Client Management Strategies for Retention & Growth Training Course
INTRODUCTION
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 company s 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.
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
Senior Managers needed to develop their skills in client management and communication
COURSE OUTLINE
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
IN-HOUSE TRAINING
LPC Training is capable of conducting this training programme exclusively for your delegates. Please e-mail us on admin@lpcentre.com for further information and/or to receive a comprehensive proposal.
www.lpcentre.com
DOCUMENTATION
High-Quality material has been prepared by the LPC team for distribution to delegates. In addition, a special note pad to facilitate note-taking will be provided.
CERTIFICATES
Accredited Certificate of completion will be issued to those who attend & successfully complete the programme.
SCHEDULE
Our Course timings commence at 09:00AM12:45PM Or 01:00PM - 05:00PM.
REGISTRATION & PAYMENT
Please complete the registration form on the course page & return it to us indicating your preferred mode of payment. For Further Information, please get in touch with us.
CANCELLATION AND REFUND POLICY
Delegates have 14 days from the date of booking to cancel and receive a full refund or transfer to another date free of charge. If less than 14 days notice is given then we will be unable to refund or cancel the booking unless on medical grounds. For more details about the Cancellation and Refund policy, please visit www.lpcentre.com/terms-and-conditions/
TRAVEL AND TRANSPORT
We are committed to picking up and dropping off the participants from the airport to the hotel and back.
