Course overview
Learn how to track the customer journey and drive loyalty. Understand how to use data to create more personal communications with customers and prospects. This course will give you the confidence to create retention strategies that work for your organisation.
Campus locations
What you'll learn
- Understand the real nature of customer loyalty and the true meaning and application of CRM
- Understand how your customers interact, use and buy (or not) from your brand
- Use analytical methods to measure customer retention and loyalty
- Plan and target a customer contact strategy, using online and offline communications
- Implement and evaluate the success of your customer retention strategy
Study method
- In-class
- Online
- Blended
Locations
- England
- London
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Duration study load
1 day (7 CPD hours)
Testimonials
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Robert LloydCustomer Retention"Great tutoring was broken down into manageable workshops. The course is very structured and I would recommend it to anyone looking to further develop their digital marketing skills. Martin is an experienced digital marketer with huge enthusiasm for the industry. The course opened a new thinking towards dealing with the right and wrong types of customers."
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Kush Thakrar, Global Account Director, Ogilvy OneCustomer Retention"Martin lathered us with clear, concise, relevant and informative content. He is a highly experienced and interesting individual."
Delivery
All learning products and services are currently being delivered digitally using the following engaging formats:
- Virtual Classroom: Tutor-led, live, online classroom environments.
- Online: Self Study, via an always-on, always open portal, providing an engaging multimedia learning experience.
Who's it for?
This course is suitable for anyone relatively new to customer retention as part of their role or where the business has grown quickly through acquiring customers. Predominantly B2C marketers (agency or client-side) who plan, direct and execute direct and digital marketing campaigns.
Enrol onto ‘Customer Retention’ course and receive the ‘DMA Data Guide’. The guide has been devised by numerous marketing industry experts. It will help you understand how to do one-to-one marketing the right way.
Subjects
- Defining customer retention and ‘loyalty’
- Understanding the customer journey and defining the customer DNA through research and data
- Analytical methods to measure and evaluate customer retention and loyalty
- Analysing the value, relevance and cost of loyalty schemes for optimum ROI
- Planning contact strategies through the customer lifecycle
- Workshop: planning contact strategies through the customer lifecycle
- How to use data to customise/personalise a website, contact centre and retail interactions
- Examples from B2C, B2B, Not-For-Profit and public sectors
- Customer retention checklist and applying back in the real world
About Institute of Data & Marketing
For 30 years, it's been our mission to provide best-in-class training, qualifications, events, resources and membership services to meet the real-world needs of today's digital, direct and data marketers.
Committed to helping every marketer be the best they can be, the Institute of Data & Marketing exists to support, encourage and improve marketing performance from your first steps on the career ladder, right to the very top.
Every Institute of Data & Marketing programme is designed and delivered by practising marketers, who know what it takes to succeed at the job and dedicated to helping you succeed in yours. The Institute of Data & Marketing advocates lifelong learning. We maintain up-to-date training and qualifications portfolio designed to meet the needs of marketing practitioners throughout their careers—at every stage, from college student to senior marketing manager.
The Institute of Data & Marketing has a worldwide reputation for the quality and practical nature of its training and qualifications. Our services – for individual marketers and businesses – are in demand worldwide as more and more businesses seek to apply personal, customer-centric, one-to-one marketing.
