Methodology
The Bow-Tie
The five stages of the customer lifecycle — acquisition, the engagement knot, and growth.
Click any stage to explore its role in the lifecycle.
Engagement
Engagement is the operational rhythm of the account — the knot in the middle of the bow-tie. TAM and AM run it day-to-day; the vCIO owns the strategic layer. The centre of gravity is the Regular QBR: the recurring moment the MSP proves value to the executive who signs the cheque, and lands the next set of decisions. Everything else — health signals, touchpoints, delivery reviews — feeds it. Get the QBR right and expansion and renewal become downstream conversations, not upstream battles.
MSP to MVP
The Forbes Books playbook that lays out the framework this entire site is built on.
Chris DayHow the Six Sub-Processes operate within Engagement
One card per sub-process within the Engagement stage. Click a card for the full read.