Description

Finding the right content: How training professionals and business managers use training course materials to deliver their own customer relationship management courses

Customer relationship management (CRM) is the strategy, approach and practices that a company will employ to manage all current and potential customer interactions. And, effective customer relationship management skills drive all successful organizations.

At Oak Innovation, we believe the goal of customer relationship management is to increase profitability through providing a better service to the customer. And, that this is acheived by continually building relationships and meeting customer needs.

If you’ve a group that needs to learn about customer relationship management, then our training materials will help.

What you need to know about delivering your own customer relationship management training courses

These training materials on customer relationship management will improve participants knowledge on how to manage customer relationships within their organization. And, will help improve skill levels of managers, team leaders, supervisors, and front line staff.

Share how to deliver excellent customer service. Then, explore how to maximize customer value. And, how to improve customer service levels. Next, focus on the role of customers. And, how customer relationships impact on all companies.

Course outline

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

Customer relationship management (CRM) – Start by exploring customer relationships. And, how CRM can impact on organization. Then, focus on CRM as both a product and as a process. End this section by outlining some of the constraints involved.

Customer service in the organization – Next focus attention on customers and why we need them. Then, instruct your audience on what customers want, expectations and the concept of integration.

Generating a customer focused solution – The final sections of the course explore managing customers and how to measure CRM. Next, outline standards and continuous improvement. And, discuss the QCT Link and CRM as a business process. Finally, explore aspects of communication and the impact of CRM failure on companies.

Course objectives

At the end of the course, 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

“I have been buying Oak materials now for 9 years. They are top products and save you hours of work trying to produce something yourself. Incredibly good value too. More importantly though is the personal service. Whenever I have emailed or rung they have been extremely helpful and knowledgeable. I have recommended Oak to dozens of people and have been thanked by so many of them for making the recommendation. If you’re a trainer then give Oak a go, you won’t regret it and wonder how you managed without them before.”

Ellen Bothwick,
Canine Events

“As someone who’s been involved in training for more than twenty years, I’ve never known a resource that’s as consistently valuable as Oak.

I’m always amazed at their willingness to provide purchasers of their complete range of presentations regular updates and new training packages at no additional cost. That makes my purchase become more valuable all the time. And their speed in responding to questions is phenomenal.

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
ATLAS
Academic Training, Leadership & Assessment Services

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