The BrightGauge Podcast

Join us for a conversation on how to grow your business as we feature guests from all segments of the IT Service Provider industry. Each episode offers practical tips and advice from pros who have earned their expertise on a variety of topics including the Sales Process, Identifying your Ideal Customer, ensuring Customer Success, Building a Team, trends in the MSP industry, and so much more.

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Current Episodes

Episode 43:
Turning to Traction for Growth with Rocky Johnson of McNallan Technology Solutions

Join us for this episode of the BrightGauge podcast as we speak with Rocky Johnson of McNallan Technology Solutions on using Traction to grow your business and build loyalty plus leadership in your organization.

Top episode takeaways:

  • A company 46 years in business scaling their team while staying true to what keeps customers loyal.
  • Redefining and rebranding your company.
  • Using Traction to build community, rotate leadership positions, and recognizing the capacity for change in others.
  • Building employee loyalty — “We don’t punch clocks”.
  • Data Driven Workshops make data actionable while keeping it simple.
  • Being super clear about the service you’re delivering.

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Episode 42:
Identifying Key Metrics & Settings Goals with FPA Inc.

Join us for this episode of the BrightGauge podcast as we speak with Craig Pollack of FPA Inc. on the business metrics that matter most to him, and how they’re setting goals for a stronger future.

Top episode takeaways:

  • How Craig got his start — FPA was born
  • The difference between the word client and customer
  • Their top goals as a company: building out sales and marketing
  • The balance between focusing on the numbers and customer care
  • Service dollars generated is one of their driving metrics
  • Wildly Importants Goals (WIGs for short) & Big Hairy Audacious Goal (BHAGs)

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Episode 41:
What’s Next? A look inside the last year at BrightGauge + Compuquip Cybersecurity

Top episode takeaways:

Part 1

  • Brian Dosal steps up as the CEO of BrightGauge as Eric Dosal transitions to CEO of their family business, Compuquip Cybersecurity.
  • The history behind Compuquip, what’s planned for growth
  • The new urgency of cybersecurity

 

Part 2 [skip to 28:28]

  • Where BrightGauge stands today
  • Time management and the Basecamp approach
  • How to keep up with what’s new at BrightGauge & Compuquip Cybersecurity

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Episode 40:
Focusing on Client Experience in Managed Services, with Karl Fulljames of Nucleus Networks

Managed Service Providers have more data than just about any other business out there! So when it comes to tracking data points that will actually make a difference for your business, how do you know which metrics matter and which ones don’t?

“What can we do to give the best client experience?” is the thought process for the Nucleus Networks team, as we learned from Karl Fulljames, VP of Operations. As Karl goes on to explain, from day one the Nucleus team has focused on client experience so that they could grow by word of mouth. By working backward from the end goal of an awesome customer experience, Karl explains how the Nucleus team has mastered client experience by staying focused on hiring decisions, service team processes, ticketing procedures, and more.

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Episode 39:
Customer Success in Managed Services, with Peter Briden of TruMethods

Customer Success is all about ensuring that customers achieve their desired outcome in the world of B2B products. It’s not a new term, but outside of the SaaS world, Customer Success doesn’t always garner the same buzz.
That’s where Peter Briden, MSP Peer Group Coach, comes in. After studying Customer Success in depth, and finding common threads between it and success patterns from his days as an MSP owner, Peter is spreading the word about how Customer Success applies to our industry.

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