15 - 19 Dec 2019, Dubai

CLIENT MANAGEMENT STRATEGIES FOR RETENTION & GROWTHCommunication, Influence, Continuous Improvement and Customer Service

13 - 17 Dec 2020, Dubai

INTRODUCTION

The rationale for this training seminar centres 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

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 training seminar will

also introduce you to our unique ‘Client Management Model’ which

has been designed to suit the specific needs of organisations in the

Middle East, Europe and Africa (EMEA).

This GLOMACS 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 GLOMACS 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 training seminar will receive a thorough training on

the subjects covered by the seminar outline with the instructor utilising

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.

ORGANISATIONAL 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 GLOMACS 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

GLOMACS Training and Consultancy

CLIENT MANAGEMENT STRATEGIES FOR RETENTION & GROWTHCommunication, Influence, Continuous Improvement and Customer Service

SEMINAR OUTLINE

DAY 1

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

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?

Client Management Strategies for Retention & Growth

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REGISTRATION DETAILS

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AUTHORISATION DETAILS

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PAYMENT DETAILS

q Please invoice my company q Cheque payable to GLOMACSq Please invoice me

CERTIFICATION

Successful participants will receive GLOMACS’ Certificate of Completion

P.O. Box 74653 Dubai, U.A.E.T: +971 (04) 425 0700 | F: +971 (04) 425 0701E: info@glomacs.com | W: www.glomacs.com

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Code Date Venue FeesCS003 15 - 19 Dec 2019 Dubai - UAE $4,950

CS003 13 - 17 Dec 2020 Dubai - UAE $4,950

4 WAYS TO REGISTER

Tel: +971 (04) 425 0700 Fax: +971 (04) 425 0701Email: info@glomacs.comWebsite: www.glomacs.com

TERMS AND CONDITIONS

• Fees – Each fee is inclusive of Documentation, Lunch and refreshments served during the entire seminar.

• Mode of Payment – The delegate has the option to pay the course fee directly or request to send an invoice to his/her company/sponsor. Credit card and cheque payments are both acceptable.

• Cancellation / Substitution – Request for seminar cancellation must be made in writing & received three (3) weeks prior to the seminar date. A US$ 250.00 processing fee will be charged per delegate for each cancellation. Thereafter, we regret that we are unable to refund any fees due, although in such cases we would be happy to welcome a colleague who would substitute for you.

• Hotel Accommodation – is not included in the course fee. A reduced corporate rate and a limited number of rooms may be available for attendees wishing to stay at the hotel venue. Requests for hotel reservations should be made at least three (3) weeks prior to the commencement of the seminar. All hotel accommodation is strictly subject to availability and terms and conditions imposed by the hotel will apply.

• Attendance Certificate – a certificate of attendance will only be awarded to those delegates who successfully completed/attended the entire seminar including the awarding of applicable Continuing Professional Education Units/Hours.

• Force Majeure – any circumstances beyond the control of the Company may necessitate postponement, change of seminar venue or substitution of assigned Instructor. The Company reserves the right to exercise this clause and implement such amendments.

• Fair Access / Equal Opportunities – In the provision of its services as a world-class Training Provider, the Company is committed to provide fair access / equal opportunities throughout the delivery of its courses and assessment leading to the completion of training seminars, or 3rd party qualifications/certifications.

CLIENT MANAGEMENT STRATEGIES FOR RETENTION & GROWTHCommunication, Influence, Continuous Improvement and Customer Service