MSP to MVP: Building Unbreakable Partnerships in the Customer Success Era

5 Star Review

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Editorial Book Review:

By Kristine Kennedy

Technical excellence alone no longer guarantees client loyalty or sustainable growth. Chris Day says that plainly and means it as a diagnosis, not a complaint. He has spent over two decades building and selling companies in the managed services industry, including Fully Managed and IT Glue, and he has watched too many technically excellent MSPs lose clients not because they failed to keep systems running but because they never figured out how to make their value visible to the business leaders who sign the renewal contracts.

MSP to MVP is his most direct answer to that problem, and it arrives at exactly the moment the industry needs it most. As AI transforms the business world, providers face increasing price pressure, commoditization, and shrinking opportunities, and the MSPs that survive that wave will not be the ones with the best tools or the fastest response times. They will be the ones whose clients cannot imagine operating without them.

The book reframes customer success as a core operating discipline for managed service providers, targeting the structural deficiencies within the managed IT services sector and arguing that MSPs must evolve beyond technical service delivery to become indispensable to their clients' success. The Six Disciplines of Customer Success that Day introduces across the book's middle chapters, covering strategy, health, deliverables, process, people, and technology, give that argument its operational backbone. These are not abstract aspirations. They are a functioning system, and Day builds his case from real experience rather than borrowed theory.

What gives the book its particular credibility is who is endorsing it. Former Thrive COO Marc Capobianco called it a book that equips leaders with actionable insights to build unbreakable partnerships. Ntiva CEO Steven Freidkin described it as challenging the industry to put the customer first and build true strategic partnerships. These are practitioners speaking about a book written by a practitioner, and that alignment shows in how grounded the advice consistently feels.

For MSP leaders who are tired of competing on price and ready to compete on relationship, this book is both the argument and the operating manual they have been waiting for.

About the Author

Chris Day

Chris Day is a technology entrepreneur and investor in the managed services industry. He has founded and led companies including Fully Managed, IT Glue, and ScalePad. Chris is the author of MSP to MVP: Building Unbreakable Partnerships in the Customer Success Era, published by Forbes Books. His work focuses on Customer Success, client experience, and the evolving role of managed service providers as strategic business partners.