“Data won’t give you all the answers, but it will help you ask better questions” explains Todd Kane, President of Evolved Management Consulting

For MSPs, Todd stresses the point that being data driven always starts with KPIs. From there, MSPs must ensure that they have an execution plan because numbers are irrelevant for those who don’t know how the numbers apply to their business and how to close the gap between starting point and goal. In his conversation with us, Todd shares 5 KPIs to measure MSP success, leadership insights, the top mistakes that MSPs make, and more.

Data Won't Give You All the Answers: Episode Highlights

  • Todd’s introduction and background (0:44)
  • The pivot points (size and scope) when companies need consulting (3:39)
    • Typical challenges these companies face (5:49)
  • Current trends in the IT market: security and ransomware, hybrid architecture between on-prem and cloud-based infrastructure, and more (9:24)
  • How do you help MSPs evolve from charging per device/user? (11:27)
    • Best in class benchmarks for MSPs (13:08)
  • Mistakes that MSPs are making: data hygiene, management methodology (15:45)
  • 5 KPIs to measure your success and why they are important: Tickets per Seat, SLA Achievement, Utilization, NRR, and EBITDA (17:59)
  • Data won’t give you the answer, but it will help you ask better questions: how do you help MSPs understand that it all starts with the right data in the right spot and make that transition? (24:53)
    • How do you help clients understand the importance and benefits of SLAs? (26:46)
  • “Leadership becomes a bottleneck in rapid growth”, the 2-pizza rule, and advice on management (31:14)
  • Rapid-fire Q&A: best business book, favorite resource for personal improvement, parting advice, and how to reach Todd (35:50)

Books as referenced in the episode:

Good to Great: Why Some Companies Make the Leap… And Others Don’t, Jim Collins

The Effective Executive: The Definitive Guide to Getting the Right Things Done, Peter Drucker

Leaders Eat Last: Why Some Teams Pull Together and Others Don’t, Simon Sinek

Traction: Get a Grip on Your Business, Gino Wickman


Podcasts as referenced in the episode:

MSP Radio by Continuum, Smart People Podcast, The Tim Ferriss Show, Radiolab, Evolved Radio


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