2016 Webinar Series
Client Retention: How to Grow your Business by Retaining Your Current Client Base
Original Air Date: July 27, 2016
Earn Continuing Education Credits: This one-hour contact program awards 0.1 CEU or 1.0 PDH.
According to the Harvard Business School, increasing customer retention rates by 5 percent increases profits by 25 percent to 95 percent. Unfortunately, many small business owners focus too much on the sale and not enough on the after when it comes to their clients. Repeat clients pay higher profits, are your best referral source, and save you marketing dollars as the upfront work has already been done. This session will focus on the strategy, tactics and implementation necessary to hold onto those valuable assets, your repeat clients.
Strategy: A how-to walkthrough on auditing current margins, activity and relationship strength to identify the best clients you actually want to keep coming back.
Tactics: Learn about meaningful and manageable ways to regularly connect with your identified clients to keep them engaged, from executives to the field.
Implementation: Learn how to work with your business development, marketing, operations and field teams to express the importance of retention and speak their language when encouraging their participation in a solid client retention plan.
The Presenter: Deirdre Gilmore, CPSM
Deirdre Gilmore is a Certified Professional Services Marketer who has spent the past 16 years focused on the AEC community. She has worked for small niche firms, as well as three of the top ENR companies. She earned her Bachelors degree in English Literature from Sonoma State University. Deirdre specializes in business and marketing planning, training and coaching key staff on business development activities, assisting in strategic project pursuits as well as supporting those firms through the implementation of the tactics needed for success. She is the past President of the Arizona Chapter of the Society for Marketing Professional Services and serves on the board of the Arizona Association of Economic Development. Deirdre is the Sergeant that keeps your firm moving through the battlefield.
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