You’re Not Being Replaced. You’re Being Forgotten.
You integrate everything. You automate workflows. You optimize tickets. But your QBRs fall flat. Clients stop responding. Churn blindsides you.
It’s not because your stack failed. It’s because your story never showed up.
You’re solving for systems, not for strategy.
And your clients? They can’t see the value they’re supposed to feel.
What’s Inside?
The real reason your QBRs feel empty
The Context Pyramid Chris Day uses to reframe client engagement
Why tool integration isn’t the same as client connection
Tangible steps to make your MSP uncuttable
The truth about where your client context actually lives
The Context Pyramid: Why Clients Stay Or Leave
🟥 Level 1: Tools
The shiny stack. Great for engineers, irrelevant to decision-makers.
🟥 Level 2: Efficiency Promises
Faster tickets. Better SLAs. Still tactical. Still invisible.
🟧 Level 3: Client Experience
Polite account managers. Maybe some metrics. But still generic.
🟩 Level 4: Embedded Context
You know their goals. Those goals shape your delivery. Their metrics show up in your tools. Your ops team knows what matters.
🟩 Level 5: Customer Success OS
Strategy isn’t an event. It’s an operating system. Their outcomes are visible. Your impact is measurable. And the relationship compounds.
From Churn Risk to Strategic Partner: What to Do Now
1. Pick Your Top 10 Clients
Not your biggest. Your best. The ones you want ten more of.
2. Ask Them This: “What are your top 3 business goals this year?” (Not IT goals. Real business objectives they’re being evaluated on.)
3. Document the Answers Where Everyone Can See Them
Not in a notebook. Not in tribal Slack knowledge. Put it where every department touches the account.
4. Build Them Into Your Workflow
Those goals should show up in help desk dashboards, in account management prep, and in every team meeting.
5. Reframe QBRs Around Business Wins
Stop reporting on tools. Start reporting on progress toward their goals. Your value isn’t what you do—it’s what they get because you did it.
What Happens If You Don’t?
Your client’s business evolves—and they forget why you were valuable.
You get cut. Not because you did something wrong. But because you weren’t part of the conversation when the new direction got mapped.
You’re not creating momentum. You’re recognizing where it already exists and doubling down on it.
Dive Deeper with Video
Whiteboard Breakdown: I break down the Context Pyramid from top to bottom—and show you exactly how to build strategic visibility into every client interaction. [Watch Here]
Chris Day Interview: Hear Chris lay out the thinking behind this model, why most MSPs deliver below the trust line, and how to scale perception alongside service. [Watch Here]
Final Thought: You’re Not Scaling Tickets. You’re Scaling Trust
Chris Day said it best:
"You're not scaling service. You're scaling perception."
If your value isn’t visible, it’s forgettable. Make your impact part of the way they operate—not just a line item they review.
Talk soon,
Jeffrey Newton
MSP INSIDER