• Describe the Client Management Model• Discuss the
• 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
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
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?
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