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MSP to MVP: Building Unbreakable Partnerships in the Customer Success Era
by Chris Day
Published: 2026
Recommended by Chris Day
Categories: partnerships, go to market
Why should you read it?
Channel leaders invest heavily in enabling MSPs, yet rarely see the relationship from the MSP's side of the table. This book does, and its diagnosis is blunt: service providers seldom lose accounts over technology or price, but because the relationship stays operational while the client's business turns strategic. Understanding that gap helps vendors see what a strategic MSP partner is being asked to become.
What is the book about?
Chris Day, founder and CEO of ScalePad, builds a framework he calls the Six Disciplines of Customer Success, drawn from more than twenty years of building and scaling technology service businesses. The book defines a strategic partner as a set of behaviors, conversations and systems that make a client feel they have an advisor rather than a vendor. It then covers how to make value visible at the executive level, which patterns separate providers that grow with their clients from those that get replaced (relationship depth, stakeholder coverage, expansion habits and renewal confidence), and how to build the people, process and technology that let customer success scale without the owner personally holding every relationship.
Best takeaway
Strategic partnership is earned through repeatable behaviors and systems that make a client's value visible, not claimed through a tagline.
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