SCTP Strategic Customer Engagement & Revenue Optimisation
Training Provider: SINGAPORE INSTITUTE OF TECHNOLOGY
Course Reference: TGS-2026062078
S$948
Original: S$3,160
Save S$2,212
About This Course
This is module 1 of the (SCTP) Strategic Customer Success and Account Management Programme (Full-Time, TA-eligible), which equips participants with the foundations of customer segmentation and engagement strategy. Participants will learn to define Ideal Customer Profiles (ICP) and personas, apply data-driven methods to uncover engagement gaps and growth opportunities, and identify early churn indicators. The module also introduces practical approaches to content marketing and reporting frameworks that strengthen customer retention and support revenue optimisation.
What You'll Learn
1. Ideal Customer Profile (ICP) and Persona Development
Define ICPs and customer personas to guide targeted success strategies through segmentation techniques and alignment with customer characteristics.
2. Customer Onboarding and Activation Strategy
Design structured onboarding processes that accelerate time-to-value, covering training delivery and success metrics.
3. Voice of the Customer and Feedback Integration
Systematically capture and analyse customer feedback to incorporate insights into service improvements and planning.
4. Customer Journey Mapping and Experience Design
Create current and future state journey maps to identify touchpoints, pain points, and engagement opportunities.
5. Revenue Growth Opportunity Identification
Use data-driven approaches to identify upsell, cross-sell, and expansion opportunities with clear readiness signals.
6. Churn Risk Prediction and Mitigation
Develop early warning systems using behavioural analytics and create proactive retention strategies.
7. Performance Metrics and Reporting Frameworks
Establish Key Performance Indicators (KPIs) and build dashboards to track customer health, retention, and lifetime value.
8. Content Marketing Strategy for Customer Engagement
Plan content programmes that educate and engage customers across their journey stages.
Define ICPs and customer personas to guide targeted success strategies through segmentation techniques and alignment with customer characteristics.
2. Customer Onboarding and Activation Strategy
Design structured onboarding processes that accelerate time-to-value, covering training delivery and success metrics.
3. Voice of the Customer and Feedback Integration
Systematically capture and analyse customer feedback to incorporate insights into service improvements and planning.
4. Customer Journey Mapping and Experience Design
Create current and future state journey maps to identify touchpoints, pain points, and engagement opportunities.
5. Revenue Growth Opportunity Identification
Use data-driven approaches to identify upsell, cross-sell, and expansion opportunities with clear readiness signals.
6. Churn Risk Prediction and Mitigation
Develop early warning systems using behavioural analytics and create proactive retention strategies.
7. Performance Metrics and Reporting Frameworks
Establish Key Performance Indicators (KPIs) and build dashboards to track customer health, retention, and lifetime value.
8. Content Marketing Strategy for Customer Engagement
Plan content programmes that educate and engage customers across their journey stages.
Entry Requirements
• Participants should at least be a Polytechnic Diploma graduate.
• Participants should also have good written and spoken English skills.
Course Details
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