Customer Retention

2 Days

Description

Retain more customers by creating a sales process that satisfies your customers' needs and increases your sales team's productivity

Managing customer relationships, with the goal of retaining customers for life, is one of the most important requirements for a business to survive, especially in a tough economy. Designing a solid sales process, training your sales organization, and developing an effective CRM (Customer Relationship Management) strategy, are critical steps to achieving this goal. This course discusses how you should develop a customer retention strategy for your business, and what needs to be done to ensure success of your customer relationship implementation.

This course will explore how your company can develop and deploy a customer retention strategy by building a customer-focused culture within your organization and by implementing key strategies for success. It will instruct attendees how to develop a strong, consistent and successful corporate strategy and sales organization that's focused on customer acquisition and retention.

Like many companies today, you may be losing customers to your competitors, experiencing a shrinking market share, or having problems getting your sales reps to perform effectively and consistently. You may be wondering why some sales reps exceed while others struggle, why you aren't making your revenue projections, or why your customers aren't loyal to you. This course will help you with these issues and more, by demonstrating how your company can develop a sales process, define your sales training requirements and design a CRM strategy for your business.

You will learn how to:

  • Improve customer retention
  • Identify the best practices of your sales reps
  • Create sales processes to satisfy your customers' needs
  • Increase the productivity of your sales teams
  • Reduce sales cycles
  • Optimize resources
  • Measure results
  • Dramatically increase revenue
  • Align your marketing & sales activities
  • Implement a CRM strategy for your business

Top 10 reasons to attend this course:

1.You're losing customers but don't know how many or why

2.Some of your sales people excel while others fail

3.You use inconsistent methods for handling the sales cycle

4.You can't measure the productivity of your sales team

5.Your forecasts are seldom accurate and take too long to produce

6.Your sales cycle takes too long, so you lose prospects to competitors

7.Your sales people are wasting time with the wrong customers

8.You're using your CRM system as an expensive Rolodex

9.You're having trouble getting marketing and sales to get along

10.You can't determine the ROI of your CRM or Marketing campaigns

Who Should Attend Customer Retention Training

  • CEO/President
  • Business Owners
  • Vice President for Sales
  • National Sales Director
  • Regional Sales Director
  • Regional Sales Manager
  • Channel Director/Manager
  • Marketing Director/Manager
  • Account Executives
  • Account Advisors

No Upcoming Public Classes

There are currently no public events available for this course. However, you can submit a request for a new date and we will try our best to get you into a Customer Retention class.

Private Training Available
No date scheduled, don’t see a date that works for you or looking for a private training event, please call 651-905-3729 or submit a request for further information here.
request a private session or new date

Course Overview

Customer Retention Course Outline

1. Market Overview

  • Introduction & Course Overview
  • Impact of Losing Customers
  • The effect of dissatisfied customers
  • The high cost of acquiring new customers
  • The low cost of retaining existing customers
  • Retention versus Acquisition

2. Customer Segmentation

  • 80/20/30 Rule
  • Where your revenue comes from
  • Identifying profitable customers
  • What's Causing Businesses to Lose Customer Focus
  • Introducing Customer Relationship Management

3. Customer Loyalty

  • What are your Customers Thinking?
  • What is "Real" Loyalty?
  • Customer satisfaction versus retention
  • How to recognize loyal customers
  • The Loyalty Hierarchy
  • Increase profits with value propositions
  • Short-term versus Long-term customers

4. The CRM Process

  • Defining the Sales Process
  • The Corporate Silo
  • Building a Sales Process
  • The lead-flow process
  • How departments interrelate
  • Life Cycle Management
  • Marketing  sales  support
  • Earning the right to sell to existing customers

5. Where to Begin

  • Why CRM Projects Fail
  • Benefits of Developing a CRM Strategy
  • Begin With a Plan
  • Determining business goals and justifying investments
  • Doing a "GAP" analysis
  • Collecting Customer Information
  • Knowing Your Customer Profiles
  • Marketing to the right targets
  • Using an integrated database

6. The Sales Process

  • The 3 Key Components for Sales Success
  • The P.E.A.K sales process
  • The sales funnel
  • Pipeline Management
  • Misaligned vs. aligned sales pipeline
  • Benefits of a good sales pipeline
  • Sales Training
  • The relationship to the Sales Process
  • Sales training's goals

7. CRM Technology's Role

CRM Misconceptions

  • How CRM Technology Can Help
  • Deploying your process
  • Replicating best-practices
  • Productivity tool
  • CRM Product Choices, Platform Choices, and Product Requirements

8. Aligning CRM Strategies

  • CRM Alignment Components
  • Impact of Misaligned Strategies on Retaining Customers
  • Selling the CRM Process to Sales
  • Increasing CRM User Adoption Rate
  • The compensation plan
  • Aligning it with corporate strategies
  • The Marketing Strategy
  • Managing leads
  • Using CRM for Marketing campaigns

9. Smart Marketing

  • Mass Marketing is Dead
  • Personalization  The new deal
  • Market better  sell more
  • Using CRM Technology
  • Automating Customer "Touches" and Drip Marketing
  • Determining Qualified Leads
  • Marketing program investment calculator
  • Customer Lifetime Value (LTV)
  • Variable Data Marketing
  • Personalized marketing messages
  • Aligning your campaigns with your customers' points of entry
  • Prospecting & Lead Generation
  • Finding leads the new way
  • Using LinkedIn and Data.com (Jigsaw) to prospect
  • Matching leads to customer profiles

Real-World Practice Exercises

These hands-on breakout sessions will be held throughout the class.

1.Calculate what it will cost you and how many customers you'll end up with using an acquisition versus a retention strategy.

2.Determine which of your customers are in the top, middle and lower segments of the bell-curve.

3.List what types of loyalty your customers have for your company? Why? What can you do to improve it?

4.Develop a CRM Process (using the Workflow diagram) for your company.

5.Design your own Sales Pipeline with as many "layers" as needed for your business, while aligning them to the P.E.A.K Sales Process.

6.Describe your Corporate & Sales Strategies. Identify how your sales team is incented to deploy your various strategies and increase user adoption.

7.Sales & Pricing Strategies. Align your pricing and sales compensation strategies to properly motivate your teams.

8.Explore what Lead Generation methods and systems you could/should be using.

9.Define your ideal Customer Profiles.

10.Calculate your Marketing Campaign Investment and Life-Time-Value of your customers by using the Marketing Investment Calculator.

11.Determine how to align your Campaigns with your Customer Entry Points.

12.Describe ways you can Proactively Retain Your Customers.

No Upcoming Public Classes

There are currently no public events available for this course. However, you can submit a request for a new date and we will try our best to get you into a Customer Retention class.

Private Training Available
No date scheduled, don’t see a date that works for you or looking for a private training event, please call 651-905-3729 or submit a request for further information here.
request a private session or new date

Prerequisites

This class has no prerequisites.

No Upcoming Public Classes

There are currently no public events available for this course. However, you can submit a request for a new date and we will try our best to get you into a Customer Retention class.

Private Training Available
No date scheduled, don’t see a date that works for you or looking for a private training event, please call 651-905-3729 or submit a request for further information here.
request a private session or new date

Course Comments

This class is available as a Private class

No Upcoming Public Classes

There are currently no public events available for this course. However, you can submit a request for a new date and we will try our best to get you into a Customer Retention class.

Private Training Available
No date scheduled, don’t see a date that works for you or looking for a private training event, please call 651-905-3729 or submit a request for further information here.
request a private session or new date