Oak Innovation: Customer Relationship Management Skills Training Course Material


Oak Innovation’s customer relationship management training course material sets the benchmark for how Powerpoint slide decks, facilitator and participant manuals, and expert training guides should be like — simple-to-present, easy-to-follow, and customizable.

Get instant access to all this amazing training course material on customer relationship management skills. Immediately save time and jumpstart your training courses.

What you’ll get:

  • 83-page facilitator manual to guide your course delivery
  • 67-page participant manual to encourage learning
  • 83 Powerpoint slides to frame the training course
  • Practical exercises to stimulate learning
  • Reading list for those that want to keep learning
  • Course evaluation form to improve future course delivery
  • Course action plan to achieve future objectives and goals

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How to deliver an amazing training course on customer relationship management skills

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 course material together — especially the essential items like participant manuals and slides that you will need!

We’re all about getting you prepared with incredible content that will help you respond with even greater confidence. So, do make sure to also scroll down to explore frequently asked questions that often get asked on customer relationship management skills training courses.

Read on to explore what you can receive and how to deliver this training course.

You want to be the best. The all-in-one download to get there is here.

More and more people are looking to deliver training courses on customer relationship management skills these days and for a good reason. In truth, these skills are at a premium as they solve specific learning gaps of line-staff, human resource professionals, general managers, and senior executives.

As you know, the resulting challenge is how to get the time to develop the content needed for these training courses.

Obviously, trying to meet the needs of an audience is a challenging task.

But when you get it right, the payoffs are massive.

Just imagine optimizing your time by using this pre-written and customizable training material that can then be used to enhance skills the skills of your audience.

Now imagine getting a new Powerpoint slide deck to let you focus on the content. And consider how it will feel to have a facilitator manual and a customizable participant manual which will allow you to concentrate attention on key areas. We even encourage you to add your logo and even company-specific examples to brand everything as your own.

More than anything else, this course material starts with the basics. You’ll get to use the content to explore how to deliver excellent customer service. It may seem simple, but then use the content to examine how to maximize customer value. Third, take the material a step further by sharing how to improve customer service levels. And fourth, you will need to focus on the role of customers and how customer relationships will impact on all companies.

What’s not to love about this training course material:

  • Instantly available so you don’t need to develop everything from scratch
  • Freedom to add your logo for the ultimate opportunity to brand everything as your own
  • Fully customizable so you can offer one-of-a-kind and unique delivery options
  • Total freedom to deliver the course where you want provides you with exceptional flexibility
  • All content is developed by industry experts offers you maximum confidence in the content
  • Everything is ready to deliver which saves you time and effort
  • Affordable so it won’t break the bank to get this training course material
  • No experience required so you’re guaranteed that this course is easy to deliver

Deliver the training courses you want to offer

Oak Innovation course content saves you time by giving you an all-in-one set of training course material that enables you to deliver your own courses and stay ahead of the competition. Oak Innovation is loved by industry-leading professionals and used by a large group of users around the world.

Dr. James S. Vuocolo, Master Certified Business & Personal Coach

“The sample module I obtained motivated me to purchase the entire set of 52! I immediately saw the value in being able to customize the materials to fit my audience and provide my clients with a choice of format (Powerpoint, Word, PDF). The attachments arrived in a timely fashion and were easy to access. I recommend these products to other coaches, trainers, and consultants who want an easy way to save hours of time and have presentations they can customize and call their own.”

Anita Wild, Director, Action Development Group

“The modules are certainly still proving useful. Every day I think of another use for them, they have come at just the right time, really excellent value for money – the complexity and depth in the materials mean we can mix and max PowerPoint presentations to suit our audiences levels and requirements.” –

Donna M. Logan, Senior Training & Design Specialist

“Wow! I just went through your course and am blown away by the content! Very well done! I feel you have provided a very complete package here. There is more than enough information here to deliver a course that produces results. Well done!”

Helen Elizabeth Seminars and Coaching, Newton, Australia

“Great customer service … isn’t that frequent I’m afraid so I happily acknowledge it when I encounter it.”

Explore more customer stories

Let’s explore the training material in more detail and how you can use them.

Learning objectives

If you are looking for content to present your own business training course on customer-relationship-management skills, this is the course material for you. And, you don’t have to be an experienced business trainer to get results like a pro.

What you’ll get:

  • 83-page facilitator manual
  • 67-page participant manual
  • 83 powerpoint slides
  • Practical exercises
  • Expert training guides

Here is what your audience will learn when you present this content:

– 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

Course outline

In an effort to provide you with as much value as possible, we’re going to show you how we would use the content provided to deliver the key sections of this training course.

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.

Amazing expert guides will get you to the place you want to be

Over the years, we noticed that some people, along the way, have asked for a little more creative input. And, let’s face it, there are times when we all need an extra spark to make our training courses shine even brighter.

So allow us to introduce our free expert training guides. An innovative collection of guides that mix inspiration, insights, techniques and skills, sprinkled with everything you’ll need to deliver a successful training course. These guides are a security blanket of experience just for you. With eight free training guides instantly available, and each jam-packed with value, it’s the easiest way to get ahead.

  • 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

Your courses, your way – everything you need to be the best

Within companies, across teams, on the go — wherever and however you want to deliver this course, it’s never been easier to put this content into action.

Wave goodbye to spending time developing training courses and say hello to awesome content that you can instantly download, customize, and even brand as your own.

You can download this training course material on customer-relationship management skills immediately after checkout.

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How to answer common questions

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:

  1. Determine mutually satisfying goals
  2. Establish and maintain rapport
  3. 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:

  • Reliability
  • Responsiveness
  • Accessibility
  • Safety
  • Courtesy
  • Consideration
  • Communication
  • Recognizing the customer
  • Competence
  • Responsiveness

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.

  • Specific
  • Measurable
  • Achievable
  • Relevant
  • Time-bound

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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