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2 min read

How to Start Understanding Your MSP Client’s Journey

Did you know that taking the time to understand your customers' journey will help you to create a seamless customer experience? And the better experience your customers have, the more likely they will continue to invest in your business.  

As an MSP, your business growth depends on acquiring new customers and keeping the ones you have happy. It's important to ensure your customers feel valued when they first engage with you. This doesn't just mean a smile here and there, proclaiming 'the customer is always right' at every opportunity and showering them with Christmas gifts. No, it means taking the time to build strong foundations that foster long-lasting relationships. The good news is you can easily achieve this by investing your time and effort into meeting and exceeding customer expectations. How you ask? Let's take a look. 
 

Strangers to Acquaintances 
MSPs acquire new customers in various ways, such as networking at events, community outreach, different forms of marketing, and word-of-mouth referrals — and the list doesn't end there.  

These methods all have one thing in common: most new customers are essentially strangers to your business — they lack familiarity with you, and you're unfamiliar with them. Understanding how this relationship evolves is essential for your business and customer satisfaction.  

The good news is we have some areas you can focus on to help ensure your customers feel valued and important. 

  • Build Trust: Trust is the foundation of any good partnership, especially when creating a positive customer-business relationship. Customers who trust a business are more likely to engage with products and services, ask questions, and explore more offers. 
  • Align with Client Expectations: As your customers become more familiar with your MSP, it's essential to ensure that you're meeting their expectations. This will help you to build their trust and enhance their customer satisfaction. 
  • Proactive Communication: Proactively reaching out to your customers through regular updates, newsletters, or personalized messages highlights your commitment to their needs. 

Acquaintance to Customer
It’s important you show your prospects two things from the get-go: how much you care and how much they will like doing business with you because you care. All MSPs care about their customers, but not all are equipped with the tools and resources they need to show it. Take the time to research and learn about their business needs, come to meetings prepared with solutions to problems, and take the time to listen. These actions will help you build long-lasting relationships with new and existing customers. 

Customer to Raving Fan 
To ensure you’re delivering consistent value, providing outstanding customer service, and showing your customers that you are invested in their success you need to make sure you’re doing the following: actively listening to feedback, exceeding expectations, and ensuring your customers feel supported. Take the time to celebrate customer milestones, encourage collaboration, and foster a sense of community among your clients to help build long-lasting customer relationships.  

If you’re interested in learning more about your customers’ journey or looking for a solution that will support your efforts, why not schedule a demo with the CloudRadial team today?  

Happy growing! 

Ted 

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