Customer Retention & Account Growth

Course Code: WSB-315

Program: Operations & Administration Academy

Course Overview: Help client-facing professionals maximize customer lifetime value through retention, expansion, loyalty-building, and strategic account growth.

This course develops practical capability in retention, delivering ongoing value, account growth strategies, managing risk and retention challenges, and sustainable account growth.

Learning Outcomes

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

• Understand the drivers of customer retention and account growth
• Deliver ongoing value across the customer relationship
• Identify responsible account growth opportunities
• Monitor account health, satisfaction, and retention risk
• Respond effectively to retention challenges
• Develop a sustainable account growth plan

Target Audience: Sales professionals, account managers, client-facing employees, business-development teams, relationship managers, and commercial leaders who want to strengthen practical capability in customer retention and account growth.

Learning Experience: Learners engage through video overviews, audio deep dives, study guides, practical examples, reflection prompts, workbook activities, applied tasks, knowledge checks, and end-of-module quizzes. Activities support practical application in retention, delivering ongoing value, account growth strategies, managing risk and retention challenges, and sustainable account growth.

Course Structure: 5 modules / 20 lessons.

Special Feature: Every module concludes with a Putting It All Together audio deep dive that connects the key lessons and supports reflection and practical application.

Pathway Focus: Understand retention. Apply account growth strategies. Strengthen sustainable account growth.