- 73% of Chief Sales Officers (CSOs) are focusing on existing customer growth for 2025, according to Gartner.
- 57% of CSOs rank account retention and growth as a top-3 priority.
- Addressing the customer value gap is crucial for retention and growth.
In a recent survey conducted by Gartner, Inc. (IT, Financial), it was found that 73% of Chief Sales Officers (CSOs) are prioritizing growth from existing customers for the year 2025. The survey, conducted between October and November 2024, included responses from 243 CSOs and senior sales leaders. A significant 57% of these leaders identified account retention and growth as one of their top three priorities. Despite this focus, many organizations continue to face challenges in converting their value propositions into tangible customer value, highlighting a prevalent customer value gap.
These insights were shared during the Gartner CSO & Sales Leader Conference held in Las Vegas on May 20-21, 2025. Daniel Hawkyard, Director Analyst in the Gartner Sales Practice, emphasized the importance of bridging the value gap to ensure sustainable growth through retention and customer advocacy. "Retaining and expanding relationships with current customers is not just a priority—it's essential for sustainable growth," Hawkyard stated.
CSOs are encouraged to align cross-functional teams to establish a unified understanding of their value propositions, which should be consistently articulated throughout the customer's journey. Feedback mechanisms play a crucial role in ensuring customer needs are met and expectations exceeded, thus closing the value gap effectively.
The conference also stressed the necessity of creating structured approaches for customer engagement and onboarding, enabling customers to realize the full potential of the seller's solutions. Hawkyard highlighted that transforming knowledge into action through personalized customer experiences can greatly enhance adoption and proficiency.
Gartner, Inc. (IT, Financial) continues to provide critical insights and tools for sales leaders striving to address significant growth challenges in the market. For more information on their services and research, visit their website.