Ep.83 Customer Retention Strategies: How to Keep Customers and Grow Accounts
February 4, 2026
Learn why 30% churn is killing your business, how to maintain strategic relationships after the sale, and why your sales team can't hand off customer relationships and walk away.
How to Reduce Customer Churn and Grow Existing Accounts
Your sales team closes deals, hands them to customer success, and walks away. Then customers churn. In this episode, the Sales SOS panel explains why this model is broken and what to do instead.
Topics covered:
- Why 30% customer churn rate is unsustainable for business growth
- The problem with handing off customer relationships to customer success
- How to maintain strategic relationships vs. becoming operational
- Why sales reps should stay engaged with customers after the sale
- Building deep relationships across the entire customer organization
- The 15-minute monthly check-in strategy that prevents churn
- How to expand accounts by solving additional customer problems
- Turning customers into a community to increase loyalty
- Why you need multiple relationships (not just one champion) at each account
- Marketing to existing customers throughout the lifecycle
- Quarterly business reviews: What to include beyond account updates
- How to stay informed about what's happening in your customers' businesses
- Why customer turnover means you need deeper organizational relationships
Key questions answered:
- How do I reduce customer churn?
- Should sales stay involved after the deal closes?
- How do I grow existing accounts?
- What's the role of sales in customer retention?
- How many relationships should I have at each customer account?
- How often should I meet with existing customers?
- How do I prevent competitors from stealing my customers?
- What should I include in quarterly business reviews?
- How do I turn customers into advocates and a community?
Learn how to build a customer retention strategy that keeps accounts growing instead of losing 30% of your revenue every year to churn.