High-Stakes, High-Maintenance: Managing Your Most Complex Customers

Session Abstract

Every company has those demanding, complex customers who don't follow the digital journey, flood support with tickets, and are always teetering on the edge of churn, yet they drive a huge portion of revenue. This session will provide a front-row look at the challenges and hidden opportunities of managing these large customers who break the mold, teaching attendees how to stay sane, strategic, and successful even when scaling isn’t an option, and demonstrating why these toughest accounts can push the business forward. Key takeaways include learning how these high-maintenance customers can become surprising sources of innovation, influence, and internal alignment; practical frameworks for managing complexity without losing your team or your mind; and discovering how to serve customers who don't follow the rules without compromising the broader strategy.