Client Management Strategies for Retention & Growth

Course Info

Length: 1 Week

City: Kuala Lumpur

Type: In Classroom

Available Dates

  • July-08-2024

    Kuala Lumpur

  • Aug-12-2024

    Kuala Lumpur

  • Sep-09-2024

    Kuala Lumpur

  • Oct-14-2024

    Kuala Lumpur

  • Nov-11-2024

    Kuala Lumpur

  • Dec-09-2024

    Kuala Lumpur

Dates in Other Venues

  • July-01-2024

    London

  • July-01-2024

    Amsterdam

  • July-08-2024

    Istanbul

  • July-15-2024

    Singapore

  • July-15-2024

    Paris

  • July-22-2024

    Barcelona

  • July-22-2024

    London

  • July-29-2024

    Amsterdam

  • July-29-2024

    Dubai

  • Aug-05-2024

    Amsterdam

  • Aug-05-2024

    London

  • Aug-12-2024

    Istanbul

  • Aug-19-2024

    Paris

  • Aug-19-2024

    Singapore

  • Aug-26-2024

    Dubai

  • Aug-26-2024

    Barcelona

  • Sep-02-2024

    London

  • Sep-02-2024

    Amsterdam

  • Sep-09-2024

    Istanbul

  • Sep-16-2024

    Paris

  • Sep-16-2024

    Singapore

  • Sep-23-2024

    Barcelona

  • Sep-23-2024

    London

  • Sep-30-2024

    Dubai

  • Sep-30-2024

    Amsterdam

  • Oct-07-2024

    London

  • Oct-07-2024

    Amsterdam

  • Oct-14-2024

    Istanbul

  • Oct-21-2024

    Singapore

  • Oct-21-2024

    Paris

  • Oct-28-2024

    Barcelona

  • Oct-28-2024

    Dubai

  • Nov-04-2024

    London

  • Nov-04-2024

    Amsterdam

  • Nov-11-2024

    Istanbul

  • Nov-18-2024

    Paris

  • Nov-18-2024

    Singapore

  • Nov-25-2024

    Dubai

  • Nov-25-2024

    Barcelona

  • Dec-02-2024

    London

  • Dec-02-2024

    Amsterdam

  • Dec-09-2024

    Istanbul

  • Dec-16-2024

    Singapore

  • Dec-16-2024

    Paris

  • Dec-23-2024

    London

  • Dec-23-2024

    Barcelona

  • Dec-30-2024

    Dubai

  • Dec-30-2024

    Amsterdam

Course Details

Course Outline

5 days course

 

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
  • The steps in problem-solving
  • Mistake-proofing 
  • Why innovation matters

Course Video