.png?ts=1782305185)
CRM & Retention Masterclass
CRM, Retention & Customer Lifetime Value The two-day seminar for shop owners who want to turn first-time buyers into re…
Customer Loyalty & Retention
Customer Loyalty & Retention The two-day seminar for everyone who does not want to start from scratch every year: you l…
Customer Service Basics
Customer Service Basics is a free, self-paced introduction to customer service in online shops. In six hours, you work…
Email Automation
Email Automation The two-day seminar for everyone who no longer wants to address customers by hand: you learn to recogn…
The second purchase is cheaper than the first. This subject area changes the calculation from revenue to customer value — and shows what follows from it for service, communication and incentives.
Most shops calculate in orders. Whoever calculates in customers quickly notices that loyalty does not arise in the newsletter but in the complaint, in delivery reliability and in whether somebody is reachable when there is a problem. A loyalty programme can reinforce that — it cannot replace it.
The courses build on each other. Customer Loyalty & Retention starts with customer value and the complaint process and ends with incentives that leave margin. Email Automation turns that into sequences that run without you — welcome, abandonment, post-purchase, with frequency rules that drive nobody away. The CRM & Customer Loyalty Masterclass connects programme logic, data and steering across channels.
For e-commerce and CRM leads, service teams and managing directors who want more predictable revenue.
How to choose your entry. If you do not know your repeat purchase rate, start with Customer Loyalty & Retention — that is where you calculate for the first time what a customer brings over three years. If you have that number and only the implementation is missing, start with Email Automation.
The CRM & Customer Loyalty Masterclass pays off when several channels and a programme have to be brought together. For single sequences or one loyalty concept it is too broad.
A sequence that has proven itself: service and complaints first, then incentives, then automation. A programme on top of poor service reinforces churn instead of slowing it.
All courses can be booked individually and run on fixed dates in Berlin, Hamburg, Cologne, Munich and live online.
Frequently asked questions
The second purchase is cheaper than the first. Whoever calculates in customers notices that loyalty does not arise in the newsletter but in the complaint, in delivery reliability and in being reachable when there is a problem.
A loyalty programme can reinforce loyalty, it cannot replace anything. Customer Loyalty & Retention therefore starts with customer value and the complaint process and ends with incentives that leave margin.
No. Every course can be booked individually. The courses build on each other; if you are new to the topic, follow the recommendation in the text on this page.
On fixed dates in Berlin, Hamburg, Cologne and Munich or live online. The content and the AEI certificate of attendance are the same in both formats. Current dates and prices are in the list on this page and on each course page.
Yes. The same content is available as in-house training, tailored to your examples. Many training courses can also be funded; what is needed for that is described under funding.