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Win Back Campaigns and Customer Churn Reduction

Losing customers quietly is one of the biggest hidden costs in African businesses, from telecoms to retail to services. This programme teaches teams to measure churn, spot the early warning signs that a customer is leaving, design retention and win back campaigns, and build a business case for keeping customers rather than always chasing new ones.

What you will be able to do

  • Measure customer churn and its cost to the business.
  • Identify the early warning signs of customers at risk of leaving.
  • Analyse why customers leave using data and feedback.
  • Design retention offers and interventions for at risk customers.
  • Build win back campaigns to recover lapsed customers.
  • Make the business case for investing in retention.

Course outline

  1. 01Understanding and measuring churn
  2. 02The cost of losing customers
  3. 03Early warning signs and risk scoring
  4. 04Analysing why customers leave
  5. 05Designing retention interventions
  6. 06Building win back campaigns
  7. 07Personalising offers for at risk customers
  8. 08Making the business case for retention

Who should attend

Marketing, customer relationship and retention staff and managers responsible for keeping customers and reducing the rate at which they are lost.

Dates, venues and fees

DatesVenueDaysFeeCalendar
17 to 18 Aug 2026Online2US$900
24 to 25 Aug 2026Mozambique2US$1,100
31 Aug to 1 Sep 2026Cairo2US$1,100
7 to 8 Sep 2026Accra2US$1,100
14 to 15 Sep 2026Lusaka2US$1,100
21 to 22 Sep 2026Kigali2US$1,100
28 to 29 Sep 2026Nairobi2US$1,100
5 to 6 Oct 2026Durban2R10,000
12 to 13 Oct 2026Johannesburg2R10,000
26 to 27 Oct 2026Mauritius2US$1,100
2 to 3 Nov 2026Dubai2US$1,100
9 to 10 Nov 2026Lagos2US$1,100
16 to 17 Nov 2026Harare2US$1,100
23 to 24 Nov 2026Kampala2US$1,100
30 Nov to 1 Dec 2026Dar es Salaam2US$1,100
7 to 8 Dec 2026Pretoria2R10,000
14 to 15 Dec 2026Cape Town2R10,000

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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