Code Date Venue Fees
CS003 10 - 14 Dec 2017 Dubai - UAE $4,500 Register
CS003 16 - 20 Dec 2018 Dubai - UAE $4,750 Register
Home » Seminars » Customer Service » Client Management Strategies for Retention & Growth

Introduction

The rationale for this training seminar centres around putting the client first in everything you do. In an increasingly competitive world, retaining clients is smart business. 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.

Clients expect their suppliers to become trusted advisers. This training seminar 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. This training seminar will also introduce you to our unique ‘Client Management Model’ which has been designed to suit the specific needs of organisations in the Middle East, Europe and Africa (EMEA).

This training seminar will highlight:

  • An effective client management model
  • How to retain clients
  • Steps necessary to retain your clients
  • What to do (and what not to do) when a client leaves
  • Cross-cultural communication and why it matters

Objectives

At the end of this training seminar, you will learn to:

  • 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

Training Methodology

Participants to this training seminar will receive a thorough training on the subjects covered by the seminar outline with the instructor utilising a variety of proven adult learning teaching and facilitation techniques. Training methodology includes individual and group activities will intersperse the sessions. DVD presentations will highlight the major teaching features. A variety of practical sessions and role plays and group interaction are programmed into this training seminar.

Organisational Impact

  • Developing a culture of client orientation
  • Growth of client satisfaction and loyalty
  • Promotion of growth
  • Staff who understand the importance and value of reviewing the client base
  • An increased commitment to innovation and continual improvement

Personal Impact

  • Develop practical skills that will enhance your career
  • Ability to understand yourself and others better
  • Develop your critical thinking skills
  • Thoughtful analysis of the challenges faced in managing clients
  • Increased understanding of essential client management issues

Who Should Attend?

This training seminar is suitable to a wide range of professionals but will greatly benefit:

  • Any manager responsible for client management and/or customer retention
  • Project managers and engineers
  • Anyone working in customer service type roles
  • Marketing and sales staff
  • Internal consultants (marketing, finance, IT, HR, strategy)
  • Senior Managers needed to develop their skills in client management and communication

Seminar 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
  • Seven steps in problem-solving
  • Mistake-proofing - Poka-Yoke
  • The Kaizen Method
  • Why innovation matters

Accreditation

  • Quality Logo

In Association With

Oxford Management Centre

Oxford Management Centre

A GLOMACS - Oxford Management Centre collaboration aimed at providing the best training services and benefits to our valued clients

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Client Management Strategies
for Retention & Growth


Upcoming Dates

Code Date Venue Fees
CS003 10 - 14 Dec 2017 Dubai - UAE $4,500
CS003 16 - 20 Dec 2018 Dubai - UAE $4,750

Introduction

The rationale for this training seminar centres around putting the client first in everything you do. In an increasingly competitive world, retaining clients is smart business. 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.

Clients expect their suppliers to become trusted advisers. This training seminar 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. This training seminar will also introduce you to our unique ‘Client Management Model’ which has been designed to suit the specific needs of organisations in the Middle East, Europe and Africa (EMEA).

This training seminar will highlight:

  • An effective client management model
  • How to retain clients
  • Steps necessary to retain your clients
  • What to do (and what not to do) when a client leaves
  • Cross-cultural communication and why it matters

Objectives

At the end of this training seminar, you will learn to:

  • 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

Training Methodology

Participants to this training seminar will receive a thorough training on the subjects covered by the seminar outline with the instructor utilising a variety of proven adult learning teaching and facilitation techniques. Training methodology includes individual and group activities will intersperse the sessions. DVD presentations will highlight the major teaching features. A variety of practical sessions and role plays and group interaction are programmed into this training seminar.

Organisational Impact

  • Developing a culture of client orientation
  • Growth of client satisfaction and loyalty
  • Promotion of growth
  • Staff who understand the importance and value of reviewing the client base
  • An increased commitment to innovation and continual improvement

Personal Impact

  • Develop practical skills that will enhance your career
  • Ability to understand yourself and others better
  • Develop your critical thinking skills
  • Thoughtful analysis of the challenges faced in managing clients
  • Increased understanding of essential client management issues

Who Should Attend?

This training seminar is suitable to a wide range of professionals but will greatly benefit:

  • Any manager responsible for client management and/or customer retention
  • Project managers and engineers
  • Anyone working in customer service type roles
  • Marketing and sales staff
  • Internal consultants (marketing, finance, IT, HR, strategy)
  • Senior Managers needed to develop their skills in client management and communication

SEMINAR 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
  • Seven steps in problem-solving
  • Mistake-proofing - Poka-Yoke
  • The Kaizen Method
  • Why innovation matters

Quality Logo

GLOMACS is registered with NASBA as a sponsor of Continuing Professional Education (CPE) on the National Registry of CPE Sponsors. NASBA have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be submitted to the National Registry of CPE Sponsors through its website: www.learningmarket.org.

 

All Training Seminars delivered by GLOMACS by default are eligible for CPE Credit.



© 2017. Material published by GLOMACS shown here is copyrighted.
All rights reserved. Any unauthorized copying, distribution, use, dissemination, downloading, storing (in any medium), transmission, reproduction or reliance in whole or any part of this course outline is prohibited and will constitute an infringement of copyright.

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P.O. Box 74653, Dubai, United Arab Emirates
Tel : +971 - 04 - 425 0700, Fax : +971 (04) 425 0701, Email : info@glomacs.ae

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