This chapter explores the strategic importance of customer retention, relationship nurturing, and account growth. It introduces frameworks for identifying high-value clients, strengthening loyalty, and expanding account value through upselling and cross-selling strategies.
• Understand the financial and strategic value of customer retention
• Develop retention plans based on customer segmentation and behavior
• Strengthen client relationships through proactive engagement and service delivery
• Apply key account management strategies to protect and grow top-tier accounts
• Track client satisfaction and loyalty metrics using customer experience data