Training material on customer relationship management skills by Oak Innovation
Developing content for a training course on customer relationship management is exceptionally tricky – particularly if you don’t have a lot of time available.
We know how difficult it can be to put the course material together — especially essential items like participant manuals and slides that you will need!
Read on to explore what you can receive and how these course materials can be delivered.
Meet the needs of your audience
Trying to meet the needs of an audience is a challenging task. That’s because everyone attending a course can have different expectations, needs, and wants.
But when you get it right, the payoffs can be hugely rewarding. The truth is, success is a lot down to the quality of the material that you deliver and the passion and energy that you also bring when presenting a training course.
Here is a way you can optimize your time and use this pre-written and customizable training material to enhance skills the skills of your audience. First, when presenting the content, you will need to explore how to deliver excellent customer service. Second, use the content to examine how to maximize customer value. Third, take the material a step further when sharing how to improve customer service levels. And fourth, focus on the role of customers and how customer relationships will impact on all companies.
Let’s explore the training material in more detail and how you can use them.
Line-staff, human resource professionals, general managers, and senior executives will benefit from the content of this Customer-Relationship-Management Skills training program.
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
What you get
You will instantly receive the following training course materials to deliver your training courses:
- 83-page facilitator manual
- 67-page participant manual
- 83 powerpoint slides
- Practical exercises
- Expert training guides
Extra free training materials available
You will also receive 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
Customer relationship management (CRM) – Companies don’t want to put their customers off through a poor understanding of the customer-driven organization or ineffective complaint handling skills. Customers need to be the most valuable priority for a company. It’s what all activities must focus on and one of the main reasons why a company exists. Yet so often it feels that some companies talk-the-talk but don’t walk-the-walk.
Chances are, your audience is aware of some aspect of customer relationships these days. While some expectations will always exist, you should use the content to encourage your audience to consider CRM as both a product and as a process.
Keep in mind that this is simply a way of helping your audience to be open-minded about potential relationships. It’s a way also for your audience to visualize customer expectations and possible interactions. End this section by outlining some of the constraints that can exist.
Customer service in the organization – Sometimes, a company will know what they want to change about their customer service systems, but it takes years living with an approach to figure out just how.
That’s where the critical learning emerges: use the content to focus attention on customers and why we need them.
It’s also no secret that all companies need to consider what customers want, their expectations, and the concept of integration. Use the content to discuss these aspects and encourage discussions on how well these processes work within their company.
We suggest that you share your perspectives on selling within customer relationship management and how it fits within companies. Your experiences and reflections will make the content more meaningful to your audience. And, to put it simply, this form of storytelling will help your audience to get the maximum benefit from the material provided.
Generating a customer-focused solution – Generating a customer-focused solution can feel like an overwhelming project. So while your audience might have a better understanding of CRM, it’s going to seem challenging to jump ahead to a working system.
The trick to helping your audience emerges in the final sections of the course where you can explore managing customers and how to measure CRM. Next, use the content to outline quality management skills and in particular 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.
Linking your experiences to areas raised by the content will stimulate more learning and encourage greater engagement from your audience.
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Frequently asked questions from training courses on customer relationship management
What is customer relationship management?
Customer relationship management (CRM) is the strategy, approach, and practices that a company will employ to manage all current and potential customer interactions. And, practical customer relationship management skills drive all successful organizations.
What is the goal of customer relationship management?
The goal of customer relationship management is to increase profitability by providing a better service to the customer. And, this is achieved by continually building relationships and meeting customer needs.
How do successful companies develop effective relationships with their customers?
Once a company identifies the need to develop effective relationships with their customers, they can seek to:
- Determine mutually satisfying goals
- Establish and maintain rapport
- Produce positive feelings in both the organization and the customer
How does CRM impact on the organization?
“CRM” approaches, first and foremost, are designed to meet the needs of the customer.
This approach means that the needs of the customer will dictate all activities within the company.
As a result, the impact on the organization will be to:
- Shift the focus from product to customer
- Streamline the offer to what the customer requires, not want the organization can make
- Highlight competencies required for an effective CRM process
What can constrain effective customer relationships?
Most of us are so focused on creating effective customer relationships that we forget to look at the aspects that can constrain customer relationships. Here are a few areas that will limit effective customer relationships:
- Resource availability
- Poor knowledge of the customer
- Poor people skills
- Aggressive competitors
- Supply chain issues
- Legal and political requirements
Why do we need to manage customers?
Knowing how you manage customers will help you gauge what kind of improvements that you'll need to introduce in the future. And, to isolate what kinds not to present. Here are a few great reasons why we should effectively manage our relationships with customers:
- Customers are an exceptional source of information required to make your organization succeed
- Focus production efforts on customers what they want and need
- Develop the highest potential by knowing which ones have the most growth potential
- Maximize profit by knowing which ones are most or least profitable
- Provide references and safely test new products by knowing which ones will be advocates
How do you measure customer service?
The traditional metrics for measuring customer service are:
- Number of complaints
- Turnaround time
- Right first time
- Point of contact experience
- Satisfaction rating
More innovative, strategic, and focused customer relationship management metrics also include:
- The systems capability to meet customer demands
- Innovation rate
- Customer growth rate
- Customer integration
- Customer loyalty
What are the characteristics of effective CRM?
Fortunately, there’s plenty of pointers that can quickly help you assess how useful your CRM activities are:
- Recognizing the customer
What are SMART objectives?
Once you’ve started your journey towards effective customer relationship management, you’ll need to introduce the concepts of objectives and measurement.
It will be much easier to keep track of your objectives and audit them regularly when you’re using SMART goals.
We like to introduce an extra S to create SMARTS objectives to highlight the need that every goal needs to be supported by the company
- Supported by the organization
Can I edit the content and add my company logo?
Yes. You can now add your logo 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.
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