Customer Retention and Loyalty Training Course

Equip retention, loyalty, CRM, service, and analytics teams to diagnose churn and operate evidence-based lifecycle interventions.

At a glance

Duration: 5 days
Format: Classroom
Cities: Nairobi, Trabzon, Berlin, Barcelona, Langkawi, Tashkent and more
Next session: 11 – 15 October 2026, Nairobi
Average fee: 5,800 €

Home
Our Categories
Customer Retention and Loyalty Operations Training Course

Download Brochure (PDF) Print PDF

Overview

Customer Retention and Loyalty Operations Training Course is a five-day intermediate course for retention managers, loyalty managers, CRM specialists, service managers, and customer analysts who leave with a Customer Retention and Loyalty Action System. Participants diagnose churn risk, design loyalty propositions, plan lifecycle interventions, govern personalization, and measure outcomes. Agile Leaders Training Center treats customer retention and loyalty as a coordinated operating discipline.

Who Should Attend

Retention teams responsible for churn prevention and save actions
Loyalty teams responsible for propositions, rules, and member value
CRM teams responsible for lifecycle signals and triggered workflows
Service teams responsible for recovery and relationship continuity
Analytics teams responsible for retention evidence and reporting

The course assumes participants already manage customer relationships or customer data and leaves out general CRM administration, campaign production, broad CX strategy, and satisfaction surveys alone.

Departments and Industries

The course supports departments and industries that depend on repeat relationships and customer continuity.

Retention, loyalty, CRM, service operations, and customer analytics
Banking, insurance, telecommunications, and subscription services
Retail, hospitality, travel, and digital commerce
Healthcare services, education services, and membership organizations
Professional services and business-to-business account operations

Learning Objectives

By the end of this course, participants will be able to:

Analyze retention performance and customer churn drivers
Build customer lifecycle intervention rules
Evaluate loyalty propositions and relationship value
Apply service recovery, save, and win-back actions
Use governed personalization and consent controls
Prioritize retention improvements using performance evidence

Course Agenda

Day 1: Retention Evidence and Churn

Customer Retention Baseline Scorecard
Churn Event Definition Sheet
Customer Loss Driver Analysis
At-Risk Customer Signal Register
Retention Opportunity Prioritization Matrix

Day 2: Lifecycle and Intervention Design

Customer Lifecycle Stage Map
Lifecycle Risk Trigger Catalogue
Retention Intervention Decision Tree
Save Action Eligibility Rules
Win-Back Sequence Planner

Day 3: Loyalty Proposition and Governance

Loyalty Value Proposition Canvas
Earn-and-Use Rule Design Sheet
Customer Lifetime Value Priority Grid
Loyalty Data Consent Checklist
Personalization Governance Record

Day 4: Delivery and Measurement

Service Recovery Retention Playbook
Cross-Functional Retention Ownership Map
Retention Cohort Monitoring Table
Loyalty Behavior Indicator Dashboard
Retention Experiment Review Log

Day 5: Retention and Loyalty Practice

Exercise: Diagnose a Customer Churn Pattern
Exercise: Select a Lifecycle Intervention
Exercise: Review a Loyalty Proposition
Exercise: Evaluate Retention Evidence
Capstone: Customer Retention and Loyalty Action System

Practical Exercises

The course uses banking, subscription, retail, and hospitality cases to connect churn evidence with coordinated retention decisions.

Suggested activity: identify churn drivers and prioritize at-risk customer groups.
Suggested activity: design save and win-back actions for contrasting lifecycle stages.
Suggested activity: test a loyalty proposition against value, consent, and operating rules.
Suggested activity: review cohort evidence and assign improvement owners.

FAQs

Who suits customer retention and loyalty training, and what does it assume?

Retention, loyalty, CRM, service, and customer analytics practitioners suit the training; it assumes responsibility for customer relationships, lifecycle actions, or performance evidence.

How does customer retention and loyalty operations differ from general CRM?

Customer retention and loyalty operations focus on churn risk, lifecycle interventions, loyalty value, save actions, and measurable continuity, while general CRM covers the broader management of customer records and interactions.

How should teams identify customer churn risk?

Teams should identify churn risk through defined loss events, behavioral changes, service failures, declining engagement, relationship value, customer feedback, and segment-specific warning signals.

What makes a loyalty proposition useful for retention?

A loyalty proposition supports retention when it gives customers relevant value, encourages desired relationship behavior, has clear rules, protects customer data, and produces evidence that teams can review.

How should customer retention results be measured?

Customer retention results should be measured with defined cohorts, retention and loss indicators, repeat behavior, intervention outcomes, relationship value, and evidence from controlled improvement tests.

Conclusion

Participants leave with a Customer Retention and Loyalty Action System containing churn definitions, risk signals, lifecycle triggers, intervention rules, loyalty controls, and measurement routines. The system connects evidence to coordinated retention work. It also gives teams a repeatable process for testing actions, reviewing outcomes, and assigning improvements.

credits: 5 credit per day

Course Mode: full-time

Provider: Agile Leaders Training Center

Download Brochure (PDF) Print PDF

Showing 21-40 of 74 events

Location	Dates	Duration	Mode	Price
Zanzibar	Week 02, 2027 17 – 21 January 2027	5 Days	Onsite	€5,500
Lisbon	Week 03, 2027 18 – 22 January 2027	5 Days	Onsite	€5,700
Kuala Lumpur	Week 04, 2027 25 – 29 January 2027	5 Days	Onsite	€5,200
Doha	Week 04, 2027 31 January – 4 February 2027	5 Days	Onsite	€5,500
London	Week 06, 2027 8 – 12 February 2027	5 Days	Onsite	€5,700
Casablanca	Week 07, 2027 15 – 19 February 2027	5 Days	Onsite	€4,100
Paris	Week 08, 2027 22 – 26 February 2027	5 Days	Onsite	€5,700
Dubai	Week 09, 2027 1 – 5 March 2027	5 Days	Onsite	€4,500
Istanbul	Week 09, 2027 1 – 5 March 2027	5 Days	Onsite	€4,500
Seoul	Week 09, 2027 1 – 5 March 2027	5 Days	Onsite	€10,000
Manama	Week 09, 2027 7 – 11 March 2027	5 Days	Onsite	€4,700
Nice	Week 10, 2027 8 – 12 March 2027	5 Days	Onsite	€5,700
Jakarta	Week 11, 2027 15 – 19 March 2027	5 Days	Onsite	€5,700
Abu Dhabi	Week 11, 2027 15 – 19 March 2027	5 Days	Onsite	€4,700
Milan	Week 12, 2027 22 – 26 March 2027	5 Days	Onsite	€5,700
Muscat	Week 12, 2027 28 March – 1 April 2027	5 Days	Onsite	€5,700
Zoom	Week 13, 2027 29 March – 2 April 2027	5 Days	Online	€1,500
Bangkok	Week 13, 2027 4 – 8 April 2027	5 Days	Onsite	€6,000
Cape town	Week 14, 2027 11 – 15 April 2027	5 Days	Onsite	€4,500
Sharm El-Sheikh	Week 16, 2027 19 – 23 April 2027	5 Days	Onsite	€4,100

Frequently asked questions

What does this course cover?

OverviewCustomer Retention and Loyalty Operations Training Course is a five-day intermediate course for retention managers, loyalty managers, CRM specialists, service managers, and customer analysts who leave with a Customer Retention and Loyalty Action System. Participants diagnose churn risk, design loyalty propositions, plan lifecycle interventions, go…

Are training dates available?

Yes. Available dates and destinations are listed in the course dates section on this page.

How can I register?

Choose an available date on this page and complete the registration form, or send a programme enquiry.

Can I download the course brochure?

Yes. Use the brochure download link provided on this page.

Customer Retention and Loyalty Training Course