Acquiring new customers costs significantly more than keeping existing ones. This course shows marketing, sales and service professionals how to use customer relationship management strategies, data and technology to improve retention, increase customer lifetime value and deliver more personalised experiences. Participants learn customer segmentation, lifecycle marketing, loyalty design, churn analysis, CRM system use and measurement of customer value, and they develop a retention strategy for their own organisation.
Download the full standard outline: why attend, methodology, objectives, audience, competencies, the daily outline and current plans.
Many organisations invest in CRM software without changing how they manage customer relationships. This course focuses on the strategy, processes and analytics that make CRM effective, helping you keep valuable customers longer and grow revenue from your existing base.
The programme explores practical approaches to the following challenges. Results depend on how the learning is applied in your organisation.
The programme uses case studies, segmentation and churn analysis exercises, customer journey workshops, CRM demonstrations and development of a retention plan.
By the end of this course, participants will be able to:
This course is suitable for:
Participants will develop competencies in:
A focused, practical outline with time to explore, apply and reflect.
The timings provided are estimates and may vary depending on the number of participants and the discussions taking place during the sessions. They are indicative only and do not constitute a binding commitment.
Confirmed dates accept registration requests. Tentative dates are enquiry only.
Our classroom programmes combine facilitated discussion, case studies, exercises and reflection. The precise format will be confirmed before enrolment.
Yes, you can enquire about a tailored programme. Share your goals, group size and preferred dates with our learning team.
Participants who complete the programme receive a Smart Horizon certificate of attendance. Smart Horizon programmes are not externally accredited and do not award a professional qualification, licence or designation. Where a course title or outline refers to a professional certification (for example, AACE International's Certified Cost Professional), the programme supports learning and preparation only; the credential itself is awarded solely by the relevant professional body under its own application and examination requirements.
Please confirm the session, exact venue, accessibility arrangements, fees and any visa requirements with the team before arranging travel. Tentative dates are not confirmed sessions.
