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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.

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Register for this course

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

DatesVenueDaysFeeCalendarRegister
4 to 5 Nov 2026Johannesburg2R10,000Register
5 to 6 Nov 2026Cape Town2R10,000Register
9 to 10 Nov 2026Durban2R10,000Register
10 to 11 Nov 2026Pretoria2R10,000Register
11 to 12 Nov 2026Windhoek2US$1,100Register
12 to 13 Nov 2026Gaborone2US$1,100Register
16 to 17 Nov 2026Maseru2US$1,100Register
17 to 18 Nov 2026Mbabane2US$1,100Register
18 to 19 Nov 2026Lusaka2US$1,100Register
19 to 20 Nov 2026Harare2US$1,100Register
23 to 24 Nov 2026Lilongwe2US$1,100Register
24 to 25 Nov 2026Blantyre2US$1,100Register
25 to 26 Nov 2026Mozambique2US$1,100Register
26 to 27 Nov 2026Nairobi2US$1,100Register
30 Nov to 1 Dec 2026Dar es Salaam2US$1,100Register
1 to 2 Dec 2026Kigali2US$1,100Register
2 to 3 Dec 2026Kampala2US$1,100Register
3 to 4 Dec 2026Accra2US$1,100Register
7 to 8 Dec 2026Lagos2US$1,100Register
8 to 9 Dec 2026Cairo2US$1,100Register
9 to 10 Dec 2026Mauritius2US$1,100Register
10 to 11 Dec 2026Dubai2US$1,100Register
14 to 15 Dec 2026Online2US$900Register

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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