Client retention: strategies, influence, continuous improvement for lasting relationships.
| Date | Venue | Duration | |
|---|---|---|---|
| 09 - 11 July 2025 | Sandton | 3 Days | Register Now |
| 03 - 05 September 2025 | Sandton | 3 Days | Register Now |
| 24 - 26 November 2025 | Sandton | 3 Days | Register Now |
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.
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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 Prospen Africa Client Management Strategies for Retention and Growth 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.
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
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
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.
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
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
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
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
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
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
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
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
Discover how our courses enhance professionals’ effectiveness in their workplaces.
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