The panel featured:
- Nathan Austin, VP of strategic development, Mytech Partners
- Nick Bock, CEO, Five Nines Technology Group
- Leo Kelly of Circle Computer Resources
- Kent McNall, CEO, Quosal
- Steve Riat of Nex-Tech
The reasoning: Customers often consider an MSP's tech engineers to rank among their closest advocates, perhaps even sitting on the customer side of the table while negotiating a deal with the MSP. The idea is to make sure the tech engineer is recommending the best possible customer solution -- and not recommending upsells and cross-sells simply to line his or her pocket with commissions.
Generally speaking here's the panel's core conclusion: Reward tech engineers for the behavior you desire. And that behavior should involve delighting your customers.