Client Management Strategies for Retention & Growth

Introduction

The rationale for this LAKESHORE ISL Client Management Strategies for Retention & Growth training seminar centers 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 LAKESHORE ISL 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 LAKESHORE ISL Customer Service 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).

This LAKESHORE ISL 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 LAKESHORE ISL 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 LAKESHORE ISL Client Management Strategies for Retention & Growth training seminar will receive a thorough training on the subjects covered by the seminar outline with the instructor utilizing 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.

Organizational 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 LAKESHORE ISL 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 Organization
• The True Cost of Losing a Client
• Understand your existing Client Focused Organizational 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