Customer Relationship Management



– Detailed 83-page step-by-step facilitator manual
– Fully customizable 67-page participant manual
– 83 ready-to-deliver powerpoint slides
– Icebreakers, training games & practical exercises
– Further reading, course evaluation and action plan
– Expert training guides
– Permission to add your own logos
– Use where, when and as often as required
– Instantly available

SKU: CRM Category:


Target audience

Got a group that needs to learn about customer relationship management, but don’t know where to start? Or maybe you just to get content to run your own course. Not to worry, our training materials have you covered.

This course on customer relationship management will improve participants knowledge on how to manage customer relationships within their organization.

The training materials will help improve skill levels of participants at all levels within an organization e.g., managers, team leaders, supervisors, and front line staff.

The training materials will guide participants on how to deliver excellent customer service. Plus, they will learn how to maximize customer value. And, how to improve customer service levels.

The content focuses on helping participants understand the role of customers and how these relationships impact on all organizations.

These course materials are suitable for business managers that want to train their staff teams. And, also for corporate trainers that want to increase the type of courses that they can deliver.

Course outline

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

Customer relationship management (CRM) – The course starts by exploring relationships and how CRM can impact on organization. The material focuses on CRM as both a product and as a process. Use the content to outline some of the constraints involved.

Customer service in the organization – This part of the course focuses on customers and why we need them. The content will help you teach your audience about what customers want, expectations and the concept of integration.

Generating a customer focused solution – The final sections of the course look at managing customers and how to measure CRM. In addition, the training course materials outline standards and continuous improvement. Use the content to teach your audience about the QCT Link and CRM as a business process. Finally, explore aspects of communication and the impact of CRM failure on companies.

Course objectives

Your participants will be able to:

– Understand the importance of customer relationships.
– Identify the components of CRM.
– Describe the factors that can cause customer relationships to fail.
– Understand the different ways that you as an employee can affect CRM.
– Use the material to develop a customer-centered approach.
– Identify types of customer.
– Recognize their potential impact on business.

Customer stories

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Ellen Bothwick,
Canine Events

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One of the sessions I often provide is a Training the Trainers workshop. In it, the very first resource I encourage people to purchase is the library of resources from Oak. These packages have made my job infinitely easier, and I recommend them to anyone who’s looking for the highest quality in training materials.”

Jeffrey L. Buller
Senior Partner
Academic Training, Leadership & Assessment Services

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