Customer Acquisition and Retention Strategies Course

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We are proud to offer this course in a variety of training formats to suit your needs. We use the highest quality learning facilities to make sure your experience is as comfortable as possible. Our face to face calendar allows you to choose any classroom course of your choice to be delivered at any venue of your choice - offering you the ultimate in convenience and value for money.

June 2024

Code Date Duration Location Fee Action
CAR01 24 Jun 2024 - 28 Jun 2024 5 days Nairobi, Kenya KES 83,000 | $1,100 Register
CAR01 24 Jun 2024 - 28 Jun 2024 5 days Johannesburg, South Africa $2,400 Register
I Want To See More Dates...

Unfortunately, we do not have any dates scheduled at this time. Do you have a date in mind when you would like to take your training?

Request Custom Schedule

Contact Us on (+254) 715 077 817 / (+254) 792 516 000 or email us [email protected].

June 2024

24 Jun - 28 Jun 2024
5 days
KES 83,000 $1,100
24 Jun - 28 Jun 2024
5 days
I Want To See More Dates...

Unfortunately, we do not have any dates scheduled at this time. Do you have a date in mind when you would like to take your training?

Request Custom Schedule

Contact Us on (+254) 715 077 817 / (+254) 792 516 000 or email us [email protected].


This Customer Acquisition & Retention Strategies course provides participants with the tools and techniques to create a powerful new approach to strategy in their organizations, one based on putting customer value at the centre. This program focuses on strategic planning and how to implement it. You will not think about strategy in the same way ever again.

Real strategic planning is about positioning the organization for a future which on one hand is increasingly impossible to predict and on the other hand, keeps the customer at the center of everything it does. Effective strategy delivery creates a basis for sustained competitive differentiation coupled with simultaneous revenue, cost and service impact.


5 days 


Customer Acquisition & Retention Strategies training program is designed for senior managers, business unit managers, business strategists, developers of business plans, analysts and researchers supporting the development of business plans, all people required to contribute to and implement a customer-centric strategy.

Course Level:


By attending this Customer Acquisition & Retention Strategies course, participants will learn

  • New process that they can introduce to their organizations along with easy-to-learn techniques:
  • To define new but proven strategy approaches focused on customer outcomes
  • To create and deliver against business planning that involves the whole organization
  • To provide an in-depth stakeholder engagement framework
  • To highlight the process of effective implementation
  • To provide insights into strategic planning problems to avoid
  • To highlight examples of strategic success and failure
  • To provide insights into productive contingency planning


DAY 1- Introduction: The question “Why” of Strategy.

    • How strategy has evolved from traditional and how it has changed over time.

    • Why huge percentage of strategies fail.

    • The dynamics of the business world compared to inert company structures

    • Why it’s important to have a process to follow

    • Making strategy live – the strategy playbook

    • The limitations of mission and vision statements

    • Why clarity of purpose is the best foundation for strategy

    • Lessons from different types of organization

    • Practical exercise: how, what and why

DAY 2 - Aligning Strategy to Customer Value

    • Customer Outcomes

    •  The value disciplines approach

    • Mapping the strategy

    • Mapping the strategy

DAY 3 - Practical Implications of Strategy Implementation

    • Competitive landscape

    •  Current capability

    • The basis of change

    • Strategic trajectory

DAY 4 - Managing Change To Deliver Customer Value

    • Stakeholder management

    •  Outcome-driven change blueprint

    • The “unbalanced scorecard”

    • Business planning

DAY 5 - Effective Strategy Implementation

    • Building capability into the organization

    • Consolidating thinking, methods and techniques

    • Recap key lessons learned

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Course Administration Details:


The instructor led trainings are delivered using a blended learning approach and comprises of presentations, guided sessions of practical exercise, web based tutorials and group work. Our facilitators are seasoned industry experts with years of experience, working as professional and trainers in these fields.

All facilitation and course materials will be offered in English. The participants should be reasonably proficient in English.


Upon successful completion of this training, participants will be issued with an Indepth Research Institute (IRES) certificate certified by the National Industrial Training Authority (NITA).


The training will be held at IRES Training Centre. The course fee covers the course tuition, training materials, two break refreshments and lunch.

All participants will additionally cater for their, travel expenses, visa application, insurance, and other personal expenses.


Accommodation and airport pickup are arranged upon request. For reservations contact the Training Officer.

Email:[email protected] or [email protected]  

Mob: +254 715 077 817 or +250 789 621 067


This training can also be customized to suit the needs of your institution upon request. You can have it delivered in our IRES Training Centre or at a convenient location.

For further inquiries, please contact us on Tel: +254 715 077 817 or +250 789 621 067

Mob: +254 792516000+254 792516010, +250 789 621 067 or mail [email protected] or [email protected]


Payment should be transferred to IRES account through bank on or before course start date.


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Who else has taken this course?

# Job Title Organisation Country
1 Senior Business Development Officer Kenya pipeline company Kenya
2 Senior Business Development Officer Kenya pipeline company Kenya

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