Continuum Navigate 2014: How MSPs Can Succeed in Today's IT Channel

You can teach an old dog new tricks, according to ex-mindSHIFT Technologies CEO Paul Chisholm. The IT channel has evolved over the years, and Chisholm shared his thoughts on how managed service providers (MSPs) can succeed in today’s market during a keynote address today at Continuum‘s Navigate user conference in Boston.

Chisholm, who helped mindSHIFT Technologies grow from a $5 million company to a business that Best Buy (BBY) purchased for $167 million in 2011, noted “everybody’s an IT expert” in today’s IT market.

“Today, everybody’s an IT expert, because they have a smartphone and use the cloud,” he told Navigate attendees. “Everything is interconnected. The world is becoming more complex every day, and the way you earn your money is changing.”

Maintaining the status quo is unacceptable for MSPs, Chisholm said, and he encouraged service providers to accept and embrace change.

“You have to act differently, but that doesn’t mean that everything has to be new,” he added.

How can today’s MSPs succeed? Chisholm offered five tips for service providers:

1. Set a clear path to differentiate your company from its rivals

Chisholm cited the recent Market Basket power struggle to illustrate how a good CEO can create a positive culture that encourages growth.

“[Market Basket CEO Arthur T. Demoulas] set a clear path for how this company would differentiate itself. He set that direction and lived that direction,” Chisholm said. “The foundation of any good organization is the culture that is set; you need to set a culture for people to excel.”

2. Walk before you run

Rome wasn’t built in a day, and an MSP should make sure it can support its current customers before it considers expanding its clientele.

“You have to walk before you run; don’t try to conquer the world before you conquer one location where you get things right,” Chisholm said.

3. Find passionate employees

An employee is more than just a person who works for your company, Chisholm said, and MSPs should search for job applicants who reflect their business’ culture in everything they do.

“Hire an individual that has a passion, a commitment and a willingness to be a team player in your organization … because that person is a picture of your organization to the world,” he said.

4. Be disciplined

Do you consider all of your options before you make a business decision? A disciplined approach to business matters, Chisholm said, should extend throughout your organization.

“Discipline has to start on day one — you can’t go back and recreate it,” Chisholm said.

5. Lead from the front

A good business leader is the face of his or her company and is happy to be involved in all aspects of the organization.

“Operation and execution are the key parts of any business, so don’t be afraid to get involved in them,” Chisholm said.

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