Oak Innovation: Customer Relationship Management Skills Training Course Material


Oak Innovation’s customer relationship management training content can be easily delivered across virtual classrooms, webinars as well as traditional classroom settings. Just add your logo and brand the content as your own.

What you’ll get:

  • 83-page facilitator manual
  • 67-page participant manual
  • 83 Powerpoint slides
  • Practical exercises
  • Reading list
  • Course evaluation form
  • Course action plan
All training course material instantly available after checkout

SKU: CRMA Category:


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

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.

This course material starts with the basics. You’ll can 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. Features include:

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

Benefits of this training course material

  • Instantly available
  • Freedom to add your logo
  • Brand everything as your own
  • Fully customizable
  • Deliver the course wherever you want
  • All content is developed by industry experts
  • Saves you time and effort
  • Affordable
  • No experience required

What our customers say

Oak Innovation is loved by industry-leading professionals all around the world.

As with every program I’ve purchased from your company, this one is comprehensive, detailed, in-depth. It gives me more than I need to conduct multiple trainings Thank you, again, for your awesome products.

Christy Crump, Crump & Associates

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.

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

Learn more

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

What you’ll get

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

Learning objectives

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 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.

$79.95Add to cart

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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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Oak Innovation: Customer Relationship Management Skills Training Course Material