Course description
Customer Retention Masterclass
Learn how to track the customer journey and drive loyalty. Understand how to use data to create more personal communications with customers and prospects. This course will give you the confidence to create retention strategies that work for your organisation.
Suitability - Who should attend?
This course is suitable for anyone relatively new to Customer Retention Masterclass as part of their role or where the business has grown quickly through acquiring customers. Predominantly B2C marketers (agency or client-side) who plan, direct and execute direct and digital marketing campaigns.
Outcome / Qualification etc.
You will learn to:
- Understand the real nature of customer loyalty and the TRUE meaning and application of CRM
- Understand how your customers interact, use and buy (or not) from your brand
- Use analytical methods to measure Customer Retention Masterclass and loyalty
- Plan and target a customer contact strategy, using online and offline communications
- Implement and evaluate the success of your Customer Retention Masterclass strategy
Training Course Content
Understanding your customer
- Defining Customer Retention Masterclass and ‘loyalty’
- Understanding the customer journey and defining the customer DNA through research and data
Measuring loyalty
- Analytical methods to measure and evaluate Customer Retention Masterclass and loyalty
- Analysing the value, relevance and cost of loyalty schemes for optimum ROI
Planning your strategy
- Planning contact strategies through the customer lifecycle
- Workshop: planning contact strategies through the customer lifecycle
The importance of data
- How to use data to customise/personalise website, contact centre and retail interactions
Customer Retention Masterclass – making it work in practice
- Examples from B2C, B2B, Not-For-Profit and public sectors
- Customer Retention Masterclass checklist and applying back in the real world
Course delivery details
Virtual Classroom: Tutor-led, live, online classroom environments
The IDM Virtual Classroom is face-to-face, peer-to-peer learning – in the digital world. It lets you keep learning, wherever you are, and to connect with others, no matter the distance.
The IDM’s Virtual Classroom offers:
- An interactive classroom environment
- Peer-to-peer collaboration
- An engaging platform experience
- Practical learning through hands-on exercises
- Online access anywhere you can get an internet connection
Courses are structured in a time-friendly format consisting of three to four sessions per day, broken up into 60 to 90 minutes of learning, instead of the conventional approach of listening to lectures and notetaking.
Before starting your course, you’ll receive joining instructions outlining any technical requirements, plus a unique login link via Zoom.
Why choose Institute of Data & Marketing
Over 30 years experience as a leading awarding body for qualifications in data & digital marketing
Over 100,000 people have attended our courses
Over 15,000 marketers have earned a professional certification with us
Reviews
Average rating 5
The course was packed full of great real-life examples to illustrate the theory. I've taken away some great tips and tools to help improve retention strategies within my role. M...
Expenses
Members: £400 + VAT
Non-members: £450 + VAT
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Institute of Data and Marketing
IDM is the trusted training partner for hundreds of leading brands, from over 30 countries. For more than 30 years they’ve trained over 100,000 delegates, helping them improve their marketing performance, from their first steps on the career ladder to...
Martin is an experienced digital marketer with huge enthusiasm for the industry. The course opened a new thinking towards dealing with the right and wrong types of customers.