Artificial intelligence is eroding the work MSPs have long used to prove their value, and customers want something the industry has never fully delivered: a forward-looking plan.
In this episode of Changing Channels, Larry Walsh talks with Chris Day, author of “MSP to MVP: Building Unbreakable Partnerships in the Customer Success Era,” about why the book felt urgent now, how SMB expectations have shifted from reactive service to strategic guidance, and what it takes to become the “most valuable partner” that your customers call first.
In the book, Day introduces a methodology for managing and growing long-term client relationships, covering the measurement of relationship health before problems arise, the delivery of value that resonates with business leaders, and the development of repeatable processes that drive retention and growth.
During the podcast, Walsh and Day discuss why only a small share of MSPs are ready for the transition that needs to take place, how vendors’ sales-based measures clash with outcome-based value, what happens to the top-end customers of MSPs that don’t adapt, and how the model may evolve toward advisory-led, systems-integrator-style businesses.