"The Courseware To Train Others"
Now you can train others on how to effectively manage customer relationships.
We all know that customers are the core requirement for any business but too often we don't know how to manage customers effectively.
This customer relationship management training courseware takes a refreshing look at the key requirements for Customer Relationship Management efforts that effectively link organizations with their customers.
"Here's What You'll Receive"
Facilitator Manual You will receive a comprehensive facilitator manual that will guide you in running this training course. This manual is also fully customizable to allow you to meet the exact needs of your training group.
Participant Manual You will receive a detailed participant manual that is designed to stimulate participant learning and act as a reference point for their future learning. This manual is fully customizable to allow you to meet the exact needs of your training group. Print as many copies as required.
Powerpoint Slides We've created the slides so you don't have to. Slides can be opened in Microsoft Powerpoint. Slides are also customizable so that you can easily make any change you need to meet the exact needs of your training group.
Course Exercises Each course comes with carefully created exercises that encourage participants to apply their learning to their own organizations.
Course Outline Detailed course outline will help you maximize learning.
Course Advertorial Advertize your training internally or externally with this informative course advertorial.
Training Ice Breakers 21 icebreakers ready-to-use in any training session.
Training Games 21 training games ready-to-use in any training session.
Course Tests A Pre-Course test will help you evaluate your participants prior to the training and collect important information on participants needs and their current understanding of the course topic. A post-course test will evaluate participants learning at the end of the training.
Further Reading Provide your participants with a summary of additional materials on the subject matter.
Course Evaluation Provide you participants with a detailed evaluation tool to evaluate the effectiveness of the course.
Action Plan Provide your participants with an action plan that they can use to maximize their learning long after the course is over.
Expert Guides You will also recieve three informative expert guides on developing participation, evaluating training and listening skills that will help you maximize the learning in all your training sessions.
Detailed Learning Objectives
On completion of this training courseware participants will:
Understand what is Customer Relationship Management?
- Focus on Relationships
- How Does CRM Impact The Organization?
- Why Does The Organization Need CRM?
- CRM As A Product
- CRM As A Process
Identify Your Customers
- Identifying Your Customer
- Internal Customers
- External Customers
- Why Do We Need Customers?
- Customer Expectations
- Integrating The Customer
- Generating A Customer Focused Solution
Managing Your Customer
- Why Manage Customers?
- Pareto Principle
- Customer Value
- Hierarchy of Service
- Information Versus Knowledge
- Customer and Culture
Measuring CRM
- Characteristics of Excellent CRM
- Measuring Customer Service
- Problems in CRM
- Process Analysis in CRM
Standards and Continuous Improvement in CRM
- Standards
- The QCT Link in CRM
- Continuous Improvement in CRM
CRM as a Business Process
CRM, Communication and People
- Communication as a CRM Activity
- People and CRM
Additional Free Benefits
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Permission To Add Your Own Logos And Deliver The Learning Material As Your Own As Often As Required
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Unlimited Rights To Use Where, When And As Often As Required For Your Organization
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Permission To Customize, Adapt Or Modify To Meet Your Exact Training Requirements
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Detailed Learning Material Developed And Tested By Experts
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Instant Download After Placing Your Order
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Save Time, Money & Considerable Effort
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Generate New Income Streams By Increasing The Range Of Training Your Organization Can Offer
Testimonials
I could not be more pleased with the products I purchased and the service that accompanied it. I've been in the training business a long time ... and I can honestly say ... this is some of the best material I've seen and the price is absolutely outstanding.
Thank you for providing such a valuable service to those of us working front-line training and development!
Loretta Thirtyacre
Manager, Corporate Training and Development
COUNTRY Insurance and Financial Services
Illinois, US
Free Resources
When you register with Oak Training we will send you:
1. A Free Sample Course On Time Management & An OakTrainer Advantage Course On Coaching And Mentoring.
2. Samples Of All 52 Courses Currently Available From Oak Training.
3. Free Trainer Guides On:
- Listening Skills
- Developing Participation
- Evaluating Training
- Successful Icebreakers
- Training Games
4. A Special Gift That You Can Use When You Order From Oak Training.
Facilitator Manual
