ProspenAfrica | Training and Consulting Services Provider

Client Management Strategies for Retention and Growth

How to Drive Profitability in the Social Age

5 Day Training

Dates: 02 – 06 September 2024
Locations: Johannesburg, South Africa
Platform: Available In-Class / Online

Price: Available on Request

Course Introduction

It has been estimated that it costs five times as much to get a new customer as it does to retain an existing one. The Internet has provided customers with a plethora of comparison and switch tools that make retaining these important, profitable customers more difficult than ever before.

Clients expect their suppliers to become trusted advisers. This 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. This training course will also introduce you to our unique ‘Client Management Model’ which has been designed to suit the specific needs of organizations in Africa.

Course Objectives

At the end of this Client Management Strategies for Retention & Growth training course, you will learn to:

  • 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

Who should attend?

The Client Management Strategies for Retention & Growth training course is suitable for a wide range of professionals but will greatly benefit:

  • 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 needing to develop their skills in Client Management and Communication

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Training Methodology

Our diverse instructional approaches ensure effective learning:

– Lectures & Presentations: Engage with expert-driven, stimulating content.
– Course Material: Access well-crafted supporting resources.
– Group Work: Collaborate on discussions and case studies for practical insights.
– Workshops & Role-Play: Participate in immersive, scenario-based activities.
– Practical Application: Focus on applying theoretical knowledge in real situations.
– Post-Training Support: Receive extensive support after training for skill implementation.

Training Outline

  1. The True Cost of Client Churn

  • Understanding Client Churn

    • Definition and Types of Churn

    • Measuring Churn Rates

    • Identifying Warning Signs of Potential Churn

  • Financial Implications

    • Calculating the Cost of Losing a Client

    • Impact on Revenue and Profit Margins

  • Case Studies

    • Real-life Examples of Churn and Its Impact

    • Lessons Learned from High Churn Industries

  1. How to Become a Client-Focused Organisation?

  • Client-Centric Culture

    • Building a Culture of Client Focus

    • Empowering Employees to Serve Clients Better

  • Client Segmentation and Personalization

    • Identifying Key Client Segments

    • Customizing Services and Interactions

  • Client Feedback Mechanisms

    • Collecting and Analysing Client Feedback

    • Implementing Feedback for Improvement

  1. How to Understand and Use the Client Portfolio?

  • Client Portfolio Analysis

    • Assessing the Value of Each Client

    • Risk and Opportunity Assessment

  • Client Relationship Management (CRM) Tools

    • Leveraging Technology for Client Management

    • Best Practices in CRM Implementation

  • Strategic Client Planning

    • Developing Client Account Plans

    • Aligning Client Needs with Business Goals

  1. How to Create Genuine, Compelling, and Lasting Value for Clients?

  • Value Proposition Development

    • Identifying Unique Selling Points

    • Communicating Value Effectively

  • Client Engagement Strategies

    • Building Trust and Long-Term Relationships

    • Delivering Consistent Value

  • Innovative Solutions

    • Tailoring Solutions to Client Needs

    • Continuous Innovation and Adaptation

  1. The Psychology of Influence and Persuasion and How to be Authoritative

  • Principles of Influence

    • Understanding Social Proof, Reciprocity, and Scarcity

    • Applying These Principles in Client Interactions

  • Building Authority

    • Establishing Credibility and Expertise

    • Using Authority to Influence Client Decisions

  • Persuasive Communication Techniques

    • Effective Communication Strategies

    • Overcoming Resistance and Objections

  1. World-Class Communication Skills

  • Effective Communication Techniques

    • Active Listening and Empathy

    • Clear and Concise Messaging

  • Client Communication Channels

    • Choosing the Right Channel for Different Messages

    • Digital Communication Best Practices

  • Handling Difficult Conversations

    • Conflict Resolution and Negotiation

    • Maintaining Professionalism Under Pressure

  1. Using Social Media to Dialogue with Clients

  • Social Media Strategy

    • Developing a Comprehensive Social Media Plan

    • Identifying the Right Platforms for Your Audience

  • Engagement and Interaction

    • Creating Engaging Content

    • Responding to Client Queries and Feedback

  • Monitoring and Analytics

    • Tracking Social Media Metrics

    • Using Data to Improve Social Media Efforts

  1. Implementing a Kaizen System for Continuous Improvement

  • Kaizen Principles

    • Understanding the Philosophy of Continuous Improvement

    • Key Concepts and Tools of Kaizen

  • Implementing Kaizen in Client Management

    • Identifying Areas for Improvement

    • Involving Employees in Improvement Initiatives

  • Measuring Success

    • Setting Benchmarks and KPIs

    • Continuous Monitoring and Adjustment

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