Tips to Help Your MSP Business Develop Effective Customer Journey Maps

Clients of your MSP business are generally going to follow a predictable pattern when it comes to awareness, research, and conversion. This process is known as “the customer’s journey.” 

While not all clients will follow the customer’s journey quite the same, generally, designing outreach around stages of this process has an increased likelihood of netting more conversions owing to more effective outreach.  


Tips in Designing Your Customer Journey 

Your customers are going to, in large part, perpetuate their own forward journey. They have to keep engaging with you to move toward conversion— even if you outreach initially, their response is critical. Accordingly, you want to “lean in” to this reality using available information— consider this approach: 


Use Data to Drive Journey Design 

An MSP business is in the information industry at its core. The customer journey design can be formed around data gathered with the help of companies that specialize in conducting global consumer research or by taking the time to analyze available customer data. For example, SEO groups with MSP concentration have it, and you can find it yourself examining existing clients for clues. 

How long do clients research before converting? What do they research? What are their pain points, and what is most likely to elicit a response? Answer these questions and use the answers to map out customer journeys. 


Design Effective Touchpoints Matching Available Data 

To keep clients traveling toward the destination of conversion, it’s important to put touchpoints along the journey for them. These are areas where you’ll interact with clients or they’ll interact with your material in a way yielding data. 


Align Touchpoints in The Customer Journey to Match Prospect Goals 

Touchpoints will be most effective if they fulfill goals prospects are seeking to reach when considering your MSP. One goal might be getting solid numbers they can apply to their business to determine profit. Another might involve exploring the latest tech breakthroughs. Provide touchpoints of such an aligned nature throughout your customer journey. 


Optimized Customer Journey Maps 

An MSP business should use data to define the buyer’s journey, including the establishment of effective and aligned touchpoints. Properly done, this will initiate gains in the acquisition and conversion of new clients. 

Bill Hogan

Bill Hogan is President of Partners Plus. A fast growing IT Support firm based in the Philadelphia area. Bill has been helping make life with business computers easier since 1981. His education as an Electrical Engineer at Penn State started a dual approach toward gaining expertise in both programming and computer networks. In 1991 he formed Partners Plus, Inc., to provide managed IT services to companies in the Philadelphia metropolitan area, based on being a business operations ally and understanding the need to speak to company leaders in plain English rather than ‘techno-babble’. And while others tend to focus their attention on the mechanical components of a computer system, Bill and his staff take a more global approach - how a network can be best used as an integral, reliable asset to the business owner’s goals. In 2007, after years of frustration with the sub-standard services he saw during network audits, Bill published “Hassle Free Computer Support” to educate business owners with the information they need to get superior technical support for their businesses A firm believer in keeping current with advances in technology and processes, Bill lead Partners Plus to become a Microsoft Certified Partner in 1998 and a Gold Certified Partner in 2008. And, Partners Plus Inc. has been selected by Microsoft as being in the top 1% of Partners serving the Small and Medium Business Market on the East Coast. Bill is internationally certified in Network Operations and is certified by Microsoft in project management and multiple Microsoft technologies. He also held the position of representative for the Mid-Atlantic region on Microsoft’s Advisory Board which manages all Microsoft Small Business certified partners. Partners Plus provides managed it services to clients in Philadelphia and the Delaware Valley and helps them choose, implement, and manage IT and cloud solutions that are cost effective and reliable. Partners Plus’ pro-active approach to IT support is ideally suited for companies in Wilmington, Delaware or Philadelphia who depend on reliable IT infrastructure, but don’t want to spend a lot of money to keep your IT services in Delaware that way. Partners Plus clients have come to appreciate the Partners Plus team focus on operations and the ability to get the core of problems quickly, and the knowledge of how to resolve issues as quickly as possible. With the institution of the Partners Plus Protection Program, the company can now monitor, identify and resolve many network issues in minutes without coming onsite.