Course Title: Client Management Strategies for Retention and Growth in Kenyan SACCOs

Duration: 5 Days (Full-Time)

Target Group: SACCO CEOs, marketing and business development managers, customer service officers, credit managers, branch managers, and board members.

1. Executive Summary

This 5-day course is designed to strengthen the capacity of SACCO professionals to develop and implement effective client management strategies that drive member retention, satisfaction, and growth. It explores client relationship building, loyalty programs, communication strategies, and data-driven approaches to managing member experiences and expectations in the SACCO environment.

2. Course Objectives

By the end of the training, participants will be able to:

1. Understand the role of client management in SACCO sustainability.

2. Develop strategies to enhance member satisfaction and loyalty.

3. Implement effective communication and feedback systems.

4. Utilize data and analytics to understand client behavior and improve services.

5. Strengthen SACCO growth through proactive client relationship management.

3. Expected Learning Outcomes

Participants will be able to:

1. Design and implement client management frameworks suitable for SACCOs.

2. Develop and monitor client satisfaction and loyalty indicators.

3. Apply digital tools for managing member relationships and communication.

4. Create strategies for retaining existing clients while attracting new members.

5. Build a service-oriented SACCO culture focused on trust, loyalty, and inclusivity.