| Category: | Business and Investing |
|---|---|
| Author: | Chris Day |
| Publisher: | Forbes Books |
| Publication Date: | September 15, 2026 |
| Number of Pages: | 248 |
| ISBN-13: | 9798887508177 |
| ASIN: | B0GWRKKGSG |
In MSP to MVP, Chris Day convinces his readers that uptime
is no longer a value proposition, but the price of admission. He confronts the
uncomfortable truth that continuously haunts managed service providers, where
clients renew year after year, yet relationships suffer, expansion stalls, and
growth refuses to compound. Backed by two decades spent building Fully Managed
into Canada’s largest MSP, founding IT Glue, and scaling ScalePad, Day shows
how an industry obsessed with operational excellence leaves its most important
work invisible. When clients cannot connect technical delivery to business
outcomes, even flawless service feels interchangeable, and what is interchangeable
can be shopped on price. The fix is not a strategic hire or another dashboard;
it is a deliberate Customer Success operating model that turns renewals into
expansions, makes progress visible, and elevates a provider into the one
partner clients cannot afford to replace.
Chris Day’s book successfully makes readers understand that Customer
Success should never be perceived as a department but as a discipline. The
illustration of this principle is achieved through an elegant architecture: the
Bow Tie Model reframes the signed contract as a starting line, the Dual Growth
Loop binds client momentum to provider growth, and Six Disciplines examine
strategy, deliverables, health, people, process, and technology. Field notes
from leaders at Ntiva, Integris, and Gainsight ground each idea in realism and make
it actionable. MSP to MVP is unique in the companions embedded in every
chapter—retention calculators, health scorecards, QBR frameworks, segmentation
canvases, and playbooks built for the messy aspects of client work. These tools
give readers something to apply Monday morning and the ability to measure
success. Skeptics will appreciate that
Day never romanticizes the difficulty; he refuses to mistake hard for
impossible, creating an essential roadmap that will empower any MSP ready to
stop being a line item and start doing work that really matters.
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