Client Management Strategies for Retention & Growth
Enhance your Professional Brand and Maximize Opportunities for your Organization!
Learn proven practices for building stable, mutually beneficial and profitable client relationships. The rationale for this training centers around putting the client first in everything you do.
Understand your client’s objectives and your strategic approach for achieving them. Build fluency in connecting your company’s capabilities to the vital needs of your client. Enhance your professional esteem, while setting a course for your client and your firm that minimizes conflict and maximizes value.
- COURSE TYPE Practitioner
- COURSE NUMBER
- DURATION 3 days
- COURSE ACCREDITED BY ISMM
YOU WILL LEARN HOW TO
It has been 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.
The hands-on workshop format focuses on practical relevance that includes extensive class discussion, real-life examples, and team projects. The skills learned will help manage internal as well as external clients.
This training seminar shows how putting the client rather than services first can yield improved results regarding client retention.
This training seminar will also introduce you to our unique ‘Client Management Model’ which has been designed to suit the specific needs of organizations in the Middle East, Europe and Africa (EMEA).
IMPORTANT COURSE INFORMATION
Upon completing the course, participants will be awarded Strategic Axis certificate endorsed by ISMM – Institute of Sales & Marketing Management.
Module 1: The Challenges Faced in Managing Clients
Clients first – is the customer ‘always right.’
Becoming a client-focused organization
The actual cost of losing a client
Understand your existing client focused organizational culture
The client/management needs dilemma
Introducing the client management model
Module 2: Understanding and Retaining your Clients
How clients buy professional services
Understanding your client portfolio
Why do clients leave?
Customer satisfaction and loyalty
Steps necessary to retain your clients
What to do (and what not to do) when a client leaves
Module 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
Why being ethical matters
Module 4: Communication Skills Using the Power of Psychology
Barriers to communication
Engaging emotion – feelings, stories, and metaphors
The limitations of PowerPoint
Cross-cultural understanding – why it matters
Using social media effectively
Module 5: The Importance of Continuous Improvement and Innovation for Client Retention
The Tools of Continuous Improvement
Identifying causes of problems and potential solutions
Seven steps in problem-solving
Mistake-proofing – Poka-Yoke
The Kaizen Method
Why innovation matters
In The Classroom
Private Team Training
Indiviual Private Session
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