Online Relationship Management eLearning

What is Emotional Intelligence What is Emotional Intelligence? Do you pay attention to your emotions and the feelings of those around you? The answer to this question can help you discover how in tune you are with your emotions and help determine your emotional intelligence quotient, or your EQ. Your emotional intelligence quotient is your capacity to reason and analyze emotional information. Becoming aware of your  more...

Identifying Managing Customer Expectations Identifying & Managing Customer Expectations Understanding your customers' expectations and behaviors is essential to implementing a successful customer-focused service approach. But how do you get to the core of what your customers truly value? This course explores what customers value from a service perspective and how to identify their needs and expectations. It also examines how you can  more...

Building Lasting Customer-Brand Relationships ...nships between a brand and its customers. Effective brand relationship management involves knowing a brand's customers and being aware of their changing needs and behaviors. It also involves looking for new ways to deepen the attachment between a brand and its customers. This course explores how customers connect with brands and provides an overview of actions you can take to develop a  more...

Customer-Focused Interaction ...a and wireless Internet. And they're integrating customer relationship management (CRM) with knowledge management to further support and enhance their existing efforts. This course provides insight into the role of social media and mobile technologies in supporting customer-focused service cultures. And it looks at how these technologies can generate a direct and positive impact on an  more...

SAP Customer Relationship Management CRM ...Relationship Management (CRM) SAP The SAP CRM module provides an organization with the tools to obtain, retain, and grow profitable customer relationships. An organization can use this module to effectively plan and manage marketing, sales, and service campaigns as well as analyze related processes. SAP CRM supports the entire customer relationship cycle, beginning with customer contact,  more...

SAP Supplier Relationship Management ...Relationship Management SAP Supplier relationship management (SRM) involves collaboration with suppliers that are crucial to the success of an enterprise. The goal of SRM is to maximize the value of the collaborative relationships with suppliers. SAP SRM represents a strategic approach to procurement and supply that is tightly integrated with other components of the SAP Business Suite.  more...

Evaluating Supplier Performance Managing Supplier Relationships ...ationships with them are essential activities in supplier relationship management. There are many types of supplier-related problems that you may have to deal with, and effective purchasing personnel use key performance criteria to analyze and track their suppliers' performance. Analysis of supplier performance can help you ensure that your company is getting the best value and service from  more...

Introduction to Customer Relationship Management CRM -Part 1 DISCONTINUED--Step into the world of CRM with this foundation course in Customer Relationship Management and learn how the practice of effective CRM can not only transform you into a highly successful business professional but also improve your company`s bottom line by helping you expand and retain your valuable customer base.  more...

Customer Relationship Management CRM -Part 2 DISCONTINUED--Advanced CRM is the second and final part of our program. The course will teach you how to independently develop a CRM plan for your organization after conducting a focused analysis of your organization`s business processes and customer profile.  more...

Advanced Customer Relationship Management -Part 2 ...file. This is an Instructor-Led course Advanced Customer Relationship Management (CRM)-Part 2 In todays highly competitive business environment, knowing your customers well and effectively interacting with them is a mission-critical exercise. This emphasis on developing and enhancing customer loyalty has evolved over the years and is now called Customer Relationship Management or CRM. CRM has  more...

Introduction to Customer Relationship Management-Part 1 ...lty has evolved over the years and is now called Customer Relationship Management or CRM. This is an Instructor-Led course. Introduction to Customer Relationship Management (CRM)-Part 1 In today?s highly competitive business environment, knowing your customers well and effectively interacting with them is a mission-critical exercise. This emphasis on developing and enhancing customer loyalty  more...

Build Your Own BIZ - Customer Service That Sells Develop an internal customer service culture that is dedicated to serving your customers. You will receive as a bonus 1 year unlimited access to this course from the day of enrollment. If attempting to accelerate your learning (1-2 weeks or less), please pay special attention to key points so you may successfully apply the information gained from this course to your particular business situation.  more...

The Contact Center and the Technical Support Agent ...upport has become a valuable resource. Driven by Customer Relationship Management (CRM) principles, this course explains how the role of the technical support agent (TSA) has changed as businesses realize the importance of CRM strategies to their survival. The first lesson examines the characteristics of the modern contact center as a customer-centric model. The second lesson explains how the  more...

Supply Chain Management Using Models ...s Business Allies Identify benefits of the Supplier Relationship Management (SRM) process. Identify steps in the SRM process. Identify key concepts related to the Customer Relationship Management (CRM) model. Identify steps in developing the CRM strategy. Identify steps in data acquisition and analysis. Match the product and service development activities with each level of  more...

SAP R 3 Supply Chain Management ...nciples of ERP. Supply Chain Planning Tools. Customer Relationship Management. System architectures. Internet Basics. Applications. SCM Tools offered by SAP. Sales Force Automation (SFA). Business Information Warehouse (BW). Advanced Planning and Optimization (APO). APO in Business Processes. Demand planning. Supply Network Planning and PP-DS. Supply Chain Cockpit.  more...

Customer Relationship Management Series The Customer Relationship Management Series includes the following courses: Customer Relationship Management: Fundamentals of CRM Customer Relationship Management: Implementing CRM Customer Relationship Management: eCRM To review individual course descriptions, please return to the previous page and select the desired title(s).  more...

mySAP com - Overview The Computer Based Training course (CBT) mySAP.com Overview aims to provide all employees of your company an introduction to SAP's answer to e-business, and the possibilities that mySAP.com offers. Trainees will be shown why mySAP.com was developed and the key components it contains. Furthermore, it shows how application hosting can be controlled throughout the system's entire life cycle,  more...

Customer Relationship Management CRM ...Relationship Management (CRM) - Overview introduces the trainee to the term Customer Relationship Management (CRM) and its objectives, as well as looking at the basic principles of SAP CRM and explaining what SAP CRM can be used for. Furthermore, the trainee will be introduced to the individual applications of CRM and their most important features. Learn To: o CRM and the SAP CRM System.  more...

mySAP CRM 3 0 Overview ...P CRM 3.0 Overview will introduce the trainee to Customer Relationship Management, and introduce him to the most important features of mySAP CRM 3.0. The trainee will be introduced to the procedure for creating a follow-up activity to an activity in the Customer Interaction Centre. Learn To: o CRM and the mySAP CRM System. o Customer Relationship Management. o Example Scenarios from  more...

mySAP EBP 3 0 Overview Self Service Desktop Buying ...and Desktop Buying will introduce the trainee to Supplier Relationship Management, and introduce him to the most important features of mySAP EBP 3.0, Enterprise Buyer Professional to purchase goods and services directly from his desk. The course will commence by providing an overview of the possible procurement structure of a company, continuing right through the selection of articles to be  more...

Customer Relationship Mgt Fundamentals of CRM ...Relationship Management: Fundamentals of CRM introduces the student to the benefits of creating customer loyalty, developing a market intelligence enterprise, and incorporating customer relationship management into your company. The program also details the three steps a company can take to create customer loyalty, the four marketing tiers, the four types of CRM, and the four steps of the CRM  more...

Customer Relationship Mgt Implementing CRM ...Relationship Management: Implementing CRM introduces the student to the goals of CRM, the costs of CRM, and ways to modify operations costs to become customer focused. The program also details CRM pre-implementation strategies, the CRM implementation process, and tactics used to test CRM. Learn To Identify ways to achieve CRM goals and focus on customers.  more...

Customer Relationship Mgt eCRM ...Relationship Management: eCRM introduces the students to managing customer relationships over the Internet. The program details the characteristics of eCRM, how departments can use eCRM to automate processes, and how to customize eCRM interfaces for each type of eCRM user. Learn To Identify the features of eCRM. Identify ways to  more...

SAP R 3 4 6 Curriculum ... SAP R/3 4.6 SD Customer Service Representative Customer Relationship Management SAP R/3 Business Warehouse Configuration Overview Business Information Warehouse Config II SAP Strategic Enterprise Management (SEM) SAP Advanced Planner & Optimizer (APO) - Overview mySAP.com Workplace Overview SAP R/3 FI AR / AP: Organization, Master Records and Posting SAP R/3 4.6 FI AR / AP:  more...

E-Business Part 7 Satisfying the Customer ...red in this course include marketing strategies, customer relationship management, and selling-chain management. In addition, students will focus on how to use an e-Business environment to better attract, retain, and satisfy customers. Learn To: a Identify techniques for using the Internet as a marketing tool. a Identify the elements required to build customers' trust. a  more...

E-Business Technology Fund Part 1 Architecture Building Blocks ...ormation, as well as some of the fundamentals of customer relationship management. Learn To To identify features of e-business. To match the phases of the e-business cycle with their characteristics. To match business goals with their key business processes. To identify features  more...

Customer Relationship Management - Fundamentals of CRM ...Relationship Management: Fundamentals of CRM introduces the student to the benefits of creating customer loyalty, developing a market intelligence enterprise, and incorporating customer relationship management into your company. The program also details the three steps a company can take to create customer loyalty, the four marketing tiers, the four types of CRM, and the four steps of the CRM  more...

Customer Relationship Management - Implementing CRM Customer Relationship Management: Implementing CRM introduces the student to the goals of CRM, the costs of CRM, and ways to modify operations costs to become customer focused. The program also details CRM pre-implementation strategies, the CRM implementation process, and tactics used to test CRM.  more...

Customer Relationship Management - eCRM Customer Relationship Management: eCRM introduces the students to managing customer relationships over the Internet. The program details the characteristics of eCRM, how departments can use eCRM to automate processes, and how to customize eCRM interfaces for each type of eCRM user.  more...

Relationship Management - Preparing the Client Relationship ...Relationship Management - Preparing the Client Relationship," you will learn about the importance of developing a relationship with a client in which you serve not as a salesperson, but as a trusted advisor. You will learn what unique needs clients have as a result of the Information Age and the importance that trust plays in turning clients into loyal customers. You will also learn what  more...

Relationship Management - Building the Client Relationship ...Relationship Management - Building the Client Relationship," you will learn about the importance of developing a relationship with a client in which you serve not as a salesperson, but as a trusted advisor. You will learn how to create and conduct an effective needs assessment and how to turn this needs assessment into a shared vision with your client. You will also learn specific action items  more...

Relationship Management - Maintaining the Client Relationship ...Relationship Management - Maintaining the Client Relationship," you will learn about the differences between short-term and long-term customer relationships, as well as the causes and advantages of these relationships. You will also identify methods of keeping and extending the client relationship into future endeavors. Finally, you will learn about techniques for measuring success in the  more...