INTRODUCTION
The rationale for this Client Management Strategies for Retention & Growth 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 Client Management Strategies for Retention & Growth 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 Customer Service 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
PROGRAM OBJECTIVES
- 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
WHO SHOULD ATTEND?
- 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
PROGRAM OUTLINE
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
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?
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?
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
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?
Permintaan Brosur penawaran Training
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Cs1 : +62812 2554 2418
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