The Customer Driven Organization

Oak Innovation


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How to get training materials to deliver a course on the customer driven organization

If you want to deliver a great course, you can’t afford to not have the right content.

And, while the reasons to run a successful customer focused company are obvious, there are clear markers on what constitutes a customer driven organization that will drive success.

Whether it’s in meeting needs first-time every-time, delivering excellent customer service or providing a positive customer experience, all companies simply need to stay ahead of the curve.

So, how does all of this fit within a training course?

We specialize in developing training course materials. The key is that we research courses in a wide variety of areas to get to best ideas that deliver results and we then look for ways of packaging that content for you.

We believe that the focus of practical course materials must inititally be to help your audience to become more customer-centric. To do this, while still meeting customer expectations, and to stay a step ahead of competitors’ the content continually needs to explore new techniques and approaches.

In fact, we believe companies need to put customers at the heart of everything that they do.

Now is the perfect time to begin delivering your own training courses. And, if you haven’t started yet, it isn’t too late.

Let the content deliver more results

Let’s take this a step further to meeting your needs by providing you with all the content that you’ll need.

Being customer driven is not a new concept for business managers and training professionals.

However, over the last decade, we’ve seen changes on how these concepts are shared within training courses.

If you have you a group that needs to learn about the customer driven organization, then download our pre-written and customizable training materials and use them to deliver your own training course.

For best results, use the content to provide your audience with a better understanding of customer relationships. In fact, use the materials to help your audience to understand the role of the customer within organizations. In doing so, you can also share the different types of customers that can exist.

Course overview

The following topics are covered within the slides, manuals and support materials provided.

A customer driven organization – Let’s take a look at common concepts discussed in this section. Whether you’re looking to lay the building blocks for creating a customer drivenb organization or looking to simply update skills, these materials are sure to take learning to the next level and drive results across the companies involved. Key areas fall into a number of distinct categories. First, use the content to examine the important aspects of being a customer driven organization. These include loyalty and value add service. By doing so, a company can use these metrics to maximize performance and to focus on their customers. With the right content, you can significantly increase knowledge levels and discuss apsects like market information and profit.

The customer service environment – The number one tip for getting the most out of these materials is to help your audience understand the customer service environment. For best results, explore customer service as a process and why we need customers. This will help your audience to understand how to identify customers. Make sure your audience also understand the Pareto Principle.

What customers want – It shouldn’t come as a surprise that many companies spend a lot of time working out what customers want – and what will make these customers make favourable purchase decisions. Use this section to dig into the expectations of customers. Sounds simple enough, right? But the truth is that companies really need to focus on why they have customers and how to keep these customers.

Knowing customers – Knowing customers is a key driver of for success, so this content should get this across and your audience will understand what they need. Base your discussions around this need and the content will outline aspects like loyalty and switching costs. End this section by discussing why customers leave, crises and commitments.

The customer service culture – Most people won’t benefit from a training course without getting something useful in return. Here’s a simple example, customers stay with companies for different reasons. And, even though you make a great product or provide a great service for products, much still will be dependent on the customer service environment that promotes success. A great way to share this knoweledge with your audience is to use the content provided to explore the important areas of standards, innovation and excellent service.

Communication – As customer driven practices evolve into the accepted processes it is essential that colid communication practices become embedded. Use the content to discuss best practices in the areas of listening skills, customer styles and complaint handling systems.

Course objectives

Upon completion of this training course your participants will be able to:

– Understand the vital importance of the customer

– See the value in having excellent customer service

– Identify the factors that prevent maximizing customer value

– Understand how to look at the customer service levels

– Establish if a company is customer driven

– Identify different customer types and how to interact with them

What you get

Leverage these course materials, tips, resources, slides, exercises and manuals to create, deliver, promote, and offer a highly-practical, relevant, and engaging training course for your audience.

  • 77 page facilitator manual
  • 90 page participant manual
  • 37 powerpoint slides
  • Practical exercises
  • Further reading
  • Course evaluation form
  • Action plan

Bonus free training materials available

You will also get the following free training guides:

  • Training icebreakers
  • How to select training materials
  • Training games
  • How to increase participation
  • Learn to improve your questioning skills
  • How to improve your listening skills
  • Learn how to deal with difficult people
  • How to evaluate training courses

Frequently asked questions from training courses about the customer driven organization

What are customers?

Customers are defined as:

People or organizations who are the users of the product or service generated by you.

What are the first steps to providing excellent customer service?

What are the main characteristics of external customers?

What is a customer driven organization?

A customer driven organization places the customer at the heart of the organization. It’s that simple. To achieve this, the whole company needs to focus on what the customer wants. You could think of this as your first step. Next, there is need to build strong customer relationships. And, a companywide commitment to provide great customer service during all customer interactions.

What are the main characteristics of a customer driven organization?

What are the main influences on a customer service environment?

What is a product-centric approach?

A product-centric company focuses on selling the same products to as many customers as possible.

What is a customer-centric approach?

A customer-centric approach concentrates on selling more products to the same customers by providing a positive customer experience and by maximizing customer service so as to build better customer relationships.

What are a RADARS approach to customer service?

What are the main qualities of customer centric employees?

Customer centric employees listen to what their customers want. And, this puts the customer at the core of the business.

What are the main characteristics of excellent customer service?

What is a customer driven marketing strategy?

This is a marketing strategy that concentrates on meeting the needs of a identified selection of customers.

How will these training materials help you instruct your learners to participate within a customer driven organization?

These course materials will help your participants to participate with a customer service organization. This course will help your participants to overcome any concerns that they may have. They will also learn to identify the roles of managers and employees play

Can I edit the content and add my own company logo?

Yes. You can now add your own logo's and customize the course content freely using Microsoft Word and Powerpoint. You can also deliver the course materials where, when and as often as needed. Here at Oak Innovation, we like to give you more. That's why every set of course materials include training manuals, slides, and guides. We also include exercises, tests, further reading, action plans and much more.


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