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Course Information

Customer Retention Masterclass Course Outline

Module 1: Fundamentals

  • Introduction to Customer
  • Customer Retention and ‘Loyalty’
  • Importance of Customer Retention
  • Why Retention Needs Improvement
  • Finding New Customers Procedure

Module 2: Retention Strategy

Module 3: Optimise User Experience by Removing Friction in the Customer Journey

  • Analytics Review of Digital Channels
  • Customer Journey Mapping
  • Full Site and App Functional Audit
  • Techniques of Measure and Evaluate Customer Retention and Loyalty

Module 4: Data Collection

  • Importance of Data Collection
  • How to Use Data to Customise/Personalise Website, Contact Centre and Retail Interactions?
  • Benefits of Knowing Your Customers

Module 5: Developing Contact Strategy for Customer Retention

  • Building a Successful Contact Strategy
  • Segment Customer Base by Value and Engagement

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Prerequisites

In this Customer Retention Masterclass training, there are no formal prerequisites.

Audience

This Customer Retention Masterclass training is specifically designed for those who are relatively new to customer retention as part of their job or where the company has expanded steadily by attracting customers.

Customer Retention Masterclass Course Overview

Customer Retention applies to the practices and actions that businesses and organisations pursue to overcome the amount of company defections. Consumer Retention plans to help businesses to maintain as many customers as possible, mostly through customer and brand loyalty initiatives and it's essential to remember that customer retention starts with a customer's first contact with a company and continues during the relationship's entire lifetime.

In this 1-day training, delegates will gain knowledge of the basic concepts of Customer Retention and its importance. Delegates will understand the different techniques of measuring and evaluating customer retention. They will also attain the experience of finding new customers procedures.

This training will cover various concepts, such as:

  • Customer retention and ‘loyalty.’
  • Full site and app functional audit
  • Why retention needs improvement?
  • Benefits of knowing your customers
  • Importance of data collection
  • How to develop a contact strategy for customer retention?

At the end of this training, delegates will also understand how to use data to customise/personalise the website, contact centre and retail interactions. Delegates will also understand the analytics review of digital channels.

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  • Delegate pack consisting of course notes and exercises
  • Manual
  • Experienced Instructor

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Why choose us

Ways to take this course

Our easy to use Virtual platform allows you to sit the course from home with a live instructor. You will follow the same schedule as the classroom course, and will be able to interact with the trainer and other delegates.

Our fully interactive online training platform is compatible across all devices and can be accessed from anywhere, at any time. All our online courses come with a standard 90 days access that can be extended upon request. Our expert trainers are constantly on hand to help you with any questions which may arise.

This is our most popular style of learning. We run courses in 1200 locations, across 200 countries in one of our hand-picked training venues, providing the all important ‘human touch’ which may be missed in other learning styles.

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Highly experienced trainers

All our trainers are highly qualified, have 10+ years of real-world experience and will provide you with an engaging learning experience.

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State of the art training venues

We only use the highest standard of learning facilities to make sure your experience is as comfortable and distraction-free as possible

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Small class sizes

We limit our class sizes to promote better discussion and ensuring everyone has a personalized experience

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Great value for money

Get more bang for your buck! If you find your chosen course cheaper elsewhere, we’ll match it!

This is the same great training as our classroom learning but carried out at your own business premises. This is the perfect option for larger scale training requirements and means less time away from the office.

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Tailored learning experience

Our courses can be adapted to meet your individual project or business requirements regardless of scope.

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Maximise your training budget

Cut unnecessary costs and focus your entire budget on what really matters, the training.

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Team building opportunity

This gives your team a great opportunity to come together, bond, and discuss, which you may not get in a standard classroom setting.

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Monitor employees progress

Keep track of your employees’ progression and performance in your own workspace.

What our customers are saying

Frequently asked questions

FAQ's

Customer Retention applies to the practices and actions that businesses and organisations pursue to overcome the amount of company defections.
In this Customer Retention Masterclass training, there are no formal prerequisites.
This Customer Retention Masterclass training is specifically designed for those who are relatively new to customer retention as part of their job or where the company has expanded steadily by attracting customers.
The following are the benefits: • Customer retention and ‘loyalty.’ • Full site and app functional audit • Why retention needs improvement? • Importance of data collection • develop a contact strategy for customer retention
Delegate pack consisting of course notes and exercises, Manual, Experienced Instructor, and Refreshments
This course is 1 day.
Once your booking has been placed and confirmed, you will receive an email which contains your course location, course overview, pre-course reading material (if required), course agenda and payment receipts
The price for Customer Retention Masterclass certification in the United Kingdom starts from £795
The Knowledge Academy is the Leading global training provider in the world for Customer Retention Masterclass.

Why choose us

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Best price in the industry

You won't find better value in the marketplace. If you do find a lower price, we will beat it.

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Many delivery methods

Flexible delivery methods are available depending on your learning style.

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High quality resources

Resources are included for a comprehensive learning experience.

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"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"

Joshua Davies, Thames Water

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"...the trainer for this course was excellent. I would definitely recommend (and already have) this course to others."

Diane Gray, Shell

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