Customer Retention Strategies

INTRODUCTION

Customer retention is a proactive strategy for retaining existing customers. Customer retention is tough to describe precisely because it is a fluid process. A simple description might be “customer retention is the process through which consumers continue to buy items and services within a specified time period.” This description, however, does not apply to the majority of high-end and low-purchase frequency items since not every product is purchased by the client. In this course you will learn various strategies for customer retention.

COURSE METHODOLOGY

This course is designed in the form of workshop which will includes a variety of learning tools to help participants function effectively and efficiently in a multifunctional environment through various methodologies including;

• Short lectures
• Brainstorming
• Case studies
• Group activities
• Role playing

COURSE OBJECTIVES

The attendees of this Certificate Program will be able to:

• Describe the Factors Influencing Customer Loyalty.
• Explain the concepts of attrition and silent attrition.
• Explain the Different Customer Retention Strategies
• Explain the Factors Influencing Customer Retention
• Explain Customer Retention Methods and Tools
• Explain the Retention Management Principles.
• Learn what is Customer Lifetime Value? (CLV)
• Explain the Importance of Customer Relationships
• Explain How You Use Strategic CRM to Increase Retention
• Dispel the Customer Retention Myths.

WHO SHOULD ATTEND THIS COURSE?

• CRM professional
• Executives
• Decision makers
• Sales managers
• Business partners
• Managers
• Heads of departments
• Marketing professionals
• Customer service professionals
• Anyone who is seeking improvement in skills for enhanced performance and career development

TARGETED SKILLS

• Building trust based relationships
• Influencing others
• Listening
• Interpersonal communication
• Creative thinking and problem solving
• Presenting ideas
• Building convincing business cases
• Thinking win / win
• Influencing others
• Seeking input and different perspectives
• Market analysis
• Customer orientation
• Conceptual thinking
• Balanced decision making
• Quality orientation
• Understanding of prospects’ motivation
• Persuading others
• Proactive thinking