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How to Sell Managed IT Services in 2016

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Mary McCoy

Meet Mary! Mary McCoy is a Content Marketing Manager at Continuum, where she's worked for over two years. Mary primarily manages the MSP Blog and has consulted with hundreds of partners, lending website, blog and social media support. Before that, she graduated from the University of Virginia (Wahoowa!) with a BA in Economics and served as digital marketing intern for Citi Performing Arts Center (Citi Center), spearheading the nonprofit’s #GivingTuesday social media campaign. Like her school’s founder, Thomas Jefferson, Mary believes learning never ends. She considers herself a passionate, lifelong student of content creation and inbound marketing.
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Recent Posts

Marketing for Nonmarketers: Mapping Content to the New Buyer's Journey

Posted by Mary McCoy on September 14, 2016

Attention: Every year, three in five businesses suffer from what is known as Leaky Funnel Syndrome (LFS). If you or a loved one have been affected by this sales and marketing illness, your content marketing strategy may be in need of immediate treatment.

Ok, so that statistic is bogus, but the lead generation challenge is anything but! Last week, Continuum SVP and CMO Jeanne Hopkins led a lively webinar called Inbound Marketing 101: An Easier, Cheaper and More Effective Guide to Marketing. During the panel discussion, Jeanne addressed common MSP concerns about marketing, stressing that it is not as easy as it looks and providing a deeper understanding on how you can create meaningful content for people in all stages of the new buyer's journey. What is this new buyer behavior and how can you align your sales and marketing funnel around it so that the right leads close in to clients and don't leak out? 

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Topics: Business & Revenue Growth, Sales & Marketing, Grow Your Business

From Ants in Your Scanner to Printer Troubleshooting: How Our Help Desk Absorbs Daily Customer Support

Posted by Mary McCoy on September 6, 2016

Are your technicians on call around the clock, working nights, weekends and holidays? Are they forced to field tickets that are a waste of their valuable time and talents? You know which ones I'm talking about: password resets, new user set-ups and even the occasional printer troubleshoot. Fortunately, our partners don't have to sweat these low value, time-consuming tasks. With Level 1 and 2 support available during business hours, after hours, or with 24x7 coverage, our U.S.-based Help Desk and its 190+ certified technicians absorb all of these demands. 

But just what kind of requests have they freed our MSP partners from having to handle in-house? We asked a few of our Help Desk technicians to recount some of their more memorable client tickets for your reading pleasure. Here are 5 tedious and mundane tasks our Help Desk took off partners' hands last month:

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Topics: Help Desk, Customer Service

10 Discovery Questions to Ask When Selling BDR

Posted by Mary McCoy on August 25, 2016

Are you looking to capture additional monthly recurring revenue (MRR) by selling your backup and disaster recovery (BDR) solution to more clients? If so, you have to understand the overall sales process and particularly, the Discovery phase, which is meant to help you identify the best candidates for your BDR solution.

To identify those small-and-medium-sized businesses (SMBs) with the highest probability of adopting your solution, begin by getting to know them. Uncover their needs by asking the following 10 questions.

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Topics: Business & Revenue Growth, Sales & Marketing, Backup & Disaster Recovery

Why MSPs Must Regularly Test Backups

Posted by Mary McCoy on August 18, 2016

Imagine you’re a trapeze artist for the Ringling Bros. Circus. Your brilliant blue tights shimmer as you mount the fifty-foot platform and prepare to dazzle the crowd with your aerial routine. You see the swinging bar arcing back towards you like a pendulum and crouch, mentally judging the point in time you need to leap to grab hold of it. Almost there…just a little closer…NOW!

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Topics: Business & Revenue Growth, Managed IT Services, Backup & Disaster Recovery, Continuity247TM

Data Casualties in Healthcare Cyber Attacks [CHART]

Posted by Mary McCoy on July 15, 2016

Do you have any upcoming, in-person meetings with prospects in the healthcare vertical that you're hoping to close into clients? If so, you're probably working out your plan of attack. Distributing printed collateral is smart, but I recommend you also develop a formal, company-branded presentation that draws your audience in. In developing the content for your deck, keep it as customer-centric as possible. What's going to resonate with the audience you pitch to? What do they need to know in order to understand the value of your managed IT services?

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Topics: Sales & Marketing, Data Protection, Information Security, Healthcare IT

HIPAA Business Associate Violation Results in $650K Fine

Posted by Mary McCoy on July 7, 2016

The HIPAA Security Rule is in full effect! The first Business Associate HIPAA penalty made news Tuesday, following a data breach incident two years prior. Who's atoning for this cardinal data sin? The Catholic Health Care Services (CHCS) of the Archdiocese of Philadelphia, a nonprofit organization now forced to pay a $650,000 fine. As a business associate legally obligated to adhere to federal regulation, CHCS is being held financially responsible for the breach of six nursing facilities, compromising 412 patients' Protected Health Information (PHI).

While many MSPs are compelled and encouraged to meet the demand for HIPAA compliance by serving the lucrative healthcare vertical, let this ruling serve as a wake-up call that there are costly consequences when MSPs themselves aren't compliant. What led to this unprecedented turn of events, and how can you prevent your MSP practice from suffering the same fate? Here's the Who, What, When, Where, Why and How, our data breach MSP debrief!

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Topics: Industry News, Information Security, Backup & Disaster Recovery, Healthcare IT, data breaches

The Top 5 MSP Blog Posts of June 2016

Posted by Mary McCoy on July 4, 2016


Happy 4th of July from all of us here at Continuum! Are you headed to the beach to soak up some sun today? As you forage for that Darth Vader towel and your star-spangled pair of flip-flops, why not print and pack June's sizzling MSP Blog posts for some light reading? This time around we're sharing preventative tips for CryptoLocker and CryptoWall, backup and disaster recovery (BDR) sales strategies, HIPAA compliance FAQs and more! 

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Topics: Business Management & Growth, Managed IT Services, MSP Best Practices

What MSPs Can Learn from the TeamViewer Breach

Posted by Mary McCoy on June 8, 2016

Last week's unsettling discovery of the TeamViewer data breach caused widespread anxiety and public outcry about the remote access tool's network security. While the remote access software company firmly denies any allegations that they were hacked, countless users (including many in the U.K.) flocked to Reddit and other social media sites to report that their accounts had been compromised, giving hackers remote access to their desktops. Although TeamViewer has faced backlash for blaming the breach on careless user behavior, no matter who's to blame in the scenario, this attack highlights the need to teach users stronger password management policies and the importance of a BDR solution. What else can MSPs take away from the TeamViewer breach, and what do users need to know?

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Topics: Industry News, Data Protection, Information Security, Data Backup, Backup & Disaster Recovery, data breaches

The Top 5 MSP Blog Posts of May 2016

Posted by Mary McCoy on May 31, 2016

The Top 5 MSP Blog Posts of May 2016 


Summer time and the living is easy! OK, so maybe it's not quite summer yet, but considering how you can get Leinenkugel Summer Shandy now, we're not that far off. As we commemorate May and look forward to June's arrival, we're revisiting the best MSP Blog content this month! No surprise, ransomware continues to be top-of-mind for most MSPs, as it was recently named the number one cyber threat to warn clients about. Also in this month's roundup, learn how to better sell managed IT services with tips for prospecting calls and backup and disaster recovery (BDR) sales strategies! 

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Topics: Business Management & Growth, Managed IT Services, MSP Best Practices

Why Businesses Need Backup and Disaster Recovery [SlideShare]

Posted by Mary McCoy on May 18, 2016

Are you ready to have the backup and disaster recovery (BDR) discussion with your clients and prospects? Maybe you've already tried to win them over, but haven't had any success. Why is that? More often than not, MSPs fail to sell their BDR and business continuity services because they fail to establish the need within their prospect base. As should be the case with any solution you sell, step one involves knowing who it is you're selling to and identifying what they need to know in order to be convinced.

Does the average small- and medium-sized business (SMB) you target know what BDR is or how it differs from a local backup only solution? Are the business owners you speak to aware of all the possible threats to their company's sensitive data? Do they know what's at stake if their organization experiences data loss or a breach? Probably not, yet this information all speaks to the value of your BDR solution. So to help you out, we've created this explanatory SlideShare, sharing useful messages and statistics to leverage in your next BDR sale.

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Topics: Data Protection, Data Backup, Backup & Disaster Recovery

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