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Customer Retention and Subscription Revenue Management

Keeping a customer is far cheaper than winning a new one, especially for services billed monthly or annually. This programme helps managers grow recurring revenue by improving onboarding, tracking usage, managing renewals and reducing avoidable cancellations. It suits African subscription, membership and service businesses from telecoms and insurance to software and gyms.

What you will be able to do

  • Measure retention, churn and lifetime value for a subscriber base.
  • Identify the early signals that a customer is about to leave.
  • Design onboarding that helps customers reach value quickly.
  • Manage renewals and payment failures to protect revenue.
  • Build save and win back plays for at risk accounts.
  • Set a retention plan with clear targets and ownership.

Course outline

  1. 01The economics of retention and recurring revenue
  2. 02Retention, churn and lifetime value metrics
  3. 03Onboarding for early value
  4. 04Usage tracking and health scoring
  5. 05Renewal and payment recovery management
  6. 06Save plays for at risk customers
  7. 07Win back of lapsed subscribers
  8. 08Building the retention plan

Who should attend

Customer success managers, retention and CRM managers, subscription and membership managers and commercial leaders in recurring revenue businesses.

Dates, venues and fees

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