Client Management Strategies for Retention and Growth

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Client Management Strategies for Retention and Growth Course
Introduction:
Studies indicate that the cost of acquiring a new customer is approximately five times higher compared to retaining an existing one. Consequently, it is imperative to develop a client management strategy that focuses on customer retention and growth.
Customer retention refers to a company's ability to cultivate repeat business by preventing customers from turning to competitors. Sustaining long-term customer relationships is vital across various industries. For instance, in e-commerce, it is crucial to keep existing customers engaged with the brand, while in subscription-based businesses, the number of retained customers directly affects the success or failure of the enterprise.
Course Objectives:
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
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
Course Outlines:
THE CHALLENGES FACED IN MANAGING CLIENTS
- Clients first - is the customer ‘always right’
- Becoming a client focused organization
- The true cost of losing a client
- Understand your existing client focused organizational culture
- The client/management needs dilemma
- Introducing the client management model
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
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
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
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