Customer Retention

What is the CEO’s role as “CCO – Chief Customer Officer” in these challenging times?

I started thinking about this for each of my clients.

I thought, “What could the CEO do right now for the top 10 to 100 customers?”

What could the CEO do that would BLOW the customers’ minds? 

Your Key Accounts

How are you handling your key accounts these days? Have you put an emphasis on retention and growth? I hope so. In this economy retaining customers is crucial. I’ve seen too many companies losing their largest customers during COVID and in most cases, it could have been prevented. Aside from the revenue they produce, there is potential for growth and with growth comes loyalty and loyalty brings referrals.  

If your focus isn’t on your key accounts, it should be. With that, what could the CEO do right now for the top 10 to 20 or so customers? 

Here are some possible actions:  

  1. Write a letter or note 
  2. Send a video message 
  3. Make some phone calls 
  4. Get on a sales meeting 
  5. Attend a QBR (Quarterly Business Review)
  6. Send a gift 
  7. Offer something extra 
  8. Ask what can be done better 

I took an informal poll on LinkedIn and 59% chose: Ask what can be done better. That can be incorporated in numbers 1 – 5 above.  

Will you brainstorm with your team to determine what actions could be taken by the CEO and senior leaders of your company to make your customers feel special, become more loyal, make referrals, and buy more 

Tell ya what, I’ll do a FREE brainstorm session with you and your team. Sign up here

Schedule Your FREE Brainstorm Session

About the Author Alice Heiman

Alice Heiman, the CEOs Sales Coach. According to, she is among the world’s leading experts on the complex sale. She strategizes with sales leadership and provides innovative ideas to grow sales. Originally, from the widely known Miller Heiman Group, Alice and her team incorporate the newest research and best practices to provide sales programs that generate immediate and sustainable results.

follow me on:

Your Sales Pivot

What CEOs Need to Know About Sales Right Now

Learn how to remove fear, triage pipelines and pivot to grow sales during these turbulent times.