Connecting IT Podcast – MSP Metrics and Fundamentals with Nigel Moore


In this edition of the Connecting IT Podcast, Jim Lippie, Kaseya’s GM and SVP of Partner Development, talks with Nigel Moore, founder of The Tech Tribe. Throughout their in-depth 30-minute conversation, Nigel and Jim go back and forth on important MSP metrics, explore Nigel’s MSP origins and more.

At one point in the interview, Jim asks Nigel to pick three different daily or weekly metrics that are the most important for an MSP to track. Here’s what he has to say:

“For many, many years, [I was] flying blind, just thinking all the metrics are in my head and I could run this thing by gut feel, and eventually… I learned the lesson that that’s not how to run a business. You have got to run by numbers, you have got to have a dashboard up in front of you, which is your lead metrics, and you have got to look behind you in your rear-view mirror, which is your lag metrics … the things that have happened in the past.”

Nigel puts the most important metrics into the three following categories:

  • Marketing/Growth
  • Service Delivery
  • Accounting/Finance

Under marketing, Nigel champions the number of new leads that have come into the business given a timeframe as the most important metric.

“It’s a good indicator of where you’re going in the business,” he says.

Tune in to the podcast to find out what the other two metrics are and make sure to check out Nigel’s book mentioned multiple times throughout the interview, The MSP Owners Guide to Surviving & Thriving in Uncertain Times.

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