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Customer Retention Certified | Masters
Introduction to customer retention [60 mins]
How to get the most out of this course
Your course pack
What to expect from this course (1:57)
What is customer retention? (2:11)
Why is customer retention important? (5:32)
The differences between customer retention and customer loyalty (2:30)
The most common challenges of customer retention (2:41)
[Bonus] Moving From Just-in-Time Churn Mitigation to Proactive Risk Identification and Mitigation
Key takeaways (2:11)
Exam #1
Time to reflectš”
Resource library
Strategies to improve customer retention [50 mins]
Measuring customer lifetime value (4:47)
Identifying your most valuable customers (4:30)
Following up with your customers (5:27)
Listening to your customer feedback (5:13)
Building a cross-functional team (4:36)
[Bonus] Keeping Client Engagement Human in the Digital Age
Key takeaways (1:27)
Exam #2
Coursework (0:34)
Time to reflectš”
Fireside chat [30 mins]
Customer retention strategies
Progressing with your customers [95 mins]
Mapping your customer journey (7:00)
Onboarding your customers for success (8:14)
[Bonus] Panel Discussion: The Importance of Onboarding
Identifying which customers are at risk of churning (10:50)
Understanding why you're falling short and how to improve it (4:31)
Dealing with customer frustration (5:19)
Key takeaways (2:48)
Exam #3
Coursework (0:49)
Time to reflectš”
Metrics and analytics [70 mins]
The value of customer retention analytics (3:46)
Different types of customer retention analytics (4:09)
Key metrics (19:23)
Cohort analysis (6:25)
Win/loss analysis (4:56)
[Bonus] Bring your own metrics. Driving growth through customer success
Key takeaways (2:15)
Exam #4
Coursework (0:34)
Time to reflectš”
Fireside chat [30 mins]
Customer retention metrics
The cost of customer retention [50 mins]
What is customer retention cost and why is it important? (5:18)
Calculating customer retention cost (3:27)
Optimizing your customer retention cost (5:52)
[Bonus] Building a CS Toolset with Limited Budget
Key takeaways (2:36)
Exam #5
Coursework (0:43)
Time to reflectš”
Fireside chat [30 mins]
The customer retention cost
Wrap up
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The differences between customer retention and customer loyalty
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