Customer Relationship Management Skills Training Course Material


New: Your solution to presenting your own webinar, virtual training session, or traditional classroom session on customer-relationship skills (even if you have no experience).

  • Instantly available, saving you time and effort.
  • Everything you need, slide decks, manuals and guides.
  • Fully customizable, ready for any situation.
  • Brand as your own, just add your logo.
  • Easy to present, no experience required.
SKU: CRMA Category:

Everything you need

Your audience expects to develop excellent customer relationship management skills.

If they don’t, you could really disappoint them.

How do you get the content you need, without developing everything from scratch?

Well, you can use these training course materials to present your own training courses.

Let’s explore the training material in more detail.

And, how you will be able to use the content provided.

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.

We’ve divided this training course content into 3 key steps.

1. Focus on customer relationship management (CRM)

The opportunities for better customer relationship management skills are always present. But, starting out can be hard work without the right awareness and skills.

The first step is to put yourself in the shoes of your audience.

  • What are they struggling with?
  • What is working well?
  • How can their situation improve with new skills?

Here’s some more good news: You can deliver more for your audience if you get them to look at things a little differently.

Go the extra mile for your audience. Share that customers need to be the most valuable priority for a company. And, you can let this training content do the rest.

Here’s the breakdown. Use the content to:

  • Encourage your audience to view CRM as both a product and as a process.
  • Outline the constraints that can exist.

2. Introduce your audience to customer service within an organization

From the start of this part of the course, and all the way through the delivery, you’ll be able to use the content to:

  • Focus attention on customers and why we need them.
  • Explore what customers want, their expectations, and the concept of integration.
  • Discuss with your audience how well these processes work within their companies.
  • Highlight perspectives on selling within customer relationship management and how it fits within companies.

Sharing your personal experiences and reflections will make the content more meaningful.

3. How to generate a customer-focused solution

What’s the first thing a company should do before generating a customer-focused solution?

While some people may debate the question, we believe that the management of customers and knowing how to measure customer relationships are a good start.

In fact, generating a customer-focused solution does not need to be challenging.

Here’s how to do it.

Use the content provided to:

  1. Explore managing customers.
  2. Discuss how to measure CRM.
  3. Outline quality management skills and in particular standards and continuous improvement.
  4. Discuss the QCT Link and CRM as a business process.
  5. Examine aspects of communication and the impact of CRM failure on companies.

Make sure that you are always keeping a close eye on the needs of your audience. This will make them feel more connected. It will show that you care about their learning.

As a heads up, making the course memorable will also result in the development of more practical skills.

Order this training course material on customer relationship management skills now!

$79.00Add to cart

Bonus: Free expert training guides

Starting today, with all Oak Innovation training course products, you’ll receive eight free training guides that will help you add extra value to your training courses.

  • Training icebreakers.
  • How to select training materials.
  • Training games.
  • How to increase participation.
  • Learning how to improve your questioning skills.
  • How to improve your listening skills.
  • Learn how to deal with difficult people.
  • How to evaluate training courses.

Did you know …?

Did you know that we link our course development process with Google’s dynamic “people also ask” search feature?

That way, you get content that is always practical and relevant.

Here are the top searches that we’re seeing people asking about customer relationship management skills:

  1. How do you build relationships with customers?
  2. Why is CRM needed?
  3. What are the disadvantages of CRM?
  4. What are the benefits of CRM?
  5. What are the benefits of customer relationship management?
  6. What are the components of customer relationship management?
  7. What are the challenges of customer relationship management?
  8. What makes a good CRM manager?
  9. How do you build relationships with customers?
  10. What are the goals of CRM?

What our customers say

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 pieces of training 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

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Frequently asked 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.

Customer Relationship Management Training Materials
Customer Relationship Management Skills Training Course Material