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obligations\u003C\u002Fli>\n\u003Cli>Action plan: a retention plan for your own customers\u003C\u002Fli>\n\u003C\u002Ful>","\u003Cp>By the end of this programme, participants will be able to:\u003C\u002Fp>\n\u003Cul>\n\u003Cli>Explain the link between customer satisfaction, loyalty, retention and profitability\u003C\u002Fli>\n\u003Cli>Calculate and use simple customer lifetime value and share of wallet measures\u003C\u002Fli>\n\u003Cli>Segment customers by value, needs and risk and set a service approach for each segment\u003C\u002Fli>\n\u003Cli>Develop a relationship plan for a key account\u003C\u002Fli>\n\u003Cli>Analyse a customer service process and identify steps that add or remove value for customers\u003C\u002Fli>\n\u003Cli>Understand why customers complain and handle complaints using a structured approach\u003C\u002Fli>\n\u003Cli>Handle difficult people and situations professionally and say no while keeping the customer\u003C\u002Fli>\n\u003Cli>Communicate with customers in ways that build credibility and trust\u003C\u002Fli>\n\u003Cli>Define the data, workflows and reports a CRM system needs to support retention\u003C\u002Fli>\n\u003Cli>Design a customer retention and win-back plan with measurable targets\u003C\u002Fli>\n\u003C\u002Ful>","\u003Cul>\n\u003Cli>\u003Cstrong>Customer service leaders:\u003C\u002Fstrong> customer service managers, team leaders and supervisors\u003C\u002Fli>\n\u003Cli>\u003Cstrong>Account and relationship staff:\u003C\u002Fstrong> account managers, relationship managers and key account executives\u003C\u002Fli>\n\u003Cli>\u003Cstrong>Sales staff\u003C\u002Fstrong> responsible for repeat business and renewals\u003C\u002Fli>\n\u003Cli>\u003Cstrong>Marketing and CRM staff:\u003C\u002Fstrong> CRM administrators, loyalty and customer insight specialists\u003C\u002Fli>\n\u003Cli>\u003Cstrong>Front-line professionals\u003C\u002Fstrong> who manage ongoing relationships with important customers\u003C\u002Fli>\n\u003C\u002Ful>\n\u003Cp>Participants should have practical experience in customer service, sales or account management. The programme is not designed as an exam preparation course for any professional certification.\u003C\u002Fp>","\u003Cul>\n\u003Cli>Customer value and lifetime value analysis\u003C\u002Fli>\n\u003Cli>Customer segmentation and prioritisation\u003C\u002Fli>\n\u003Cli>Key account relationship planning\u003C\u002Fli>\n\u003Cli>Trust-building customer communication\u003C\u002Fli>\n\u003Cli>Complaint handling and service recovery\u003C\u002Fli>\n\u003Cli>Handling difficult customers and situations\u003C\u002Fli>\n\u003Cli>CRM data and reporting discipline\u003C\u002Fli>\n\u003Cli>Customer retention and win-back planning\u003C\u002Fli>\n\u003Cli>Customer data protection awareness\u003C\u002Fli>\n\u003C\u002Ful>","\u003Cp>Winning a new customer usually costs more than keeping an existing one, yet many organisations treat all customers alike, lose valuable accounts without noticing, and use their CRM system as little more than a contact list. This programme gives practitioners the strategies and techniques to segment customers, build lasting relationships, handle complaints well and use CRM data to improve retention.\u003C\u002Fp>","\u003Cp>Customer relationships weaken for reasons that are easy to miss. Nobody knows which customers are most valuable or most at risk, contact is driven by sales targets rather than customer needs, complaints are handled as isolated incidents, and the CRM system holds incomplete or outdated data that staff do not trust. Teams then find out that a key customer has left only when the revenue disappears.\u003C\u002Fp>\n\u003Cp>This programme connects relationship strategy with daily practice. It moves through five stages: understanding customer value and loyalty, segmenting and prioritising customers, building relationships through every contact, handling complaints and difficult situations so that customers stay, and using CRM systems and data to manage retention.\u003C\u002Fp>\n\u003Cp>\u003Cstrong>Built on recognised practice.\u003C\u002Fstrong> The programme references ISO 10002 guidelines for complaints handling, ISO 10004 guidance on monitoring and measuring customer satisfaction, established relationship marketing concepts such as customer lifetime value and the loyalty ladder, and key account management practice. It also covers the principles of personal data protection laws that apply to customer data in the region.\u003C\u002Fp>\n\u003Cp>\u003Cstrong>Decisions this programme improves.\u003C\u002Fstrong> Which customers deserve more attention and which should be served at lower cost; when and how to contact customers; how far to go to keep a dissatisfied customer; how to say no without losing the relationship; and which CRM data and reports are worth maintaining.\u003C\u002Fp>\n\u003Cp>\u003Cstrong>How it is delivered.\u003C\u002Fstrong> Twenty hours across five sessions, built around one running case: a business-to-business and business-to-consumer service provider with falling renewals and a newly implemented CRM system. Participants segment a customer list, calculate simple lifetime values, design a retention plan, practise difficult conversations and define CRM reports for their team.\u003C\u002Fp>\n\u003Cp>\u003Cstrong>In-house option.\u003C\u002Fstrong> For organisations, the programme can be tailored to your own customer segments, CRM platform, service policies and complaint data, and delivered to sales, service and marketing teams together.\u003C\u002Fp>","Training Program","Basic to Intermediate","mdi-comment",[321],{"id":322,"schedule_slug":323,"start_date":324,"end_date":325,"price":326,"city_id":327,"days":289,"city_name":328},610221,"customer-relationship-management-strategies-and-techniques-in-cairo","2026-11-15","2026-11-19","4000.00",11,"Cairo",[330,338,346,354,361,366,370,374,381,387,392,396,401,405],{"id":331,"schedule_slug":332,"start_date":333,"end_date":334,"price":335,"city_id":336,"days":289,"city_name":337},609746,"customer-relationship-management-strategies-and-techniques-in-london","2026-11-01","2026-11-05","5900.00",4,"London",{"id":339,"schedule_slug":340,"start_date":341,"end_date":342,"price":343,"city_id":344,"days":289,"city_name":345},610469,"customer-relationship-management-strategies-and-techniques-in-paris","2026-11-22","2026-11-26","5500.00",12,"Paris",{"id":347,"schedule_slug":348,"start_date":349,"end_date":350,"price":351,"city_id":352,"days":289,"city_name":353},611221,"customer-relationship-management-strategies-and-techniques-in-live-online","2026-12-13","2026-12-17","2900.00",19,"Live Online",{"id":355,"schedule_slug":356,"start_date":357,"end_date":358,"price":359,"city_id":255,"days":289,"city_name":360},611487,"customer-relationship-management-strategies-and-techniques-in-istanbul","2026-12-20","2026-12-24","4500.00","Istanbul",{"id":362,"schedule_slug":363,"start_date":364,"end_date":365,"price":351,"city_id":352,"days":289,"city_name":353},701073,"N\u002FA","2027-02-01","2027-02-05",{"id":367,"schedule_slug":363,"start_date":368,"end_date":369,"price":335,"city_id":336,"days":289,"city_name":337},701528,"2027-03-08","2027-03-12",{"id":371,"schedule_slug":363,"start_date":372,"end_date":373,"price":343,"city_id":344,"days":289,"city_name":345},703434,"2027-05-03","2027-05-07",{"id":375,"schedule_slug":363,"start_date":376,"end_date":377,"price":378,"city_id":379,"days":289,"city_name":380},703917,"2027-05-23","2027-05-27","4300.00",8,"Muscat",{"id":382,"schedule_slug":363,"start_date":383,"end_date":384,"price":343,"city_id":385,"days":289,"city_name":386},705031,"2027-06-20","2027-06-24",33,"Riyadh",{"id":388,"schedule_slug":363,"start_date":389,"end_date":390,"price":359,"city_id":32,"days":289,"city_name":391},705872,"2027-07-12","2027-07-16","Dubai",{"id":393,"schedule_slug":363,"start_date":394,"end_date":395,"price":359,"city_id":255,"days":289,"city_name":360},706165,"2027-07-19","2027-07-23",{"id":397,"schedule_slug":363,"start_date":398,"end_date":399,"price":359,"city_id":260,"days":289,"city_name":400},707539,"2027-08-23","2027-08-27","Kuala Lumpur",{"id":402,"schedule_slug":363,"start_date":403,"end_date":404,"price":335,"city_id":336,"days":289,"city_name":337},708961,"2027-10-04","2027-10-08",{"id":406,"schedule_slug":363,"start_date":407,"end_date":408,"price":359,"city_id":32,"days":289,"city_name":391},711757,"2027-12-27","2027-12-31",{"id":327,"city_name":328,"city_slug":410,"country_id":327,"country_name":411,"country_continent":412,"featured":32,"price":413,"image_alt":411,"image_icon":250,"title":250,"h1_tag":414,"content":415,"description":416,"what_to_do":417,"cover":287},"cairo","Egypt","Africa",4000,"Training courses in Cairo, Egypt","\u003Cp dir=\"ltr\" style=\"text-align: left;\">Access Elite Academy’s complete training portfolio in Cairo. As one of the region’s largest business and institutional centers, the city provides a strong setting for organizations and professionals seeking expert-led learning, with upcoming scheduled courses and other programs available on request.\u003C\u002Fp>","\u003Cp dir=\"ltr\" style=\"text-align: left;\">Cairo is one of Elite Academy’s international training destinations and gives organizations and professionals access to our complete portfolio of training programs across all disciplines. As one of the region’s largest business and institutional centers, the city offers a professional setting for focused learning. Participants can choose from upcoming scheduled courses in Cairo or request any other program from the Elite Academy portfolio to be arranged in the city, subject to scheduling and delivery requirements. Browse the upcoming schedule below or explore our training areas to identify the program that best matches your organization’s development priorities or your own professional goals.\u003C\u002Fp>",{"food":418,"places":427,"shopping":436,"experience":445},{"items":419,"title":426},[420,422,424],{"text":421},"Abou Tarek",{"text":423},"Felfela",{"text":425},"Naguib Mahfouz Café","Dining",{"items":428,"title":435},[429,431,433],{"text":430},"Pyramids of Giza",{"text":432},"Grand Egyptian Museum",{"text":434},"Citadel of Saladin","Landmarks",{"items":437,"title":444},[438,440,442],{"text":439},"Khan el-Khalili",{"text":441},"City Stars",{"text":443},"Cairo Festival City Mall","Shopping",{"items":446,"title":453},[447,449,451],{"text":448},"Felucca ride on the Nile",{"text":450},"Pyramids Sound and Light Show",{"text":452},"Al-Muizz Street","Experience",{"image_url":287,"image_alt":455,"alt_text":287,"meta_title":286,"meta_description":456,"canonical_url":287,"schema_json":287,"include_in_sitemap":457,"robots_index":457,"robots_follow":457,"robots_advanced":287,"og_title":286,"og_description":456,"og_url":287,"twitter_card":458},"SeoMetadata image","Winning a new customer usually costs more than keeping an existing one, yet many organisations treat all customers alike, lose valuable accounts without…",false,"summary",[],[461,471,479],{"id":462,"name":463,"name_2":287,"slug":464,"schedule_slug":465,"start_date":466,"end_date":467,"days":289,"hours":290,"city_id":32,"city_name":391,"price":468,"country_name":469,"program_level":318,"program_type":317,"short_details":470,"featured":250,"upcoming":250,"relevance_score":250},609491,"Measuring Customer Satisfaction and Loyalty","measuring-customer-satisfaction-and-loyalty","measuring-customer-satisfaction-and-loyalty-in-dubai","2026-10-25","2026-10-29",4500,"United Arab Emirates","\u003Cp>Many organisations run customer surveys every year yet cannot say which improvements would actually keep customers or why loyalty is falling. This programme gives customer experience, marketing and quality professionals a practical system to measure satisfaction and loyalty reliably, find the drivers behind the scores and turn feedback into actions that protect revenue and reputation.\u003C\u002Fp>",{"id":472,"name":473,"name_2":287,"slug":474,"schedule_slug":475,"start_date":333,"end_date":334,"days":289,"hours":290,"city_id":352,"city_name":353,"price":476,"country_name":477,"program_level":318,"program_type":317,"short_details":478,"featured":250,"upcoming":250,"relevance_score":250},609747,"Customer Service Management and Supervision","customer-service-management-and-supervision","customer-service-management-and-supervision-in-live-online",2900,"Online","\u003Cp>Customer service quality is decided on every shift, and supervisors carry most of that responsibility: planning staff to demand, coaching agents, handling escalations and turning complaints into improvements. This programme gives customer service supervisors and managers the practical tools to set standards, lead front-line teams and manage service performance across every channel.\u003C\u002Fp>",{"id":480,"name":481,"name_2":250,"slug":482,"schedule_slug":483,"start_date":484,"end_date":485,"days":289,"hours":290,"city_id":486,"city_name":487,"price":488,"country_name":487,"program_level":318,"program_type":317,"short_details":489,"featured":250,"upcoming":250,"relevance_score":250},643257,"Advanced Customer Communication Skills: Strategies for Excellence","advanced-customer-communication-skills-strategies-for-excellence","advanced-customer-communication-skills-strategies-for-excellence-in-kuwait","2026-11-08","2026-11-12",7,"Kuwait",4300,"\u003Cp>\u003Cspan style=\"font-weight: 400;\">This course aims to enhance participants' customer communication skills at an advanced level, enabling them to foster strong customer relationships and handle complex customer interactions effectively.\u003C\u002Fspan>\u003C\u002Fp>","en",{"data":492,"code":280,"status":281,"message":517},[493,497,501,505,509,513],{"id":494,"title":495,"slug":496},28,"Executive Leadership & Senior Management","executive-leadership-and-senior-management",{"id":498,"title":499,"slug":500},30,"Leadership Development","leadership-development-2",{"id":502,"title":503,"slug":504},29,"management skills","management-skills",{"id":506,"title":507,"slug":508},18,"Human Resources & Talent Management","human-resources-and-talent-management",{"id":510,"title":511,"slug":512},21,"finance and accounting","finance-and-accounting",{"id":514,"title":515,"slug":516},32,"risk, governance, and compliance","risk-governance-and-compliance","message.Categories have been retrieved successfully"]