – and successfully attract new ones. Most service providers believe they are doing a good job for their clients...until the clients stop doing business with them. Have you ever been blind-sided by a long-term or solid client leaving you for a competitor? Have you had a promising new account mysteriously drift away after just one or two engagements? Would you like to improve service delivery, increase client satisfaction and work to secure clients for life? This session reveals how to take advantage of properly constructed and executed surveys (not your PSA's built-in "surveys") to help increase your clients’ satisfaction with your services and improve your service delivery effectiveness.

Session attendees receive the following MSP Mastered® tools by Erick Simpson: Client Satisfaction Survey Template

Secrets to Pricing and Proposal Development That Dramatically Increase Sales Closes and Profits

The quality and accuracy of your Sales Proposals can mean the difference between winning the business or losing to a competitor. During this session, Technology Sales Expert focuses on best practices for effective Consultative Proposal development, including what to include, what to exclude and the most effective layout to utilize to build buying temperature. Additional topics include how to dramatically increase your sales closing percentage by adding 3 options to all of your sales proposals.

Session attendees receive the following MSP Mastered® tools by Erick Simpson: Consultative Technology Sales Proposal Template

The 10 Daily Activities that Dramatically Increase Sales Appointments

Having an effective, proven, and consistent set of daily activities that successfully supercharge sales appointments will motivate you and your sales team to look forward to conducting, tracking, and measuring the results of each of these specific activities. During this lead-generating strategy session, Erick Simpson will share the simple, repeatable steps and the process to execute and measure them that have helped his clients collectively increase sales.

Session attendees receive the following MSP Mastered® tools by Erick Simpson: Weekly Sales Activity KPI Dashboard

Appointment Setting and Telemarketing Techniques

During this session, Technology Sales Expert Erick Simpson reveals successful appointment-setting and telemarketing techniques designed to get you past the gatekeeper and to the decision maker. Discussion includes call script creation and scheduling call-downs during your marketing campaigns to secure appointments for your IT solutions and Managed Services deliverables. Bonus tips include 3 stealth tactics to get you past the human gatekeeper and automated voice response systems to get you directly to the decision maker.

Session attendees receive the following MSP Mastered® tools by Erick Simpson: Effective Appointment Setting Techniques for Technology Services Best Practices Guide

Dramatically Grow Revenues with a Consultative Sales Process

During this advanced sales training session, Technology Sales Expert Erick Simpson explores accelerated concepts for evolving your sales engagements to deliver higher-touch, consultative experiences for your prospects and clients that increase trust and confidence in your organization, resulting in improved client intimacy and longevity. Strategies include advanced consultative sales techniques to execute the proper preparation, prospect warm-up, qualification, proposal development, presentation and closing process process in order to present the consultative image necessary to differentiate yourself from your competition, accelerate urgency and sales velocity with your prospects and close more high-value sales.

Attendees learn:

  1. ​How to overcome your biggest consultative sales challenges
  2. ​How to generate interest and build urgency through an advanced qualifying process
  3. How to price and sell on value correctly and stop negotiating on price
  4. How to execute our value-driven, consultative sales process to shorten sales cycles and close higher-value sales

Session attendees receive the following MSP Mastered® tools by Erick Simpson: The 7 Step Consultative Sales Process for Technology Solutions BP Guide

Selling Successfully as a Team: Sales Professional and Engineer

Too often sales professionals and engineers impede the sales process and slow sales velocity due to a lack of understanding of the role each must play properly during the engagement. Topics include ownership of the sales process and sales meetings, preparation, who should say what when, what to say, what not to say and how not to say it, when to take an engineer to a sales meeting and when to leave them behind, and more. Also covered are conducting effective quarterly business reviews to reinforce the value of the services you provide your clients and help transform them into technology strategic business owners with IT budgets and technology roadmaps.

Session attendees receive the following MSP Mastered® tools by Erick Simpson: The Sales Engineering Process Best Practice Guide, QBR Agenda Template

Sales Engineering for Superstars

One of the most critical areas where an IT solutions or Managed Service Provider can lose profits is in a poorly designed and executed Sales Engineering process. Sales Engineering is one of the most important roles in your organization, and is instrumental to sales and project profitability. During this session, Erick Simpson focuses on revealing the importance of this role in the pre- and post-sales process and discusses best practices for Sales Engineering to minimize costly mistakes and improve the overall profitability for your IT Practice.

Session attendees receive the following MSP Mastered® tools by Erick Simpson: The Sales Engineering Process Best Practices Guide

Sales Success Part 1 - Proper prospecting, preparation, warm-up and qualifying techniques that accelerate sales velocity

This Consultative Sales Training session focuses on how to properly prospect for and prepare for your sales engagements and warm up and qualify your prospects through the delivery of an effective needs analysis. Technology Sales Expert Erick Simpson will reveal why these steps; when executed effectively, are so important in making the sale. Gain the knowledge to uncover pain and need and increase buying temperature during this session.

Session attendees receive the following MSP Mastered® tools by Erick Simpson: The 7 Step Consultative Sales Process for Technology Solutions BP Guide

Sales Success Part 2 -- Handling the Most Common Sales Objections; Proposing and Closing Technology Solutions

This session focuses on overcoming objections for Technology Solutions using an effective process to build credibility and identify the opportunity. Topics include effective techniques to identify objections in order to qualify them and answer or clarify the misunderstanding, and powerful closing techniques to accelerate the close.

Session attendees receive the following MSP Mastered® tools by Erick Simpson: Technology Sales Objections Crusher, Technology Solutions Sales PowerPoint Presentation, Consultative Technology Solutions Sales Proposal Template

3 Ways to Sell the Cloud

Selling the cloud requires a different strategy when it comes to prospecting and preparation, warm-up, qualifying, presenting, overcoming objections, closing and follow-up. This session covers the three primary opportunities to sell your cloud services and solutions. This includes new prospect opportunities, existing customers during a focused marketing and sales campaign and, finally, your “A” clients during QBRs. During this sales improvement session, Technology Sales Expert Erick Simpson reveals a simple and powerfully effective strategy to consistently sell the cloud using three methods that dramatically accelerate recurring revenue growth.

Session attendees receive the following MSP Mastered® tools by Erick Simpson: Cloud Computing Primer Best Practices Guide

From Leads to Sales to Profits in Cybersecurity

Every business needs Cybersecurity services, but finding specific businesses to sell your security services to, and then turning those prospects into customers, isn’t easy. In this session, channel guru Erick Simpson walks you step by step through proven processes you can use to generate security sales leads and convert them into successfully closed deals.

Session attendees receive the following MSP Mastered® tools by Erick Simpson: Client Technology Roadmap, QBR Agenda Template

Sell 40% More Services and Solutions to Existing Clients Using a Technology Roadmap

How much of your top-line revenue depends on your success at closing business with new logos? During this session Erick Simpson reveals a step-by-step strategic process to methodically market to, present, and close business with your existing clients and keep your pipeline full, quarter after quarter. Erick’s Strategic Technology Road-Mapping and QBR Techniques are proven, effective techniques you can leverage to boost existing client sales by 40% or more.

Session attendees receive the following MSP Mastered® tools by Erick Simpson: Client Technology Roadmap, QBR Agenda Template

Developing an Effective Master Services Agreement and SOW for Technology Services

During this business improvement session, Erick Simpson explores the importance, purpose and strategy behind a properly designed Master Services Agreement and Statements of Work for each of the services you market, sell and deliver. Topics include the language and content to include in these important documents, and how your Managed Services SLA can enable your business growth and realize higher revenues and profits. Also covered are how to use your SOWs to set clear, accurate expectations with your clients to ensure their long-term satisfaction and detail what’s included and excluded from your services. Bonus takeaways are the language to use to allow you to increase the value of your long-term Agreements yearly, as well as the language that allows you to fire a client at any time, but restricts them from being able to cancel your Agreement only in cases for Cause Without Remedy.

Session attendees receive the following MSP Mastered® tools by Erick Simpson: Master Services Agreement Template, Statement of Work Template

Eliminate Scope Creep & Seep for Good: Techniques of Highly Effective Project Managers

The ability to properly plan and manage the deployment of technical projects is one of the most critical components of efficient, profitable service delivery. Best practices for project design, risk, change and communication management and conducting effective client kickoff meetings are crucial to the growth of a well-oiled project management and implementation team.

Erick Simpson reveals a solid project management and deployment process, and shares the tools, forms and platforms your team can use to excel at delivering more of the type of successful, profitable projects that drive customer satisfaction and facilitate easier project sales in the future during this highly-regarded session.

Session attendees receive the following MSP Mastered® tools by Erick Simpson: The Project Management Process Best Practice Guide, Project Plan Acceptance Agreement, Project Change Order Request, Project Phase and Overall Project Acceptance Form

The Step-by Step New Customer On-Boarding Process that Maximizes Efficiency, Profit and Customer Satisfaction

This session focuses on developing and implementing an effective, efficient On-Boarding process for new clients in order to meet client and end user expectations and facilitate profitable future service. Erick Simpson covers the provisioning process for a new clients in depth, including setting up the client’s account in all required service delivery systems, deployment of tools and agents for monitoring, patching, updating and remote access, communications and reporting protocols and instruments, service delivery processes and SLAs and additional turn-up, training and go-live considerations.

Session attendees receive the following MSP Mastered® tools by Erick Simpson: 117 Step New Client On-Boarding Checklist

Running your NOC and Service Desk by the Numbers

In order to reduce costs, improve performance and efficiencies and drive more profit to the bottom line, best in class Managed Service Providers utilize a means to regularly measure the performance of the NOC and Service Desk. This measurement must focus on capturing meaningful data and displaying it in a simple to understand manner. This data will become the Key Performance Indicators by which performance will be measured, goals set against and bonuses and commissions designed and implemented to help realize. During this service improvement session, Erick Simpson reveals how to determine your KPIs for service delivery financial, NOC and service desk performance.

Session attendees receive the following MSP Mastered® tools by Erick Simpson: Service Delivery KPI Dashboard

How to Conduct Strategic Quarterly Business Reviews to Dramatically Increase Lifetime Client Value

The importance of conducting regular business reviews to reinforce the value of the services you provide your clients and help transform them into Technology Strategic business owners with IT budgets and Technology Roadmaps cannot be understated.During this revenue growth session, Erick Simpson reveals how to prepare for and conduct effective Quarterly Business Reviews that can help your clients increase their efficiencies and productivity, mitigate business pain and risk and maintain a competitive advantage in their markets through technology – all while keeping your sales and project pipelines full.

Session attendees receive the following MSP Mastered® tools by Erick Simpson: QBR Agenda Template

Project Management-A Step by Step Walkthrough

During this service improvement session, Erick Simpson focuses on developing and implementing an effective, efficient project planning and management process. Poor Project Management is one of the 3 areas where you can incur the fastest losses in profitability. An example implementation scenario is utilized to develop each project management process required for successful project implementation and client satisfaction. Communication, Change and Risk Management examples are covered, as well as scheduling and managing phase and final project acceptance.

Session attendees receive the following MSP Mastered® tools by Erick Simpson: The Project Management Process Best Practice Guide, Project Plan Acceptance Agreement, Project Change Order Request, Project Phase and Overall Project Acceptance Form

Service Dispatch Best Practices

During this critical service improvement session, Erick Simpson focuses on one of the most critical activities for service delivery profitability - the dispatch function. Proper management and scheduling of billable resources will increase utilization, profitability and client satisfaction. This session reveals best practices for proactive remote maintenance support, reactive and scheduled onsite services, dispatch management of technical resources, and effective communication techniques between all affected parties to maintain SLAs and client satisfaction.

Session attendees receive the following MSP Mastered® tools by Erick Simpson: The Service Dispatch Process Best Practices Guide

Service Desk Best Practices

During this service improvement session Erick Simpson focuses on the function of the service desk and its role in the service delivery process. Topics include effective service desk design, tools and technology requirements, roles and responsibilities of service desk staff, service desk day-today procedures, telephone and email communications standards, SLA guidelines and client on-boarding best practices.

Session attendees receive the following MSP Mastered® tools by Erick Simpson: Tools Necessary for Managed Services Delivery Best Practices Guide

Onsite Service Delivery Best Practices

During this session, Erick Simpson focuses on methods to deliver the best onsite service delivery experience for your clients, end-users, and your technical staff. The best onsite service will increase client satisfaction and strengthen loyalty among your clients. Topics include preparation prior to the visit, what to do first after arriving onsite, communication and customer service tips to identify needs while keeping clients at ease and cooperative, setting the proper expectations, what NOT to say, what to do when things go wrong, and when to escalate to the Service Dispatcher or Manager. Additional topics include how to listen for and position up-sell opportunities correctly to facilitate the sales process, and managing sub-contractors to service your clients effectively.

Session attendees receive the following MSP Mastered® tools by Erick Simpson: Tools Necessary for Managed Services Delivery Best Practices Guide

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