Client Management Strategies for Retention and Growth
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Client Management Strategies for Retention and Growth Course
Introduction:
Studies have shown that acquiring a new customer can cost up to five times more than retaining an existing one. Therefore, it is crucial for businesses to have a robust client management strategy focused on retention and growth.
Customer retention refers to a company's ability to transform buyers into loyal, repeat customers, effectively preventing them from turning to competitors. Regardless of the industry, long-term customers are invaluable. Whether you operate an e-commerce business striving to maintain customer engagement with your brand or a subscription-based company where the number of retained customers directly impacts your success, customer retention is key.
This training course emphasizes the importance of prioritizing the client in all aspects of your business. In today's highly competitive landscape, retaining clients is a strategic move that yields significant benefits. The Client Management Strategies for Retention & Growth Training Course demonstrates how placing the client's needs above all else can lead to improved client retention rates. It highlights the significance of highly engaged employees and the application of best marketing and business development practices within the dynamic and fiercely competitive marketplace.
By participating in this training course, you will gain insights into effective strategies for retaining and growing your client base. The course emphasizes the value of customer-centric approaches and the critical role of employee engagement in achieving long-term client satisfaction. Additionally, it explores best practices in marketing and business development, providing you with the tools and techniques needed to thrive in a competitive environment.
Join us in the Client Management Strategies for Retention & Growth Training Course to develop a client-focused mindset that drives improved business results. By prioritizing customer retention, engaging your employees, and implementing effective marketing and business development strategies, you will enhance your ability to succeed in today's dynamic marketplace.
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