The CompTIA MSP Guidebook: Cultivating a Culture of Process E昀케ciency Table of Contents Introduction 4 Assess Your Service Portfolio 5 It’s All About Your Ideal Customer 5 Where Do I Win? 6 Uncover Your Superpowers 8 Build E昀昀ective Business Processes 12 Build a Better Process: Quarterly Business Reviews 14 Build a Better Process: Customer Success Roadmap 16 Invest in People 18 Best Practices: Before You Hire 18 Best Practices: The Hiring Process 19 Best Practices: Onboarding New Hires 24 Manage Your Vendor Partners 26 Making Informed Partnership Decisions 26 Negotiating With Vendors 28 Implementing a Vendor Management Policy 29 Additional Resources 32 3