Building Strong Foundations in IT Services With MJ Patent

The IT industry is rife with challenges for both service providers and their clients. Whether struggling to forge robust partnerships, maintain trust, or ensure a secure operational environment, everyone is negatively impacted.

In such a complex environment, where oversights can lead to significant setbacks, the need for experience-based strategic management and proactive measures has never been more critical.

To help us tackle these challenges head-on, MJ Patent has joined us today to share invaluable insights from her decades-long experience. These lessons and strategies will enhance operational security and foster lasting business relationships.

In this discussion, we delved into the following:

• Innovative strategies to build and strengthen IT partnerships
• Best techniques for enhancing trust with clients and partners
• Unique practices for securing IT environments effectively
• A fresh perspective on evolving IT trends and their implications
• The impact of technology on organizational dynamics and performance

Let’s jump right in.

Spotlight on MJ Patent: Pioneering New Approaches to Business and Security

Our guest today, MJ Patent, is the Chief Marketing Officer at Logically, a leading company in managed IT and cybersecurity. Starting her career in service and data center maintenance, MJ has climbed the ranks through IT services and channel partnerships, demonstrating her profound passion and expertise in the field.

With a robust background spanning over a decade in the IT industry, MJ has led marketing departments and embraced roles that meld sales with strategic management. Her journey includes significant roles such as Chief Revenue Officer and product manager.

MJ’s diverse experience equips her with a unique blend of skills that drive her success in the competitive IT industry. In her leadership role at Logically, she has become a pivotal figure in guiding the company towards achieving its business objectives. 

Key Lessons on Cybersecurity and Effective Partnerships

1) Crafting a Winning Service Portfolio

An expertly managed service portfolio is essential for distinguishing your business in the crowded IT market. MJ Patent reflected on her experiences with service providers who acquired other companies without a thorough understanding of the acquired services. Such an oversight can lead to a fragmented and unclear portfolio, making it challenging to market their services effectively.

Drawing from her insights, MJ Patent observes:

“I’m a strong believer of really understanding your portfolio and your service. And I think that is what then helps you define what are your differentiators out in the market and for you to really press in there or identify what are the strategies to strengthen gaps. What I have found is that most service providers don’t have an individual that manages the portfolio… There is no person who is doing that because in a services business it usually starts out with an individual who can do this one thing and then go and they sell that thing.”

Lessons Learned:

Appointing a dedicated portfolio manager who can analyze and continuously adjust your service offerings is a crucial step. By engaging in regular audits to assess performance and customer feedback, you’ll ensure that your portfolio evolves with market demands. Centralizing this role helps you gain a clear strategy for leveraging strengths and addressing gaps, ultimately driving sustainable success.

2) Balancing Resources and Promises in Business

While closing more deals may seem like a positive move for your business, failing to deliver on the promises you made will inevitably turn against you. This is why understanding your internal capabilities and knowing when to partner is key to delivering top-notch services without overwhelming your team. 

Highlighting the importance of balancing resources and promises, MJ Patent shares:

“Is there a business case for us to invest in the resources to support this?… What would be the effort to do that? Or is this a partnership opportunity where we partner with a service provider that does this really well? Then we offer that solution to the customer. We still maintain that relationship, we’re addressing their issues, but we are not taking on the burden of hiring and training and growing that service… I think many times service providers will say, well, we can do anything, and then they strain their internal resources — and then they under deliver, and then that customer churns…”

Lessons Learned:

Start by conducting a thorough analysis to understand your team’s strengths and limitations. Use this insight to make informed decisions about investing in in-house capabilities or forging partnerships. This step is crucial for preserving the quality of your offerings and preventing overextension of resources. Communicating openly with your customers while being fully transparent is also essential, allowing you to build a loyal customer base and reduce the risk of churn.

3) The Necessary Narrative in Cybersecurity Awareness

Selling cybersecurity services is particularly challenging, akin to convincing someone to prepare for a storm they don’t believe will come. Many businesses underestimate their vulnerability to cyber threats, which makes it crucial to adopt a marketing narrative that aligns with clients’ perceptions. This mindset makes fear-based tactics often effective, as they underscore the severe consequences of inaction, instilling a sense of urgency.

MJ Patent underscores her argument with a pattern she has observed repeatedly:

“There are several companies out there that… don’t believe that they’re going to be a target for cyber, even though they are the ones that are most hit and most vulnerable. And until something actually happens, they’re not going to care… So because of that you have a lot of cybersecurity companies that are pushing that narrative of doom and gloom.”

Lessons Learned:

To truly connect with your prospective clients, you need to understand what drives them to take action. Some leads might respond to the urgency of risks, while others are motivated by the promise of trust and security. Tailor your message to these core concerns, making it clear how your solutions address their specific worries. By aligning your approach with their mindset, you can turn skepticism into trust and caution into commitment.

4) Regulations And Business Strategies in Cybersecurity

With cyber threats constantly evolving, the need for a solid security plan and a safety net in case of an attack is vital. Online businesses face significant dangers regularly, from data breaches to ransomware attacks and phishing scams. Establishing a robust defense system and a contingency plan is crucial to mitigate these risks and maintain operational integrity.

Discussing the implications of stricter regulations, MJ Patent points out

“I think the regulations are going to continue to grow. I think they’re going especially due to the AI impact, even cyber insurance companies, they are becoming stricter about their requirements… There’s a lot of business owners that will check off that, yes, we have this. Yes, we have this. Well, by the time an attack happens, if you really actually don’t have it documented, they don’t get anything and no support. So you really need to make sure, yes, you have the things that are required by these cyber insurance companies to protect your business.”

Lessons Learned:

To enhance your organization’s security and protect your customers as well as your employees, you should always be documenting the required measures as per regulations. Conduct regular audits and ensure your security protocols are up-to-date. Moreover, be sure to implement comprehensive training for all employees to recognize potential threats.

5) The Importance of Trials Before Mergers

Due to the inherent complexities of mergers and acquisitions, exploring potential partnerships before committing fully is essential. Trial collaborations allow businesses to verify compatibility, refine processes, and spot potential pitfalls early on. This cautious approach helps you both minimize risk and set a strong foundation for future mergers, ensuring smoother transitions and sustainable success.

Elaborating on this, MJ describes a strategic approach to pre-merger trials:

“Partnerships are very difficult. They require constant communication, constant alignment, et cetera… My recommendation is when you’re starting out with the partnerships, you start out small, you prove out the concept, you prove out all of the processes to make sure it is as easy as possible. But what it also helps you identify is if there’s enough of the business, maybe there’s a merger opportunity down the road. Okay. I would suggest doing that first rather than just going into the acquisition mode.”

Lessons Learned:

Starting with smaller joint projects is always a good idea when contemplating a potential partnership. It allows you to understand the other company’s approach and cultural fit without committing significant resources. Of course, implementing this careful approach means setting clear goals and documenting procedures from the outset. These initial projects will then serve as a basis to evaluate performance and process efficiency — determining whether a deeper partnership is viable.

6) Keeping Up with the Evolving Cybersecurity Threats

Companies with an online presence are constantly under threat, with increasingly sophisticated attacks driven by advances in AI. Tools like ChatGPT are being exploited by cybercriminals to craft convincing, targeted attacks, making it harder for businesses to detect and mitigate these risks. Unfortunately, the most affected by these attacks, in most cases, are the customers — who place their trust and financial security in the hands of these businesses.

Addressing this critical challenge, MJ Patent highlights:

“I think there’s a little bit of… people just not realizing how big of an impact it is and also how easily it can happen to them. Right. I mean, we’re talking about back in the day where it was a poorly written email, like the Nigerian prince… Today these are very sophisticated attacks. And especially now where we have AI tools like ChatGPT for bad guys… I’m like, if that’s what we’re up against, how do you combat that?”

Lessons Learned:

To stay ahead of evolving cybersecurity threats, it’s crucial for businesses to fortify their defenses continuously. This involves investing in cutting-edge security technologies, educating staff on the nuances of modern cyber tactics, and developing comprehensive incident response strategies. Maintaining vigilance and staying informed are key to securing your operations against these advanced threats.

7) Why Transparency About Professional Competencies Matters

Transparency about professional competencies means presenting an honest and accurate view of your skills and capabilities. This honesty is crucial for building trust both with prospects and potential partners, ensuring that expectations are managed properly and avoiding overpromising. This clarity will lead to realistic commitments, fostering long-term relationships instead of short-term gains that may lead to disappointment or mistrust.

Underscoring the importance of authenticity, MJ Patent clarifies:

“Be true to yourself…. Give it an honest look of what your competency is and your ability to deliver on the promises you’re making… So if you’re a service provider and it’s something that you’re not offering, consider, do you have that level of expertise? What is that required level of expertise you need to have internally for you to deliver those services and deliver on that promise? If you don’t have that, then consider, okay, can we partner with someone who can deliver XYZ services? I would always start with the customer, ask them what they’re, what they’re needing.”

Lessons Learned:

Incorporate openness into your daily practices by clearly articulating both your strengths and limitations. Maintain ongoing communication with your clients about any updates and possible hurdles. Furthermore, actively solicit customer feedback to ensure your services meet their expectations. This approach will both bolster your professional integrity and foster a culture of dependability and collaboration within your organization.

8) Bridging Theory and Practice in Service Management

Theory alone without hands-on experience is never sufficient, simply because the practical application of knowledge profoundly enhances its value. MJ Patent shared insights on the transformative impact of running her own service business, illustrating how the nuances of addressing customer needs day-to-day — for example — provide critical insights that no textbook can replicate.

Underscoring the importance of engaging deeply within the industry, she stated:

“I have found it being, you know, most beneficial to look at something like Pragmatic Marketing Institute and then really diving into the communities of service providers… where you can be talking to a bunch of service providers, really diving in and trying to understand their business. My biggest learning curve was when I owned my own services business. You can talk about theory all day long, but when you’re doing it yourself, you’re like… this is a very different thing. I’m making very different decisions than what I would like to tell people to do.”

Lessons Learned:

Engage actively in professional communities and seek firsthand experiences to deepen your practical knowledge. Whether through peer interactions, managing a diverse portfolio, or initiating a small-scale project, the real-world application of theoretical knowledge brings clarity and enhances your ability to make sound decisions. Such experiences not only refine your skills but also equip you to handle the complexities of your field more effectively.

Closing Thoughts: A Roadmap for Future-Proofing Your Business

In this compelling episode of Martal’s Fireside Chats, our special guest MJ Patent delved deep into the intricacies of strategic business partnerships and the challenges of cybersecurity. She shared her valuable insights on managing complex partnership dynamics and offered numerous practical tips on risk management and client education.

MJ Patent underscored the importance of initiating partnerships on a small scale to evaluate compatibility and operational processes before progressing to larger acquisitions. She pointed out the common oversight among small businesses that tend to underestimate the necessity of cybersecurity measures — until they face a breach. Her top advice for service providers includes being transparent about their capabilities, actively educating clients, and focusing on practical application over theoretical knowledge.

Thank you for joining us for this enlightening conversation! We hope the insights gained today will enhance your strategies and strengthen your business resilience. Stay tuned for more expert discussions on sales, marketing, and beyond.