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Marketing & Sales

Customer Retention Strategies (CRS100)


Description

Module Overview

Customer retention is more than simply convincing customers to buy again. It involves creating enough value, trust, and satisfaction that customers choose to continue doing business with an organisation.

Learning Objectives

By the end of this module, learners will be able to:

  • Define customer retention and customer loyalty.
  • Explain why retaining customers is important.
  • Identify common reasons customers leave.
  • Distinguish between customer acquisition and retention.
  • Recognise the financial impact of customer retention.
Content
  • Module 1: What is Customer Retention?
  • Practical Activity: Why Do Customers Leave?
  • Knowledge Check Quiz
  • Module 2: Why Customer Retention Matters
  • Module Challenge
  • Knowledge Check quiz
  • Module 3: Delivering Excellent Customer Experiences
  • Assignment: Improve the Customer Experience
  • Knowledge Check Quiz
  • Module 4: Building Customer Loyalty and Managing Complaints
  • Knowledge Check Quiz
  • Module 5: Measuring Retention and Creating a Retention Strategy
  • Final Module Challenge: Build a Customer Retention Strategy
  • Final Assessment
Completion rules
  • All units must be completed
  • Leads to a certificate with a duration: Forever
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