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5 Ways to Improve Your MSP Service Level Agreement (SLA)

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5 Ways to Improve Your MSP Service Level Agreements (SLAs)

SLAs are the foundation of your MSP business. They are essential to building strong client relationships and must be clear, reasonable and well-constructed.

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3 Steps to BDR Sales Success - Pt 3: Coach's Corner Episode 7

Posted May 18, 2015by Ray Vrabel

Bring it in, team. In this latest episode of Continuum Coach's Corner, we're concluding our three part series of Backup and Disaster Recovery (BDR) plays to help you continue your impressive managed IT services season. Huddle up with me, Coach Raymond Vrabel, Director of Technical Account Management at Continuum, as I map out ideal go-to-market strategies for selling your fully managed BDR solution. Should you rush to launch every backup offering you can think of? How can you ensure a strong launch of your latest service? Find out in the conclusion to the Three Steps to BDR Success!


Get Caught Up! 

Get up-to-speed, and watch Part 1 and Part 2 before tuning in to this exciting finale!


Below you'll find a still of today's whiteboard and a transcription of the lesson:


BDR-Phase-3-Screen

 

Video Transcription:

Welcome back to Coach's Corner, my name is Raymond Vrabel, Director of Technical Account Management here at Continuum. Today we're covering the final, third step in the three steps to BDR success, go-to-market strategies. Your first foray into the BDR market is critical to your future success. To help improve your chances of success, follow a very structured go-to-market strategy program. You want to start small. Start small by launching a manageable number of BDR offerings. You probably want to limit the menu to one or two key offerings that will give you the opportunity to focus in on your customer segments and gain experience from repeatable implementations. Simply going too broad will overtax your support resources.

Scout out early adopters. These are going to be your first in line customers that will likely just come from your existing accounts today. You can leverage existing knowledge of the clients' accounts and businesses and IT systems to help hone in your continuity and recovering offering.

Set firm sales objectives. These should be defined using metrics such as number of leads, meetings, sales conversations, even your actual sales. This is the best way to test sales methodologies and determine if your BDR practice can generate sufficient revenue to help you recoup that initial investment and support cost and operations.

Field test and collect feedback. Though BDR systems should be tested early in the development phase, it's critical to test them again under real world conditions during your launch phase. Here this allows for adjustments that can be made that help facilitate when you're adding accounts and upping utilization rates. At the same time, make sure you still solicit feedback from early adopters to help make sure your clients' perception is matching yours.

Despite the obvious pitfalls, SMBs are living dangerously when it comes to a lack of a solid disaster recovery plan. The lack of a prudent BDR plan provides you an opportunity to leverage your knowledge of your existing clients and your own capacities so that you can provide them with the right BDR solution. But like any new product or service, development of a new BDR offering requires more than just simply amassing all technology assets and moving towards that final sale. No, BDR requires thoughtful business planning, thorough assessments, and optimized service with a strong value proposition that will resonate with all your clients. By following these three simple steps, BDR can become a strong revenue stream for your business, and will open up tons of new opportunities for you and your sales team. Thank you for joining in. We'll see you next time.

In Need of Coaching?

Look out for our next episode of Continuum Coach's Corner! In the meantime, do you have any questions for Coach Ray? Leave us a comment below. We'd be happy to work it into an upcoming program!

 

Become a BDR expert! 

Hope for the Best, Plan for the Worst: The Keys to Effective Backup & Disaster Recovery
 
 
 
 

Ray Vrabel is Continuum's Director of Technical Account Management and participates in product and service growth initiatives, and also manages Continuum's Technical Account Management team, which supports over 3,500 partners worldwide. Prior to Continuum, Ray joined Zenith Infotech in 2005 and held several positions including Service Desk Manager, Sr. Technical Account Manager and Sr. Manager of Service Operations. He currently has over 15 years of experience in the IT industry, specializing in Managed Services, Disaster Recovery, and Cloud Solutions. Prior to Continuum and Zenith, Ray worked at ANH Refractories, a world-class provider of Refractories products, in their Service Desk Department supporting 53 locations and 1,500 employees. Ray also worked for a startup venture at Body Media a pioneer in wearable body monitoring systems as a technical lead in their Technical Customer Support Department. Ray holds a Bachelors of Science in Business Technology Support and Training from Indiana University of Pennsylvania.

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