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Developing Effective Techniques for Customer Retention

Customer retention is a crucial factor for organizational success in business. Many Banks and Microfinance have misconceptions about customer retention in regard to assessing customer satisfaction in order to enhance business. Developing appropriate techniques for retaining customer for your business is the best way to ensure success of your customer relationship strategy.

Objectives

After completion of this course, the participants will be able to:

• Understand the impact of losing customers and benefits of customer retention
• Apply practical techniques for customer retention
• Be aware of the keys success of customer relationship management
• Maintain customers to stay with your organization

Course Contents

1. Impact of Losing Customers and benefits of customer retention
2. Customer retention techniques
• Customer data management
• Customer relationship segmentation
• Customer relationship planning
• Implementation of Customer relationship
• Control follow up and evaluation
3. Keys success of Customer relationship

Training Fee

• USD 98 per participant per training course.
• USD 92 per participant for organization sending 3-5 participants to the course.
• USD 87 per participant for organization sending 6 participants up to the course.

This fee includes training materials, refreshments, lunch and certificate.

Payment Condition: There is no charge for any cancellation which is made by the deadline of the registration. Cancellation after deadline of the registration and participants appearing without proper cancellation will be charged the full amount.

Methodology

The training methodology will be focused on experience based and participatory approaches including brainstorming, group discussion with presentation, sharing hand-on experience, training game and participants' problem raised during training workshop.

Trainer

Mr. RATH Rattanak, Senior Faculty, Specialized in Marketing, ACLEDA INSTITUTE OF BUSINESS

Mr. Rath Rattanak had deep Marketing experience as a Chief of Marketing Officer at ACLEDA Kampong Cham-Kratie Provincial Branch for 4 years. He used to be a Sub-branch Manager (District Team Leader) for 1 year and was promoted to Provincial Branch Manager for 3 years. His successful career has specialized in the field of management and business communication skills over 11 years. He has been elected as a senior faculty of ACLEDA Institute of Business (AIB) specialising in Marketing since 2010. In his specialty, he has conducted many training programs such as Customer Service and Retention, Effective Selling Skills, Effective Communication at Workplace, Successful Practice Savings Mobilization, Customer Focus and Service Quality, ACLEDA Bank Products and Services etc. to both national and international MFIs and Banks. He is an experienced trainer certified by Frankfurt School (FS), Women's World Banking (WWB), ROBENNY-School of Business, National Institute of Education (NIE), and he is very good at transferring his knowledge and skill to fulfil the participants' expectation.

Mr. Rath Rattanak has attended many professional courses in Germany, Hong Kong, China, Vietnam related to Professional Development Skills, Professional Consulting Skills, Microfinance Management Development, Certified Microfinance Expert, Training of Trainers, etc. He obtained a Master's Degree of Business Administration (MBA) majoring in general management at Royal University of Law and Economic (RULE).

Guest speaker

Mr. So Kosal, Senior Account Relationship Specialist, Marketing Division, ACLEDA Bank Plc.