In the world of business, customer centricity has long been considered a desirable quality. However, in today’s environment—where switching suppliers is effortless and customer experiences are instantly shared worldwide—it has become a mission-critical necessity.
In an increasingly competitive and socially connected marketplace, retaining clients is simply smart business. Research shows it can cost up to five times more to acquire a new customer than to keep an existing one. Furthermore, the experiences—whether excellent or poor—that you provide to current customers are now more influential than ever due to the power of social media. This makes it essential to have a strong client management strategy for retention and growth, as clients now expect their suppliers to act as trusted advisers.
This training course demonstrates how placing the client ahead of services can significantly improve retention rates—and ultimately profits. It highlights the importance of having highly engaged employees and adopting the best marketing and business development practices in a competitive, fast-changing environment. The training course also introduces our unique Client Management Model, tailored specifically to the needs of organisations across Europe, the Middle East, and Africa (EMEA).
This The Energy Training Centre training course will highlight:
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The Economic Case for Client Retention
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The Reputational Case for Client Retention
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Proven Tools and Techniques for “Locking-in” Client Loyalty
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Establishing and Maintaining a Multi-channel Dialogue with Clients
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Cross-cultural Communication and its Importance
By the end of this The Energy Training Centre training course, participants will be able to:
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Understand, create, and communicate a compelling “Whole-Business” argument for client retention
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Apply effective segmentation techniques to deliver tailored offers and services that foster loyalty
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Use proven tools and techniques to monitor, control, and continually improve offerings
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Develop a consistent “common voice” across platforms to encourage dialogue
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Understand client personalities, psychological drivers, and how to create lasting value
Participants in this The Energy Training Centre Client Management Strategies for Retention & Growth seminar will receive in-depth training through proven adult learning techniques. The approach includes a mix of individual and group activities, video presentations, role plays, case studies, and interactive discussions. Practical application will be emphasised to ensure knowledge is both retained and applied in the workplace.
Organisations can expect the following benefits from participants attending this course:
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A “whole business” understanding of the critical role of customer loyalty and retention
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Access to systems, tools, and proven processes for engaging current clients effectively
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A clear strategy for sustainable growth through retention, expansion, and client referrals
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A unified corporate “voice” that strengthens brand identity in the marketplace
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Teams with a deeper appreciation for reviewing and developing the client base
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Greater commitment to innovation and continual improvement
Participants will personally benefit by gaining or enhancing the following:
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Skills and experience in effective client management and retention
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Insights into human behaviours and why clients act as they do
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The ability to make compelling, well-reasoned business cases to senior management
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A central role in their organisation’s growth strategy
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Knowledge of new marketing methods, particularly social and web-based tools
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A deeper understanding of themselves, colleagues, and enhanced critical thinking skills
This Client Management Strategies for Retention & Growth training course would be of great benefit to any member of staff who has to work and get along with others, and some personnel would gain very clear benefits from attending.
This training course is a suitably wide range of professionals but will significantly benefit:
- Project Managers
- Project Engineers
- Marketing and Sales Staff
- Marketing Internal Consultant
- Finance Internal Consultant
- IT Internal Consultant
- Human Resource Internal Consultant
- Strategist Internal Consultant
- Anyone working in Customer Service type roles
- Any Manager responsible for Client Management and/or Customer Retention
- Senior Managers needed to develop their skills in Client Management and Communication
Day One: The Business Case for Client Retention: “Friends come and go, but enemies accumulate”
- The Economic Case for Client Loyalty
- The Business Reputation Case for Client Loyalty
- Inside the Mind of the Client – What is loyalty?
- Inside the Mind of the Client – How to harness the power of “Status Quo”
- Quality and Value – What they really are and how to create them
Day Two: Understanding the Client: Know him/her better than he/she knows himself/herself
- Market Segmentation Strategies
- Account Development Strategies
- Client Personas
- Client Personalities
- Creating Bespoke: Compelling Propositions
- Behavioural Economics: Why they do the things they do
Day Three: The Psychology of Influence: How to develop an authoritative “voice”?
- Reciprocity, Commitment and Consistency
- Establishing Credibility – Becoming a Trustworthy Expert
- Using Social Proof and Liking
- Building Authority and Why it matters
- Commanding Attention
- Rapport: The glue that binds us together
Day Four: Communicating your Value: How to get the message out?
- Understanding Human Communications
- Barriers to Communication
- The Power of Emotion, Metaphors, Feelings and Stories
- How to be Compelling
- Matching the Message to the Medium
- Developing a Coherent Social Media Strategy for Client Retention
- eRelationships: How to Engage and Dialogue with Clients Online
Day Five: Continual Improvement and Action Planning: Do it right today and even better tomorrow
- Developing Compelling Propositions
- The Tools and Methods of Continuous Improvement
- When it All Goes Wrong – Tools for Problem-solving
- Being Creative and Innovating
- Developing the Plan
- Segmentation Recap
- Proposition Building Recap
- “My first steps will be…”
