Chris Day launches MSP book on customer success
Chris Day’s new Forbes Books release argues managed service providers can no longer win on technical support alone as AI and commoditization reshape the market. The book lays out a customer-success framework meant to help MSPs improve retention, prove business value and grow recurring revenue.
Why it matters: - Managed service providers are facing more price pressure as AI makes technical capabilities easier to match. - The book argues MSPs need a new operating model to stand out, keep clients longer and create more expansion revenue. - The shift matters because buyers increasingly judge MSPs on business outcomes, not ticket volume or uptime alone.
What happened: - Chris Day released "MSP to MVP: Building Unbreakable Partnerships in the Customer Success Era" with Forbes Books. - The book is now available on Amazon and at major booksellers. - Forbes Books is the exclusive business book publishing imprint of Forbes. - Day is founder and CEO of ScalePad and wrote the book for MSP owners, executives and customer-facing teams.
The details: - The book presents Customer Success as an operating discipline for managed service providers. - Day introduces the Six Disciplines of Customer Success for the MSP market. - The framework includes the Bow Tie Model and the Dual Growth Loop. - The book is designed to help MSPs strengthen client relationships, make business value visible, improve retention and create expansion opportunities. - Day said SMBs judge an MSP by whether the business becomes more secure, more productive and better positioned to grow. - Glenn Mathis, former CEO of Integris, said Customer Success should be treated as the full lifecycle from sale to measurable value realization. - Mathis said the best MSPs think in strategic moves and use onboarding, adoption and ongoing engagement as a repeatable system.
Between the lines: - The book reflects a broader push in the MSP industry away from commoditized support services and toward deeper client partnership. - Day is positioning customer success as a way to defend margins when technical differentiation no longer lasts as long. - The message also suggests MSPs should make outcomes easier for clients to see, which can support retention and recurring revenue.
What's next: - The book will likely serve as a playbook for MSPs looking to adjust their sales, onboarding and account management motions. - Day’s background scaling companies such as Fully Managed and IT Glue gives the framework credibility for operators looking for a practical model. - Forbes Books says it continues to publish select business and thought leaders through an invitation-only imprint.
The bottom line: - Day’s core argument is simple: MSPs that prove business value, not just technical competence, are better positioned to win in the AI era.
Disclaimer: This article was produced by AGP Wire with the assistance of artificial intelligence based on original source content and has been refined to improve clarity, structure, and readability. This content is provided on an “as is” basis. While care has been taken in its preparation, it may contain inaccuracies or omissions, and readers should consult the original source and independently verify key information where appropriate. This content is for informational purposes only and does not constitute legal, financial, investment, or other professional advice.
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