Literally: The Book on Customer Success for MSPs
By Marnie Stockman.
About the Book
A book on building a customer success function inside an MSP. The author draws on time as a customer success manager to argue for a process that is repeatable, documented and measured, in place of reacting to complaints as they arrive. It is organized around four areas, people, program, processes and products, and covers why the function matters, what it includes and how to roll it out across every client.
It suits an MSP owner whose account management depends on one person fighting fires, or who wants to know whether clients feel heard before renewal comes around. It runs 126 pages.