Training Course on Contract Management and Customer Retention Strategies (Online / Remote)
1Summary
A contract is often the only written promise a company makes to a client, yet many organizations treat it as paperwork to file away rather than a relationship to manage. Customer relationship management systems now bring sales, marketing, and support together on a single dashboard for every client — but the contract itself is where that relationship is tested: in negotiation, in change requests, and in how disputes get resolved.
The Arab British Fellowship Training Academy designed this course for the people who sit at that intersection — managing contracts and agreements in a way that keeps clients before, during, and after they sign, and resolves conflict without losing the relationship.
2Objectives and target group
Who Should Attend?
- Managers and employees of public relations and customer service.
- Professionals in marketing and purchasing management.
- Managers who want to understand the role contracts and agreements play with clients.
- Project managers involved in development projects, and quality managers looking to improve how they contract customer service.
- Legal and contractual directors.
What Participants Will Take Away
- How to evaluate customers and the agreements signed with them, and negotiate with them effectively.
- Skills in writing and analyzing contract specifications and procurement processes, including their legal weight in the "invitation to bid" process.
- The ability to manage contractual changes, terminate contracts, and resolve disputes between the organization and its contracted clients.
- An understanding of how contracts end, and methods for conflict resolution, professional settlement, and customer retention when contractual disputes arise.
3Course Content
Module 1: The CRM Lens — Why Contract Follow-Up Protects the Relationship
- How sales, marketing, and service automation come together in a customer relationship management dashboard.
- Evaluating customers and the importance of the agreements signed with them.
Module 2: Drafting Contracts That Hold Up
- Principles and law of contracts, drafting terms and conditions, and proper contracting planning.
- Writing and analyzing contract specifications and procurement processes, including doubtful or short descriptive specifications.
- The legal weight of contractual specifications in the "invitation to bid" process, using contract templates, and reviewing contract case studies.
Module 3: Negotiating and Managing the Relationship
- Negotiation skills before contracting, and effective negotiation with clients once terms are on the table.
- Timing and goals of negotiation, preparing to negotiate, and identifying what is actually negotiable.
- BATNA (the best alternative to a negotiated agreement) and what to do if negotiation fails, reaching a mutually beneficial agreement, and mechanisms for making a contract more attractive.
Module 4: Managing Change, Ending Contracts, and Resolving Disputes
- Building a contract management plan, laying the foundations for evaluation, and using organizational structures and automated tools to monitor the contracting party's performance.
- Why and how contracts change, and managing price changes and their relationship to the contracting process.
- Understanding how contracts end, and methods for conflict resolution, professional settlement, and retaining the client through contractual disputes.
Delivery and Certification
- Delivered across the Academy's international locations — including Egypt, Jordan, Malaysia, Turkey, the UK, France, Italy, Germany, Sweden, Austria, Denmark, Australia, and the USA — at times that fit your schedule.
- Offered through group training, individual coaching, hands-on field sessions, and in-class theoretical instruction.
- Attendees receive a certificate accredited by the Arab British Fellowship Training Academy upon completion.