CRM Skills.

Developing a customer relationship management workshop means organizing CRM concepts, preparing presentation slides, writing facilitator notes and designing customer-focused activities.

Rather than developing the course from the beginning, use Oak Innovation’s editable CRM materials and concentrate on the customer relationships and situations relevant to your participants.

Download the complete package, tailor the content to your team or clients and deliver CRM skills training using your own branding.

CRM Skills training pairs naturally with Customer Focus Skills, Managing Complaints, and Sales Skills for a wider look at managing valuable customer relationships.

Meet Our Customers.

 

What’s Covered.

1. Introduction to CRM (customer relationship management)

• Basic principles and applications of CRM.
• How CRM systems can be introduced within organizations.
• How CRM is both a product and a process.
• The most effective ways to deliver CRM systems.

2. What is customer service?

• Why we need customers.
• What customers want.
• The concept of integration.

3. What is the impact of CRM on the organization.

• What are the competencies required for an effective CRM process.

4. Customer perspectives

• Perspectives on selling within CRM environments.
• How CRM practice fits within companies.

5. Understanding a customer-focused solution

• How to manage customers and CRM systems.
• Quality management skills.
• Standards and continuous improvement.
• The relationship between the QCT link and CRM as a business process.
• The impact of CRM failure on companies.

No subscriptions. No recurring fees. No attribution required.

 

What Trainers Say.

★★★★★ “Well-structured series relevant to today’s HR professionals. Information is well-organized and easy to understand.” – Bernard Cronin, Director of HR, Apple.

★★★★★ “The content is incredibly relevant, well-structured, and grounded in sound training principles.” – James L. Steward.

★★★★★ “Very comprehensive. Support tools provided were impressive. Notes for facilitator were simple and easy to follow.” – Tracey O’Shea, Leadership Development, Forest Laboratories.

★★★★★ “As a trainer, I appreciate the trainer background materials so I can study the details and background.” – Andrea Chisholm, Critical Success Consulting.

 

Get Instant Access

83 slides • 75-page guide • 58-page workbook • 17 activities • Instant download • Use forever

 

Meet Our Customers.

 

Explore More Courses.