Get Better At Communication

Managed services are gaining steam within the channel, and they require a distinct set of customer service strategies. That begins with listening, according to Lane Smith of Continuum, a Boston-based provider of IT management solutions. "Listen first, then listen again," he writes.

After that, share a prospect's concerns and convey empathy, and ask questions to clarify specific points. Finally, "assumptive" selling techniques, such as saying "When we go live I will work with your lead tech … and make sure your customers are happy," Smith says. That conveys to the prospect's representatives that you're ready to work with them.