Course description
It has been estimated that estimated that it costs five times more to get a new customer than to retain an existing one. It is essential that you have a client management strategy for retention & growth.
Customer retention is a companies ability to turn buyers into repeat customers, preventing them from buying from a competitor. Long term customers are crucial for almost every type of business. From e-commerce retailers, where you want to keep existing customers engaged with your brand, to subscription-based companies where the number of retained customers you have directly impacts whether your business sinks or swims.
The rationale for this course centres around putting the client first in everything you do. In an increasingly competitive world, retaining clients is smart business.
Client Management Strategies for Retention & Growth Training Course shows how putting the client rather than services first can yield improved results in terms of client retention. It stresses the importance of having highly engaged employees and applying best marketing and business development practices in a highly competitive and dynamic marketplace.
Upcoming start dates
Upcoming start dates
Suitability - Who should attend?
Client Management Strategies for Retention & Growth Training Course, is Ideal for:
- Any manager responsible for client management and/or customer retention
- Project managers and engineers
- Anyone working in customer service type roles
- Marketing and sales staff
- Internal consultants (marketing, finance, IT, HR, strategy)
- Senior Managers needed to develop their skills in client management and communication
Outcome / Qualification etc.
At the end of the Client Management Strategies for Retention & Growth Training Course, you will be able to:
- Understand, create and communicate a compelling “Whole-Business” argument for the crucial importance of client retention
- Describe the client management model
- Discuss the reasons for clients leaving
- Apply continual improvement strategies to increase customer retention
- Differentiate between the ways to best influence others
- Design a strategy for client retention and growth
- Learn correct segmentation techniques to provide tailored offers and services to delight Clients and foster loyalty
- Learn to apply proven tools and techniques to control, monitor and constantly improve your offerings
- Learn to develop a “Common voice” (across all platforms) to encourage and foster dialogue
- Understand the Client’s personality and psychological drivers and how to create lasting value
Training Course Content
Day 1
The Challenges Faced in Managing Clients
- Clients first - is the customer ‘always right’
- Becoming a client focused organisation
- The true cost of losing a client
- Understand your existing client focused organisational culture
- The client/management needs dilemma
- Introducing the client management model
Day 2
Understanding and Retaining Your Clients
- How clients buy professional services
- Understanding your client portfolio
- Why clients leave?
- Customer satisfaction and loyalty
- Steps necessary to retain your clients
- What to do (and what not to do) when a client leaves
Day 3
The Psychology of Influence
- Reciprocity, commitment and consistency
- Establishing credibility – becoming a trustworthy expert
- Using social proof and liking
- Establishing authority and why it matters
- Commanding attention
- Why being ethical matters
Day 4
Communication Skills Using the Power of Psychology
- Understanding communication
- Barriers to communication
- Engaging emotion – feelings, stories and metaphors
- The limitations of PowerPoint
- Cross-cultural understanding – why it matters
- Using social media effectively
Day 5
The Importance of Continuous Improvement and Innovation for Client Retention
- The Tools of Continuous Improvement
- Identifying causes of problems and potential solutions
- The steps in problem-solving
- Mistake-proofing
- Why innovation matters
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London Premier Centre
London Premier Centre is a UK leading training provider based in London and specialises in international short courses. Our inspiring, comprehensive portfolio of more than 400 professional development courses and seminars covers a wide range of professions from Administration, Leadership,...