Client Management Strategies for Retention & Growth

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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.

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  • COURSE TYPE Practitioner
  • DURATION 3 days


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).


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

Commanding attention

Why being ethical matters

Module 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

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

  • Live, Online

  • Private Team Training

  • Indiviual Private Session

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