Course Objectives:
The financial consequences of churn events are well documented, yet organizations do not understand why churn management programs fail, and even when these programs seem to work, they don’t always understand if it really worked, how it worked and why.

Customer Churn is arguably one of the largest and most devastating of many forms of ‘leakage’ as millions in revenue suddenly disappear through no fault of your own.

Based on an analysis of successes and failures of churn management, this 3 day course will focus on methods to turn the problem of churn management into something that can actually be measures and controlled.

Benefits of the Course:
At the end of the program, participants will be empowered to:
*    Understand Churn Management and analyze the satisfaction of customers with your products and services.
*    Predict customer churn, learn ways on how to build a dynamic churn management strategies, devise win back strategies for churned customers.
*    Strategize ways on how to proactively fix the glitches in customer service and contain churn.
*   Understand the variables that influence customer churn (which customers are likely to leave and why).
*   Measure the effectiveness of churn management and build techniques to prevent customer churn.

Course Overview:
*    Churn Management: The Golden Opportunity
*    Total Customer Value Management Framework and Churn
*    Customer Churn Management Analytics
*    Churn Management Strategies and Options
*    Churn Management Strategic and Tactical Planmming Guide
*    Analytical CRM for acquisition, retention and Churn Management
*    Proactive Customer Service and Value Enhancement using Analytics
*    Managing Channel Relationships in Business Markets
*    Measuring Customer and Channel Profitability
*    Customer Affinity and Customer Profitability Optimization using analytics driven recommendations

Who should Attend:
*   Churn Management Team
*   Sales and Marketing Managers
*   Customer Service Managers
*   Customer Relationship Managers
*   Product Development Managers

Venue:
Lagos, Nigeria

Date:
14th - 16th March, 2012

Course Fee:
N245, 000 (Exclusive of VAT)