Customer Success and Retention Mastery
Singapore
Arthur Beck
OVERVIEW
Customer Success and Retention Mastery equips professionals with strategic skills to analyse market landscapes and develop targeted customer retention opportunities. You'll learn to gather market intelligence, conduct competitive analyses, and create segmentation approaches that optimise customer success programmes.
The course explores consumer behaviour patterns and evolving market trends that influence retention strategies. You'll discover how to translate market insights into value propositions and develop retention-focused solutions addressing identified gaps in the marketplace.
You'll master effective relationship development methodologies including customer journey mapping and trust-building techniques. The programme covers designing seamless onboarding processes, creating loyalty initiatives, and developing strategies for re-engaging at-risk customers.
We thoroughly examine customer acquisition economics, lifetime value modelling, and ROI frameworks for justifying retention investments. You'll learn to formulate market positioning recommendations that create competitive advantage through exceptional customer success.
The course culminates in developing implementation plans with appropriate resource allocation and risk assessment approaches. You'll design comprehensive measurement systems with engagement metrics, analytics dashboards, and continuous improvement cycles for optimising customer success initiatives.
By completion, you'll possess the tools to create actionable implementation roadmaps and measurement dashboards that drive sustainable customer retention.
TARGET LEARNERS
This program is designed for professionals and business leaders who want to shift from simple customer support to a high-impact "Customer Success" model. It is ideal for:
Customer Success Managers (CSMs) & Leads: Professionals looking to master Lifetime Value (LTV) modelling and ROI frameworks to justify retention investments.
Account Managers & Relationship Leads: Individuals responsible for maintaining long-term corporate partnerships and re-engaging at-risk clients.
Business Development Managers: Those who need to align market intelligence with retention-focused value propositions to gain a competitive advantage.
Operations & Service Excellence Heads: Leaders looking to design seamless onboarding processes and analytics-driven measurement dashboards.
PRE-REQUISITES
21 years and above
At least one month work experience in a sales capacity
Speak, write, listen and read English at a proficiency level not lower than the Workplace Literacy (WPL) Level 6, and at a Workplace Numeracy Level 5
At least a diploma or equivalent
Learning Outcomes
Analyse market landscapes and develop targeting strategies to produce a market intelligence report that identifies customer success and retention opportunities.
Evaluate market trends and their impact on products to develop business opportunities, presented in a strategic opportunity proposal.
Design customer relationship development methodologies to implement effective acquisition and retention programmes, delivering a comprehensive customer success strategy plan.
Evaluate customer acquisition and retention costs to formulate market positioning recommendations, producing a competitive advantage strategy document.
Create implementation plans for customer success and retention strategies by reviewing strategic opportunities, delivering an actionable implementation roadmap.
Develop engagement metrics and tracking systems to implement customer success initiatives, creating a comprehensive measurement dashboard with optimisation recommendations.
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Course Fee
$1100
Self-Sponsored
Course Fee
$1100 (Excl. GST)
50% funding by
SkillsFuture Singapore (Baseline)
$550
GST
$99
Amount Payable
$649
Eligible for SkillsFuture Credits
Up to 100% of Course Fee* Subject to SkillsFuture Credit Availability
*Singapore Citizens aged 25 and above can offset the course fee using their SkillsFuture Credit
*NTUC members enjoy 50% unfunded course fee support for up to $500 each year for courses supported under UTAP.
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Singaporeans above the age of 21 and under 31 can offset the course fee using their Post Secondary Education Account (PSEA)
*Singapore Citizens aged 25 and above can offset the course fee using their SkillsFuture Credit
*NTUC members enjoy 50% unfunded course fee support for up to $500 each year for courses supported under UTAP.
Company-Sponsored
Course Fee
$1100 (Excl. GST)
70% funding by
SkillsFuture Singapore
(Enhanced Training Support for SMEs)
$770
GST
$99
Amount Payable
$429
Additional Support via Absentee Payroll
$4.50/hr, capped at $100,000/enterprise / year
**SME Eligibility Criteria
- Registered or incorporate in singapore
- At least 30% local shareholding by singapore citizens or PRs
- Employment size of not more than 200 (at group level) or with annual sales
turnover (at group level) of not more than $100 million
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Eligible companies can also claim 90% out-of-pocket expense with SkillsFuture Enterprise Credit (SFEC)
Additional Notes:
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Lessons will be conducted in English. Participants are expected to be able to read and write in basic English.
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Participants are required to bring their own laptop that can connect to the internet for access to the online class and course materials.
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In line with our environmentally friendly practices, we will not be providing printed course materials to reduce paper waste.
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Upon successful completion of the course, the participant will receive a certificate issued by ClickAcademy Asia Pte Ltd.
Click here to read our Withdrawal & Refund Policy.
Disclaimer: ClickAcademy Asia reserves the right to change the course instructor without prior notice. The course instructor will be finalised and informed to the registered participants at least 1 working day before the course commencement date.
ABOUT CLICKACADEMY ASIA
ClickAcademy Asia is a premier training academy focusing on executive education for professionals in the fields of digital marketing, sales & marketing, and communications.
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ClickAcademy Asia training covers Singapore, Malaysia, Indonesia, Vietnam, India, Thailand, Australia and Hong Kong. The academy has conducted digital marketing workshops for participants from over 30 countries worldwide. To date, ClickAcademy Asia has trained over 13,000 PMEBs (professional, managers, executives and businessmen) and 6,000+ local and global companies (including NGOs and Government agencies).
ClickAcademy Asia was established in the year 2011. The academy is the leading practitioners’ digital marketing academy and is also the official Google Partner Academy in Singapore and Malaysia.
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The academy provides training and certification on Google Ads, Google Analytics, Mobile Advertising and YouTube Video Advertising. ClickAcademy Asia is also the training provider for the Go Global programme led by Google (2015-2018), 2017 Google Ignite (Malaysia) , Google Elevator (Singapore and Malaysia) program and 2019 Mahir Digital Bersama Google (Malaysia).