Imagine that, as an HRM professional, you have been contracted to institute a training program on customer relations within an organization. You request to see the organization's latest needs assessment indicating that this type of training is necessary. You are informed that such an assessment does not exist. explain in details with references by discussing the following questions:

• What would you share with the CEO to convey the importance of a needs assessment?
• If you had to develop the training program without the needs assessment, how would you proceed to ensure the training met the needs of the organization?
• What are some key steps would you take to design, deliver, and evaluate the effectiveness of the program?