In this episode of MSP Insider, host Jeffrey Newton sits down with Keith Marciano, Senior Executive Coach at Pax8 Academy, for a practical conversation about the operational foundations MSPs need before focusing on sales growth. Through candid discussion, Keith reveals why generating more leads without fixing service delivery creates bigger problems, how to approach modern buyers who've already done their research, and the specific metrics that indicate MSP health.

Key Topics Covered:
• Why your service foundations must be solid before ramping up marketing
• The "Results Selling Framework" that focuses on client business outcomes
• How to identify if unprofitable clients are "your problem" or "their problem"
• The benchmark metrics every MSP should be tracking (50-60% margins, 6.5 billable hours)
• Why specializing in 1-3 industries creates more value than being a generalist

Timestamps:
0:00 - Introduction to MSP operational challenges
4:09 - Understanding the modern buyer journey
10:22 - Strategic ways to engage decision-makers
16:30 - The Results Selling Framework
27:03 - Critical operational metrics to track
33:21 - Addressing unprofitable legacy clients

Whether you're struggling with service delivery efficiency or trying to increase your managed services margins, this episode delivers practical advice about what it really takes to build a profitable MSP in 2025 and beyond.

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