Customer Retention & CRM Program

Course Overview

This program assists you in developing your own Customer Retention and Customer Relationship Marketing initiatives that will generate more loyalty and increase profitability with your existing clients & customers.   It examines your current processes and systems and covers the steps required to establish and maintain a customer-centric organisation.

Recommended For

  Company executives, directors & managers; business owners; sales, marketing and HR managers; customer service & sales reps – virtually any person in an organisation who has direct or indirect contact with customers and can impact the most valuable asset a company has - its customers!

Content

  • An overview and benefits of relationship marketing

  • 12 elements of retention & Why it is so important to retain customers
  • Evaluating your current culture, resources and initiatives and identifying the gaps
  • What customer relationship management is and how building long-term relationships between your company and your clients is the key to business profitability
  • Defining your company’s Loyalty Objectives, Inhibitors and Priorities

  • Focusing on employee relations, motivation and incentives and establishing in-house programs

  • Identifying and creating a profile of your Most Valuable Customers as well as your  unprofitable or costly customers

  • Four key steps to implementing a 1-to1 marketing program and how your company will:

        -    identify its customers,

        -    differentiate them from one another,

        -    interact with them, and

        -    customise some aspect of its product or service to meet your customer’s individual needs

  • Establishing retention strategies and ideas to implement immediately, and developing plans for long-term strategies

Key Outcomes

  • A renewed focus on retaining customers rather than on just ‘making the sale’
  • An understanding of how to create processes and strategies for a customer-centric organisation
  • Increased customer lifetime value
  • Increased business profitability
  • Ideas for retaining customers that can be implemented immediately
  • Knowledge on how to develop long-term loyalty, CRM and incentive programs

For more information on Course Content click here.