Online courses directory (19947)

The free online course Customer Relationship Management in Business Services focuses on how businesses can achieve excellence in customer relationships by designing and developing effective and efficient service processes for their customers. The course begins by showing you how fluctuating demand from customers for a service can be addressed by businesses by managing capacity within the service process they offer to their customers. You will then learn how businesses can use marketing elements to shape demand patterns for a service. You will learn about consumer behaviour and how important elements of service processes such as queuing and waiting lines can be re-designed to greatly improve customer experience and also increase service productivity and efficiency. You will also learn about The Three-Stage Model of Service Consumption and how this model allows service managers set objectives and shape consumer behaviour in a targeted manner. Finally, you will learn about self-service technologies (SSTs) and co-creation of business services and how these methods are the ultimate form of customer involvement in a business service when used appropriately. The course uses real-world examples throughout to demonstrate how service businesses and service organisations around the world achieve excellence in their customer relationships. This course will be of great interest to all professionals working in service businesses and service management and who would like to learn more about creating business services that go beyond customer satisfaction and achieve customer delight. <br />

Tutorial on how to develop a customer segmentation solution with Latent Class Analysis approach in SAS

Learn tools to segment the market and earn credit toward a certificate in Data-Driven Marketing from Cornell University

Marketing isn’t all business. It’s also an art—and definitely a science (especially when you focus on the data). Enroll in this course and learn how to take a scientific approach when it comes to targeting market segments. Through cluster analysis, you’ll form data-driven hypotheses, so you can zero in on the greatest potential for profitability, and become the mad scientist of marketing campaigns. Enrollment cost: $199.00 Students who successfully complete this course will receive a letter of completion. Note: This course is non-refundable.

Learn about work in customer service, methods for successful customer relations, and career advancement tactics.

An introductory course about understanding the foundations of Communication Strategies in Customer Service.

An introductory course about the definition and types of conflict and the importance of communication in resolving it.

An introductory course about understanding the foundations of Contact Centers in Customer Service.

An introductory course about understanding the management of customer relationship and its different types.

An introductory course about understanding decision making and assertiveness in Customer Service.

An introductory course about understanding retail in customer service and its the developments and trends.

An introductory course about learning to prepare, build and deliver a presentation to have a better customer service.

An expert level course about further understanding Customer Service in terms of leadership roles and team work.

An introductory course about understanding the foundations of Customer Service.

An introduction to customer service and its importance in any business.

Learn the basics of customer service its practical application by taking this customer service course.

Good customer service is vital for all businesses, large or small. It can have a direct impact on customer loyalty and where potential customers choose to spend their money. Simply put, the higher quality customer service you provide, the higher level of customer satisfaction you will enjoy, and that will translate into repeat business and more revenue.<br /><br />This free online course from ALISON introduces the basic concepts of customer service and dives into effective customer service techniques and practices. It will benefit anyone who deals directly with a business or organization’s customers.<br /><br />Gain thorough knowledge and understanding of customer service practices and become confident in handling enquiries, complaints, and communications.<br />

Addressing real customer needs is the core factor of managing innovation successfully. Exactly this is the task of the first stages of an innovation project, also called the Frontend of Innovation (FEI). In this course, you will learn about key concepts and methods of generating customer-centric business ideas and innovative concepts.

Often, the first stages of an innovation project are called "fuzzy", as they are considered to be less structured and less predictable. However, after studying this course, you will get a different perspective: The Frontend of Innovation indeed can be managed by skill and dedicated methods and does not need to rely on luck.

You’ll study sources of information on customer needs as well as different approaches to market research and customer co-creation. In addition, the course reviews the latest methods for generating market insights and how to turn them into promising concepts prior to entering the formal product development process.

You will learn screening activities and how to evaluate concepts based on concept testing with customers or rapid experimentation. This course will also connect theories of innovation and various models, explaining innovation success with actionable knowledge for industry practice.

Besides the online lectures, participants will engage in a series of individual and group exercises that will help deepen their understanding of the topic at hand. Real-life case studies and examples from companies will be used to help participants better prepare for actual situations. In addition, the concepts will be discussed in relation to their theoretical grounding in academic literature.

This course is part of the "Managing Technology & Innovation: How to deal with disruptive change" MicroMasters program designed to teach the critical skills needed to be successful in this exciting field. In order to qualify for the MicroMasters Credential, you will need to earn a Verified Certificate in each of the six courses of the RWTHx MicroMasters program.

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A graduate level course on convex optimization, with applications in signal processing, machine learning, control, finance, and other areas.