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Client Management Strategies for Retention and Growth Course.


This IRES course centers 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 course 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.


5 Days

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.

 Topics to be covered.

Module 1: 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

 Module 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?

 Module 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?

 Module 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

 Module 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?

 Course Objectives.

At the end of the course, every participant 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


The instructor led trainings are delivered using a blended learning approach and comprises of presentations, guided sessions of practical exercise, web based tutorials and group work. Our facilitators are seasoned industry experts with years of experience, working as professional and trainers in these fields.

All facilitation and course materials will be offered in English. The participants should be reasonably proficient in English.


Upon successful completion of this training, participants will be issued with an Indepth Research Services (IRES) certificate.


The training is residential and will be held at IRES training Centre. The course fee covers the course tuition, training materials, two break refreshments, lunch, and study visits.

All participants will additionally cater for their, travel expenses, visa application, insurance, and other personal expenses.


Accommodation is arranged upon request. For reservations contact the Training Officer.

Email:This email address is being protected from spambots. You need JavaScript enabled to view it.

Mob: +250 789 621 067

Tel: 020 211 3814


This training can also be customized for your institution upon request to a minimum of 4 participants. You can have it delivered in our training center or at a convenient location.

For further inquiries, please contact us on Tel: +250 789 621 067

, +254 (020) 211 3814 or mail This email address is being protected from spambots. You need JavaScript enabled to view it.


Payment should be transferred to IRES account through bank on or before C.O.B 9th Nov 2020.

Send proof of payment to This email address is being protected from spambots. You need JavaScript enabled to view it.

Please Note: The program content shown here is for guidance purposes only. Our continuous course improvement process may lead to changes in topics and course structure.


Event Properties

Event Duration 5 Days
Event Date 16-11-2020
Event End Date 20-11-2020
Cut off date 09-11-2020
Individual Price(rwanda franc) R₣ 552,000
Individual Price (International) EUR 878
Individual Price(International in Dollars) USD 999
Location Kigali,Rwanda
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Contact Us

+250 789 621 067
[email protected]
Kamukina KG 501 Gate
Kigali, Rwanda

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