Insights as a Service
67 episodes - English - Latest episode: 7 months ago -The podcast that helps MSPs get ahead. Join Brendan Ritchie each week to hear the latest news, insights, and opinions that matter to people working in Managed Service Providers (MSPs) and telcos in Australia and New Zealand. Insights as a Service is the podcast that pulls together the key industry talking points and combines them with real world experiences shared by industry leaders to deliver value to professionals working in tech. Each episode is made possible by the microphones, studio space and people made available by Lightwire, check them out at lightwirebusiness.com
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Episodes
63 - MSP Marketing Masterclass
September 24, 2023 19:00 - 1 hour - 58.7 MBJoin Brendan Ritchie and Paul Green from MSP Marketing as they delve into the nuances of modern marketing. They discuss the undeniable power of niche content, the transformative impact of understanding client trends and frustrations, and the significance of podcasts in today's digital landscape. They also highlight the importance of commitment and consistency and explore the art of generating standout content. This episode is packed with insights and strategies. Tune in for a masterclass ...
62 - Mastering Tech Recruitment: Key Strategies for MSP Leaders
September 10, 2023 19:00 - 56 minutes - 51.5 MBIn this episode of Insights as a Service, Brendan is joined by Dean Ellis, recruitment manager at Beaumont People. From global Insights to local benefits, they delve into the latest developments in technology recruitment. Explore market trends, talk about security and career progression in smaller MSPs, tackle salary inflation, and gain insights on employee retention, skills assessment, and customer support. They also discuss the concept of functional roles in tech and how to make the fo...
61 - The ideal sales team structure
August 27, 2023 19:00 - 48 minutes - 44.3 MBIn this episode, Brendan delves deep into the sales universe with James Bergl, the VP Communities & Ecosystem APAC at Pax8. Learn about striking the right balance in sales leadership, fair compensation, and the art of relationship-based selling. They touch on the nuances in the tech industry and the essence of financial literacy in sales and unveil the blueprint for success in these challenging economic times. Chapters: 00:00:00 - Paying Someone What They Are Worth and Building a High-Per...
60 - Profit in Pursuit of Purpose
August 13, 2023 19:00 - 42 minutes - 38.5 MBIn recent years, growing expectations from consumers and investors for better ESG (Environment, Social and Governance) practices have led businesses to shift towards models prioritising profit generation in pursuit of positive social impact. So, how can you do good while doing well? In this week's conversation, AJ McKean, the Managing Director of Synergy Technologies, discusses running a for-profit business with a focus on creating a positive social impact. The idea of running a business ...
59 - Building a trans-Tasman business
July 30, 2023 19:00 - 43 minutes - 39.4 MBThis time, we have something special in store for you. Recently, Brendan had the privilege of being a guest on the Pax8 Academy podcast, hosted by the amazing James Davis. During their conversation, they delved into Brendan's experience of bringing a New Zealand business to Australia. Exploring the valuable lessons learned, the required investment, and the resulting return on that investment, they guys cover topics relevant to all businesses looking to offer services across both countrie...
58 - AI's Impact on Telcos, MSPs, and Customer Service
July 16, 2023 19:00 - 56 minutes - 51.8 MBAI is here, and it’s bigger than the internet, according to Tim Warren, CEO and founder of Ambit. How you use it in your business will determine the quality of experience your customers have and how effectively you differentiate your brand. This week’s conversation is taking Brendan into the history and development of AI, from Natural language processing (NLP) to Generative Pre-trained Transformers (GPT) and its applications in various industries. You will learn how businesses are focusin...
57 - Cyber warfare is here, now what?
July 02, 2023 19:00 - 58 minutes - 54 MBIn this era of state-sanctioned cyber warfare, Is your business approach to cybersecurity up to date? How can you keep your business and your clients, safe from cyber-attacks? Embark on an eye-opening episode of Insights as a Service. Barry Greene, former Principal Resiliency & Security Architect at Akamai Technologies , helps Brendan understand the origins, evolution, and best practice responses to disruptive cyber warfare campaigns! Get up to date on the real state of cyber warfare as Br...
56 - Decoding Pricing Strategies, M&A Insights, and Business Valuations
June 18, 2023 19:00 - 59 minutes - 54.3 MBIn this episode, Brendan is joined by Ryan Spillane, the CEO of 360 Consulting, an IT-focused advisory company. Together they tackle key topics essential for MSPs looking to thrive in a dynamic and competitive landscape. They will dig into the secrets behind their pricing strategies, profit margins, and growth opportunities.
55 - Picking a niche: A blue print with Nigel Moore
June 04, 2023 19:00 - 42 minutes - 39.2 MBNigel Moore runs The Tech Tribe, an organisation that has more than 4,000 MSPs as members, so he knows a thing or two about how to successfully sell into a specific niche segment or vertical. This is a subject we have spoken about before on the podcast, and it has resulted in a lot f feedback from listeners where they have questioned how easy it is to do in the real world. In this episode Brendan shares this feedback with Nigel and gets him to counter the objections one by one. You can exp...
54 - The Power of Peer Groups
May 21, 2023 20:00 - 45 minutes - 41.5 MBWayne Small, the CEO of SMBiT Professionals, joins Brendan to explore the challenges and opportunities in the MSP industry, with a specific focus on the needs of small businesses in ANZ. Diving into topics ranging from integrating AI effectively, mitigating macroeconomic risks, collaborating with other MSPs, and identifying client retention opportunities.
53 - The MSP compensation report - with Peter Kujawa
May 07, 2023 19:00 - 51 minutes - 46.9 MBIn this episode, we'll discuss the impact of automation on the #msp industry, including its effects on M&A and valuation multiples. We'll also explore emerging technologies, such as #ai and their impact on the industry. Tune in to learn about adapting to stay competitive, controlling profitability, innovating to meet changing client needs, and more.
53 - What are profitable MSPs paying? - with Peter Kujawa
May 07, 2023 19:00 - 51 minutes - 46.9 MBThe S-L Index 2023 Annual Compensation Report is out! And it is the focus of this week's episode. Peter Kujawa, VP - of Service Leadership, a Connectwise Solution and Brendan discuss the latest compensation trends in the #msp industry and how they relate to the impact of automation on M&A and valuation multiples. They also explore emerging technologies such as #ai and their effect on the industry. Tune in to learn about adapting to stay competitive, controlling profitability, innovating t...
52 - MSP Meets AI - where's the opportunity?
April 23, 2023 19:00 - 50 minutes - 46.4 MBToday Brendan and Dave Sobel from MSP Radio are talking about one of the hottest topics in tech right now with a focus on #chatgpt - the AI tool that's taking the world by storm. 🤖 We dug deep into the topic of regulation surrounding AI and its implications for the IT industry, and the impact of #ai on job opportunities for MSPs and the wider economy.🤔 You will discover how you can leverage the opportunities presented by AI and use it to your advantage.🌟 So, grab a notepad and get ready t...
51 - The MSP Model Is Dead
April 02, 2023 19:00 - 52 minutes - 48 MBJames Davis, the Pax8 Academy Director, joins Brendan to chat about the changing MSP landscape. From the decline of the traditional MSP model to pricing models and the challenges posed by SaaS vendors - they cover it all. Tune in to find out how you can shift your MSP to a more profitable model, the necessary skillset for a successful cybersecurity play, and where the industry is heading. So, grab your headphones and get ready to dive into this week's episode.
50 - Marketing For MSPs
March 19, 2023 18:00 - 55 minutes - 50.4 MBIn this episode, Ally Bourke, marketing advisor and founder of The Launch Project, is here with Brendan to discuss the latest marketing trends and techniques for MSPs. They dive into the nitty-gritty of how to sell something that people don't understand. Discuss the power of storytelling, whether marketing content should be gated or not, and how marketing practices in Australia and New Zealand compare to the rest of the world. Along the way, they consider the pros and cons of agency vs. in...
49 - CFOs that enable growth
March 05, 2023 18:00 - 41 minutes - 38.3 MBIn this episode of the Insights as a Service podcast, Brendan is joined by David and Dinesh from the CFO Institute to uncover the secrets of driving business profitability through the role of a CFO. They'll share their experiences in finance and commercial functions and cover topics like the difference between CFOs and accountants when it's the right time to engage a CFO, and strategies for driving enterprise value for MSPs.
48 - Unlock Your MSP's Potential
February 19, 2023 18:00 - 41 minutes - 37.9 MBIn this episode, Nathan Hutchison, Executive Coach from Pax8 is here with Brendan to uncover some of the main obstacles MSPs will face in 2023. They explore strategies for retaining key staff, understanding existing capacity within your MSP, and how to optimise it. They also cover the importance of pricing strategies and discuss projects on minimising scope creep.
47 - Stay Ahead of the Curve: MSP Security Landscape in 2023
February 05, 2023 18:00 - 42 minutes - 39.3 MBGet ready for a fascinating conversation with John Milionis, Head of Channels and Alliances for ANZ at Zscaler! This expert in the field is with Brendan to discuss the competitive landscape for MSPs in Australia and New Zealand and the opportunities for growth and success. Learn about upskilling strategies, the rise of new platforms, SaaS opportunities, the differences between specialist and generalist MSPs, and the future of SD-WAN. Find out how Zscaler is supporting MSPs with integrated ...
46 - Profit Growth through Benchmarking and Operational Maturity
January 22, 2023 18:01 - 1 hour - 57 MBPeter Kujawa is the VP, Service Leadership & Technology Service Provider Evangelist with Service Leadership, a Connectwise company. He knows a thing or two about the power of benchmarking and how it can be used to drive operational maturity, and ultimately profitability, in MSPs. He's with us on Insights as a Service this week to tell you how to drive continual improvements in your business
45 - Aligning Strategy With Sales - Reviewing the Harvard Business School course
January 08, 2023 18:00 - 29 minutes - 26.9 MBBrendan attended his first course at Harvard Business School last month and gives us his review of the experience in the first episode for 2023. The course, called "Aligning Strategy With Sales", covered off on corporate and sales strategy conception, pricing, distribution methods, recruitment and performance evaluation, marketing methods, and much more. Check out the episode to hear how it went and whether it will suit people in your business.
44 - Starting a podcast for your business
November 20, 2022 18:00 - 34 minutes - 31.4 MBHave you thought about starting a podcast for your business? Well, this week, we'll give you a head start by telling you all about the mistakes we made, the feedback we got, the hardware that sucked, the mics that worked best, the software we use, and how we define success.
43 - MSPs need to think differently about legal
November 06, 2022 18:00 - 45 minutes - 41.4 MBMSPs that get their legal frameworks right minimise risk, drive profitability, and drive Enterprise value. Do you have the right agreements in place? How often do you review them? How are they aligned with ever changing SaaS vendor terms of use? Anne Hall from IT Agree joins Brendan this week to fill you in on how you can get your legal frameworks in order.
42 - A start-up done different
October 23, 2022 17:00 - 39 minutes - 36.5 MBAbout 90% of start-ups fail, but what sets apart that successful 10%? Adam Ross co-founder of CloudOlive spills the beans on what it takes to build a successful start-up. Adam and his co-founder went through the Antler Venture Capital incubator in 2020. They successfully secured funding to solve a universal MSP challenge, SaaS billing management. Now CloudOlive is empowering MSPs all over the globe solving vendor on-billing and contract headaches in leaps and bounds. Welcome to episode 42 ...
41 - The Optus Hack - and what it teaches us
October 09, 2022 18:00 - 42 minutes - 39.3 MBBy now we have all heard about the Optus hack, with around 10 million people's data at risk, and up to 2 million sensitive records taken. This week we mark the start of Cyber Security Awareness Month by looking at what happened (based on current reporting), what could have been done to prevent it, and what best practice cyber security looks like. Darryl Turner, Head of DevOps at Lightwire, joins Brendan and Nick to go through all the details.
40 - Should Companies Pay Ransoms?
September 25, 2022 19:00 - 29 minutes - 27.2 MBWith the recent news of Optus being hit by a cyber attack, this is a timely episode. This week we discuss our experiences at the recent IT Nation Connect and Gartner IT Symposium/Xpo conferences. We learned about the biggest cyber security breaches, the evolution in ransomware, mergers and acquisition (M&A) activity, and how every event kicks off with the same video.
39 - What's wrong with LinkedIn?
September 18, 2022 19:00 - 56 minutes - 51.5 MBWhere is LinkedIn going wrong? LinkedIn was designed to make recruitment and social selling easy. It's the ideal platform to promote your ideas on thought leadership and your personal and business brand. But as it has grown, the platform, and the way people use it, has changed. In this episode, we are joined by Harriet Mellor from Your Sales Co to talk about why we get those hated DMs after connecting with people, whether religion or politics should show up on your feed, the features that ar...
38 - The art of the "explanabrag"
September 11, 2022 19:00 - 33 minutes - 31.1 MBThe thing that makes a business great doesn't always scale. How do you hold on to your formula for success as head count and business complexity grows? This week Nick and Brendan talk through that, along with how the French do business, learning from rejection, and matching business hours to customer availability.
37 - Get that high value exit
September 04, 2022 19:00 - 43 minutes - 39.9 MBGreg Sharp sold Base2 to Kordia in 2021 for a 10x multiple, so he knows a thing or two about orchestrating a high value exit. He has also founded a number of other businesses, the latest of which is ZenContract, a SaaS play aimed at helping MSPs build value in their own businesses through simplifying scale. He joins Brendan this week to talk about what drives bigger multiples, where the MSP industry is going, the convergence of Telco and managed services, and what's next for ZenContract.
36 - Rise of the second job
August 28, 2022 19:00 - 25 minutes - 23.6 MBSwearing in the workplace is up by 60%. Is this acceptable, and if yes, by whom and in which context? The secondary job market has always existed, and most companies were turning a blind eye. Now with the tight labour market we are experiencing, companies are actively seeking workers who can take on a second job. How do you integrate them into your work culture, are they getting enough sleep, and what are the consequences on health and safety measures? Nick and Brendan cover these questio...
35 - The Revenue Delusion (when profit is a dirty word)
August 21, 2022 19:00 - 37 minutes - 34.7 MBHere's how to avoid profitability issues in your business. What's your end game? And how can you work back from that definition to create the required building blocks for success? Adrien Nisbet works with businesses under stress to turn them around and/or to help execute owner exits. In this episode, he talks through the ways to define your end game, the data to track, the need for tangible assets, value based pricing, the revenue delusion, and more...
34 - NZ chickens are tougher
August 14, 2022 19:00 - 34 minutes - 31.9 MBMatt Bristow, GM of ONGC, joins Brendan and Nick to talk about starting up a security operations centre (SOC) and how his business implemented a cost effective entry into the security space. The guys also discuss whether "guys" is a gender neutral term, how fibre build times are blowing out, and why a 20 mile march matters.
33 - What's your MSP worth?
August 07, 2022 19:00 - 55 minutes - 51.1 MBWill Slappey's business (IT Voice) had bought 8 business in the two years leading up to his chat with Brendan. That conversation was recorded 4 weeks ago, since then he has acquired two more. In short, he knows a thing or two about acquiring business in the ICT market. Check out this episode to hear his views on M&A during a recession, valuation methodologies, retaining key staff, and much more.
32 - No position on social issues - good or bad?
July 31, 2022 19:00 - 29 minutes - 26.9 MBKaseya's CEO says his company has no position on any social issue, is this the right approach? And how much value is lost when there is no cultural alignment in an acquisition? Nick and Brendan cover these questions, and a bunch of other industry talking points, in this episode filmed in Lightwire's Gold Coast office.
31 - Zero Trust Defined
July 24, 2022 19:00 - 29 minutes - 27.2 MBZero Trust is a term increasingly used in cyber security circles, but it means different things to different people, and it feels like each brand has a different take on it. So how to make sense of what Zero Trust really means? Masaki Takeda, Network Delivery Manager at The Instillery, joins Brendan to get to the bottom of it.
30 - Justify that conference cost
July 17, 2022 19:00 - 33 minutes - 30.5 MBSo much of the value on offer at conferences comes down to the connections you can make, but it can be hard to come out of your shell and feel confident approaching strangers. What should you lead with? How to get out of the chat if it's not going well? And what events are even worthwhile? Harriet Mellor from Your Sales Co. joins Nick and Brendan to talk networking strategies, what defines success when you have your own podcast, and where regulation isn't keeping pace with tech.
29 - Customer success for MSPs - The guide
July 10, 2022 19:00 - 41 minutes - 37.8 MBMSPs need a Customer Success process that is scalable, repeatable, documentable, and efficient… with metrics and a system to ensure the customer feels heard. When you concentrate on the people, programs, processes, and products that make a positive impact for your customers, their success guarantees your MSP’s success. Marnie Stockman wrote the book on customer success for MSPs... literally, and this week she joins Brendan to spell it out.
28 - What does the recession mean for you?
July 03, 2022 19:00 - 24 minutes - 22.9 MBDepending on who you talk to, a recession is either looming or is already here. But does that present opportunity in the tech sector? And for MSPs, could it ease the pressure caused by current the shortage of skilled workers? Nick and Brendan dive into all that, discussing the wasted money on digital ads and the razor-thin margins in the B2C telco space complicating Telstra's plan to bring support roles back onshore.
27 - Live from Zenith Live with Jeremy Nees
June 26, 2022 19:00 - 38 minutes - 35.1 MBBrendan and Jeremy Nees (Chief Operations Officer at The Instillery) woke up early to watch the Zscaler’s Zenith Live, so you don’t have to. Cyber security is one of the biggest opportunities for MSPs to add value, and this episode will offer you a glimpse into the future of cyber security. From the highlights to frictionless user experience AND cyber security to the possible end of SD-WAN, tune in to this week's episode to get a full recap of the biggest event in cyber security, Zscaler's ...
26 - No previous experience? You're hired!
June 19, 2022 19:00 - 22 minutes - 20.8 MBGood people are hard to find, so why limit your reach to people with industry specific experience? And have you thought about how to better attract women to your business? This week Catherine Dearlove joins Brendan to share her story of coming into a tech role for the first time, how to get more women applying for positions in your organisation, and the challenges faced by women in this male dominated sector.
25 - Brendan's 4 day working week
June 12, 2022 19:00 - 29 minutes - 26.9 MBIs Elon Musk a giant tool? Can a 4 day work week work in the tech sector? Will Spain pass a law to force telcos to answer all calls within 3 minutes? Brendan and Nick tackle the big issues while enjoying some quality Lightwire gin.
24 - NBN gets schooled
June 05, 2022 19:00 - 57 minutes - 52.2 MBNZ's UFB fibre rollout has set a standard that Australia's NBN is miles from even getting close to. This week Richard Riley, Chief Customer Officer for NZ's 2nd biggest fibre carrier, Tuatahi First Fibre, joins Brendan to talk about where NBN went wrong, how 5G is impacting fibre uptake, and what TFF is doing to deliver on digital equity.
23 - The dickhead test
May 29, 2022 19:21 - 26 minutes - 23.8 MBThe DHT, or dickhead test, is an important part of any interview process. People buy from people, and you need to make sure your people will rep your brand as you would. Nick and Brendan dive into that and also talk through how a recession, if that's what we're heading for, will affect MSPs, and why Brendan is such a marketing fanboy.
22 - Getting beaten up by the Dev team
May 22, 2022 19:00 - 31 minutes - 29 MBJust because you have developers ready to work on new products or features doesn’t mean they should. Adding more products or features doesn’t equate to better business results. Creating solutions clients want starts with getting the basics right. Join Brendan and Nick in this back to basics episode on how you can partner with customers and internal teams for continuous (product) improvements, how to market new products and features, and to think strategy like Jeff Bezos.
21 - What makes an effective leader
May 15, 2022 19:00 - 49 minutes - 45.3 MBWith skills shortages biting, it’s never been more critical for businesses to create pathways for emerging leaders. But what makes an effective leader? And how can we nurture those traits? This week Brendan is talking to leadership coach Amanda Russo, a subject matter expert who works with businesses to get the best from existing leaders and create the next generation of highly effective leaders.
20 - The Inflation Opportunity – Future proof your MSP
May 08, 2022 19:00 - 30 minutes - 27.7 MBIn this period of rampant inflation, your margins will inevitably be eroded if you don’t raise your prices. Efficiency within your sales team and company are key to thrive in a high inflation environment. Brendan and Nick are here to help MSPs like you to adjust pricing without losing your credibility, how to drive efficiencies in your sales team and company, and much more.
19 - Sales people are coin operated
May 01, 2022 19:00 - 56 minutes - 51.6 MBHarriet Mellor runs Your Sales Co, a sales training company that works extensively in the tech sector. This week she joined Brendan to talk all things related to sales success, both for individuals and organisations. Topics include team structure, the importance of personal branding and aligning it with your company positioning, what metrics to look for when using Social Media, vendor management, and more.
18 - A shortage of everything, from people to hardware
April 10, 2022 19:00 - 26 minutes - 24.3 MBHow can the nimble MSPs compete with the big companies when it comes to recruitment? And how does your company culture play an essential role in attracting, and retaining, top talent? Highly skilled people aren't the only thing in short supply - The current shortage of hardware is adding to the pressure MSPs are feeling... Brendan and Nick discuss these key issues facing MSPs in this week's episode.
17 - Low cost 10Gbps fibre without the complexity
April 03, 2022 21:13 - 46 minutes - 42.3 MBEnable complete utilisation of the cloud by taking the breaks off your client WANs. Kurt Rodgers, Network Strategy Manager for Chorus, NZ's largest fibre carrier, joins us to talk Hyperfibre, the 10Gbps access FttP service that is low cost and takes the complexity out of hyperscale connectivity.
16 - What Teams Phone lacks
March 27, 2022 18:00 - 34 minutes - 31.4 MBNot sure whether Teams Phone is the fit for your clients? Wondering how to scope it? In this episode, Brendan & Nick walk through the features, breaking each section into small digestible bits with just a hint of DJ horn.
15 - How to differentiate your MSP with Nigel Moore
March 20, 2022 18:00 - 45 minutes - 41.7 MBThis is part 2 of the in-depth conversation between Brendan and Nigel from The Tech Tribe. Nigel shares his MSP Sales and Marketing experience from helping more than 3000 MSPs around the world. How to differentiate your brand in a commoditized market and where Voice fits in a service offering, along with privacy and security matters.