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Customer Onboarding and Account Retention

Winning a new customer in South Africa is expensive, yet many businesses lose them within months because onboarding is chaotic and no one owns the relationship afterward. This programme equips customer facing teams to onboard new clients smoothly, spot early signs of churn, and grow the value of existing accounts through proactive service and disciplined follow up.

What you will be able to do

  • Design an onboarding process that gets new customers to first value quickly.
  • Identify the early behaviours that signal a customer is at risk of leaving.
  • Run proactive check ins that strengthen the relationship and surface needs.
  • Handle renewals and price increases without triggering unnecessary loss.
  • Identify and pursue upsell and cross sell opportunities within accounts.
  • Track retention, renewal and account growth to guide priorities.

Course outline

  1. 01Why retention beats constant acquisition
  2. 02Designing a smooth onboarding experience
  3. 03Early warning signs of churn
  4. 04Proactive account check ins
  5. 05Managing renewals and price changes
  6. 06Upsell and cross sell within accounts
  7. 07Handling at risk and lapsed customers
  8. 08Tracking retention and account growth

Who should attend

Account managers, customer success staff, client service teams and relationship managers responsible for keeping and growing existing customer accounts.

Dates, venues and fees

DatesVenueDaysFeeCalendar
17 to 19 Aug 2026Dubai3US$1,500
24 to 26 Aug 2026Lagos3US$1,500
31 Aug to 2 Sep 2026Harare3US$1,500
7 to 9 Sep 2026Kampala3US$1,500
14 to 16 Sep 2026Dar es Salaam3US$1,500
21 to 23 Sep 2026Pretoria3R13,000
28 to 30 Sep 2026Cape Town3R13,000
12 to 14 Oct 2026Online3US$900
19 to 21 Oct 2026Mozambique3US$1,500
26 to 28 Oct 2026Cairo3US$1,500
2 to 4 Nov 2026Accra3US$1,500
9 to 11 Nov 2026Lusaka3US$1,500
16 to 18 Nov 2026Kigali3US$1,500
23 to 25 Nov 2026Nairobi3US$1,500
30 Nov to 2 Dec 2026Durban3R13,000
7 to 9 Dec 2026Johannesburg3R13,000
21 to 23 Dec 2026Mauritius3US$1,500

Fees are per delegate. South African venues are priced in rand; other locations and online in US dollars. Fees exclude 15% VAT where applicable. Group bookings of three or more delegates from the same organisation qualify for a reduced rate; contact us for a quotation.

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