Growing an MSP Business

-With Insights from Jim Smith’s Entrepreneurial Journey

Growing an MSP Jim Smith Proper Sky

Growing an MSP business in today’s dynamic technological landscape requires a blend of strategic planning, customer-centric service, and continual adaptation. In a recent episode of the WIN – What’s Important Now Podcast, seasoned entrepreneur Jim Smith shared invaluable insights from his experience in the managed IT services industry with Carrie Richardson. It highlights key strategies and practical advice for aspiring managed service providers (MSPs) looking to scale their businesses effectively.

Jim Smith Proper Sky Growing An MSP cover art win podcast

You can listen to Jim Smith on the WIN podcast on any popular podcasting platform, or right here on the Fox and Crow website:


Understanding the Managed IT Services Industry

Managed IT services firms (MSPs), provide a range of IT solutions to businesses, including network management, cybersecurity, data backup, and technical support. The industry has seen significant growth as companies increasingly rely on technology to drive their operations. Managed IT is a popular business model for providing IT support – it offers business owners a technology partner that is rewarded for preventing IT issues vs. paid for resolving them once they’ve occurred and provides a predictable monthly cost – putting the burden of unexpected IT costs on the provider rather than the client. While this creates advantages for the clients of the MSPs, the challenge in growing an MSP business effectively and profitably lies in staying ahead of technological advancements while maintaining service quality.

Jim Smith’s Entrepreneurial Background

Jim Smith, a veteran in the managed IT services field, began his entrepreneurial journey with a vision to create a customer-focused MSP. With over two decades of experience, Smith has guided his managed IT services business, Proper Sky IT, building a reputation for reliability and innovation. His firm is now a leading name in the industry, known for its comprehensive and tailored IT solutions.

growing an MSP business proper sky IT logo

In the podcast, Smith emphasized the importance of understanding client needs and delivering personalized services. “The key to our success has always been putting the customer first,” he stated. “By understanding their unique challenges, we can provide solutions that genuinely add value to their business.”

Starting and Scaling an MSP Business

Identifying Market Needs

For those looking to start an MSP business, Smith advises conducting thorough market research to identify gaps and opportunities. Understanding the specific needs of potential clients can help in crafting services that address their pain points. Smith noted, “When we started, we focused on small to mid-sized businesses that lacked in-house IT expertise. This niche allowed us to tailor our services and build strong relationships.”

Building a Skilled Team

A successful MSP relies on a team of skilled professionals who can manage various aspects of IT services. Smith highlighted the importance of hiring individuals who not only possess technical expertise but also have strong problem-solving skills and a customer-oriented mindset. “Our team is our greatest asset,” he remarked. “Investing in their growth and ensuring they stay updated with the latest technologies is crucial.”

Investing in Technology and Tools

Staying competitive in the MSP industry requires continual investment in advanced tools and technologies. Smith’s firm utilizes state-of-the-art software for network monitoring, cybersecurity, and client management. “Leveraging the right tools can significantly enhance efficiency and service quality,” Smith explained. “It’s about being proactive rather than reactive.”

Effective Marketing Strategies

Building a Strong Online Presence

Having a robust online presence is essential for attracting clients. Smith recommends investing in a professional website and leveraging SEO strategies to improve visibility. “Our website is our storefront,” he said. “We ensure it provides detailed information about our services and showcases our expertise through case studies and client testimonials.”

Utilizing Content Marketing

Content marketing is a powerful tool for establishing authority and building trust with potential clients. Smith’s firm regularly publishes blog posts, whitepapers, and videos that offer valuable insights into IT challenges and solutions. “By sharing our knowledge, we position ourselves as thought leaders in the industry,” Smith noted.

Engaging on Social Media

Social media platforms offer excellent opportunities for MSPs to connect with their audience and showcase their expertise. Smith’s team actively engages on LinkedIn, Twitter, and Facebook, sharing industry news, tips, and success stories. “Social media allows us to reach a wider audience and engage directly with potential clients,” he explained.

growing an msp business with the msp sales process

Fox and Crow Group recently added a social selling step by step training course to our MSP Sales Process, a sales and marketing enablement platform tied to a process-driven CRM system.  Using both together will help any entrepreneur growing an MSP business by providing pre-built sales and marketing processes tested over ten years and over 1000 MSPs (Carrie used them at Managed Sales Pros, Ian used them to grow an award winning Michigan-based MSP, Doberman Technologies.)  MSP Sales Process soft launches this month – you can schedule time with Carrie Richardson to learn more!

Providing Exceptional Customer Service

Understanding Client Needs

One of the cornerstones of Smith’s success is his unwavering commitment to understanding and meeting client needs. He advises MSPs to maintain open lines of communication and regularly seek feedback. “Listening to our clients helps us continually improve and tailor our services to their evolving needs,” Smith said.

Offering Proactive Support

Proactive support is a key differentiator for successful MSPs. Smith’s firm focuses on preventing issues before they arise through regular system monitoring and maintenance. “By being proactive, we minimize downtime and ensure smooth operations for our clients,” he emphasized.

Building Long-Term Relationships

Smith believes in building long-term relationships based on trust and reliability. “Our goal is to be a trusted partner rather than just a service provider,” he explained. “We strive to understand our clients’ business goals and align our services to help them achieve success.”

Embracing Continuous Learning and Adaptation

Staying Updated with Industry Trends

The IT industry is constantly evolving, and staying updated with the latest trends and technologies is crucial for MSPs. Smith’s team regularly attends industry conferences, participates in webinars, and invests in ongoing training. “Continuous learning is essential to stay ahead of the curve,” Smith said.

Adapting to Changing Client Needs

As businesses grow and evolve, their IT needs change. Smith advises MSPs to remain flexible and adapt their services to meet these changing requirements. “Being adaptable allows us to provide relevant solutions and maintain our clients’ trust,” he noted.

Leveraging Partnerships and Alliances

Forming Strategic Partnerships

Forming strategic partnerships with technology vendors and other service providers can enhance an MSP’s capabilities. Smith’s firm collaborates with leading software and hardware vendors to offer comprehensive solutions. “Partnerships allow us to provide a broader range of services and access cutting-edge technologies,” Smith explained.

Networking within the Industry

Networking within the industry can open doors to new opportunities and collaborations. Smith actively participates in industry associations and forums, building connections with peers and potential partners. “Networking helps us stay informed and explore new avenues for growth,” he said.

Challenges and How to Overcome Them

Managing Rapid Growth

Rapid growth can pose challenges in terms of resource allocation and service consistency. Smith recommends having scalable processes and systems in place to manage growth effectively. “We focused on building a strong foundation that could support our expansion,” he explained.

Maintaining Service Quality

Maintaining high service quality is crucial as the business grows. Smith’s firm has established rigorous quality control measures and regularly reviews client feedback to ensure consistent service delivery. “Quality is non-negotiable,” he emphasized.

Navigating Technological Changes

The fast-paced nature of technology can be daunting, but Smith advises embracing change rather than fearing it. “We see technological changes as opportunities to innovate and improve our services,” he said. “Staying agile and open to new ideas is key.”

Future Trends in the MSP Industry

Increased Focus on Cybersecurity

With the rise in cyber threats, cybersecurity is becoming a top priority for businesses. Smith predicts that MSPs will need to invest heavily in advanced security solutions and stay updated with the latest threat intelligence. “Cybersecurity is no longer optional; it’s a critical component of our services,” he noted.

Check out other cybersecurity CEO interviews on the WIN Podcast featuring Joe Alapat, founder of Liongard, and Carlson Choi, founder of Cork.

Adoption of AI and Automation

Artificial intelligence (AI) and automation are transforming the IT services landscape. Smith’s firm is exploring AI-driven tools for predictive maintenance and automated support. “AI and automation can significantly enhance efficiency and service quality,” he explained.

Expansion of Cloud Services

Cloud computing continues to gain traction, and MSPs are increasingly offering cloud-based solutions. Smith’s team has developed expertise in cloud migration and management, helping clients leverage the benefits of the cloud. “The cloud offers scalability, flexibility, and cost savings,” he said.

Growing an MSP Business?

Growing an MSP business requires a strategic approach, a customer-centric mindset, and a commitment to continual learning and adaptation. Jim Smith’s entrepreneurial journey provides valuable lessons for aspiring MSPs, from understanding market needs and building a skilled team to leveraging technology and providing exceptional customer service. By following these insights and staying abreast of industry trends, MSPs can achieve sustainable growth and success in the competitive managed IT services landscape.


What are the key strategies for growing an MSP business?

Key strategies include understanding market needs, building a skilled team, investing in technology, effective marketing, providing exceptional customer service, and embracing continuous learning and adaptation.

How important is customer service in the MSP industry?

Customer service is crucial in the MSP industry as it helps build long-term relationships based on trust and reliability. Exceptional service ensures client satisfaction and loyalty.

How can MSPs stay competitive in a rapidly evolving industry?

MSPs can stay competitive by staying updated with industry trends, investing in advanced technologies, and continually adapting their services to meet changing client needs.

What role do strategic partnerships play in the growth of an MSP business?

Strategic partnerships enhance an MSP’s capabilities by allowing access to a broader range of services and cutting-edge technologies, ultimately benefiting clients.

What are some future trends in the MSP industry?

Future trends include an increased focus on cybersecurity, adoption of AI and automation, and the expansion of cloud services, all of which will shape the MSP landscape.

How can MSPs manage rapid growth effectively?

Effective management of rapid growth involves having scalable processes and systems in place, maintaining high service quality, and being agile in response to technological changes.

How can Fox and Crow Group help with growing an MSP business?

Fox and Crow group can help provide the strategy, process, and documentation support your MSP business needs to be successful when growing an MSP business.  We use proven strategies, including the Paterson Strat Op methodology, to help MSP business owners create plans for success, then align their teams behind the plan.  We help create the next generation of leaders in the MSP business to allow the owner to successfully transition out of sales and operations, paving the way towards a successful exit in the future.

Schedule time to talk to Carrie Richardson here, let’s begin the work and get your MSP on the right growth trajectory today!

More Like This:

Leadership Succession Planning with Liongard

Leadership Succession Planning with Liongard

Leadership Succession Planning Liongard's CEO Transition: Joe Alapat and Michelle Accardi In cybersecurity, innovation and adaptability are paramount.   Technology is evolving, and so must your leadership. Leadership succession planning is imperative for the long term...

The Ideal MSP Exit Plan

The Ideal MSP Exit Plan

The Ideal MSP Exit Plan Insights from Christopher Vollmond-Carstens at NTIVA Mergers and acquisitions (M&A) are a hot topic at all MSP events this year, and business owners in the space should begin preparing their MSP exit plan as early as possible, especially if...

Whitepaper Download