Description

Digital channels have become a reality in the world of customer relations and customers are increasingly using these media to communicate quickly with their suppliers. Demanding customers, for whom the web relationship is an essential component of their customer experience. This training in digital customer relations for web advisors provides you with the essential practices to understand the connected customer, communicate and interact effectively with them, and convey a good image of your company on the web.

Who is this training for ?

Training objectives

Understand the challenges of digital customer relations.
Adapt your communication to the channels.
Guarantee the satisfaction of the connected customer.
Prevent disputes.

Training program

Before the face-to-face

• Un diagnostic.

Understanding the expectations of the connected customer

• The connected customer and their purchasing journey.
• Customer typologies.
• Distinguishing between synchronous and asynchronous communication.

Communicate in writing with the connected customer

• Make yourself understood.
• Take your recipient into account.
• Use dynamic sentences and expressions.
• Learn to be clear, short and concise.
• Respect the codes of each channel.

Lead the exchange online

• Analyze the customer's request.
• Clarify without irritating the customer.
• Know how to rephrase simply.
• Finalize the exchange and finish on a positive note.
• Obtain customer feedback on their response.

Prevent and manage delicate situations

• Quickly identify the risk of conflict or litigation.
• Adapt your response to the level of urgency.
• 'Listen' to the irritated customer.
• Provide an appropriate response in substance and form.
• Reply to a complaint on Twitter, Facebook.

After face-to-face, implementation in a work situation

• A strengthening program: "One challenge per week for 7 weeks" and an e-learning module: "Respond to a customer request by email or chat".

Description

Business experts, production engineers, technical consultants... all participate in the image, the promotion of know-how and the quality of service of the company. The technical expert is by definition called upon for his technical knowledge. He is usually responsible for examining a situation, assessing it, developing a solution, implementing it, and determining its value. This training in communication with customers will provide experts and engineers with the relational know-how to succeed in their technical intervention by adding social skills to their technical expertise.

Who is this training for ?

Training objectives

Strengthen your relational effectiveness in contacts with customers.
Work in synergy with salespeople.
Develop the qualities that build customer loyalty.

Training program

Add the relational dimension to your expertise

• Formalize the challenges of customer relations: image, turnover, loyalty.
• Clarify the expert's contribution to customer relations.
• The place of the expert in the customer journey.
• The project through the eyes of the customer.

Communicate better face-to-face with a customer

• Distinguish between the operational objective and the relational objective.
• Establish contact, foster trust.
• Detect the customer's expectations and problems.
• Promote the technical solution.
• Accept criticism and objections, handle them flexibly.

Intervene successfully in pre-sales with salespeople

• Share useful information.
• Divide roles.
• Expose the "just enough" of the technique by focusing on "added value for the customer".
• How to react if the salesperson gives incorrect information.

Master customer relations in the production and after-sales phases

• Identify the importance of these stages for the client.
• Initiate useful contacts and frame the expected intervention.
• Maintain contact until the end of his intervention.
• Dealing with delicate situations: delay, bad news; aggressive interlocutors, in bad faith; unacceptable customer dissatisfaction.

Remote activity

• Three modules: "The art of conviction through listening. Go. A"; "The art of conviction through listening. Go. B" and "Arguing according to the customer profile".

Description

Customer orientation is both a way of thinking and a source of motivation that the customer instantly perceives in the gestures and words of his interlocutor. This training helps anyone in contact with customers to generate a successful service experience, by combining the 'click' of customer orientation and relational techniques to provide the expected service and convey a remarkable image of themselves and their business.

Who is this training for ?

Training objectives

Develop service attitudes.
Make contact in an efficient and rewarding way.
Be customer-oriented in your customer contacts.
Face positively suggestions and manifestations of customer dissatisfaction.

Training program

Position yourself in customer relations

• Experience the customer journey to better understand them.
• Identify the challenges of customer satisfaction.
• Identify the level of requirements.

Contribute to a successful customer experience

• Define the keys to a successful customer experience.
• Know the sources of customer dissatisfaction and satisfaction.
• Distinguish between operational and relational expectations.
• Locate your role in customer satisfaction.

Offer the customer a positive image of the company

• Take care of the quality of your welcome to facilitate communication.
• Represent the company from the first moments.
• Welcome the customer's request with empathy and facilitate its expression.

Dealing with customer demands with empathy

• Diagnose the need: exceed the expressed request.
• Take charge of the request by generating customer confidence.
• Highlight the solution provided by remaining oriented on the client's motivations.

Transform a dissatisfied customer into a satisfied customer to improve loyalty

• Adopt a positive attitude in the face of discontent.
• Defuse tensions.
• Analyze the source of discontent carefully.
• Apply the 7 golden rules for resolving a dispute.

Remote activity

• A training module: "Arguing based on the customer profile".

Description

The expression of criticism, insults and threats, the manifestation of incivility towards professionals in contact with clients are increasing. This training in managing customer aggression allows participants to take a step back and acquire tools to help them better control their emotions, defuse the escalation of violence, and reestablish positive communication. Participants practice identifying warning signs of incivility. To better prevent and control it.

Who is this training for ?

Training objectives

Know yourself better in the face of customer aggression.
Acquire the appropriate communication tools.
Recover your serenity after incivility.
Prevent and anticipate escalation.

Training program

Better understand aggressiveness in customer relationships

• Name situations of aggression: from incivility to customer violence.
• Identify the factors of aggression: individual, social, commercial.
• Observe your own experience and that of the client in the face of aggression: perceptions and emotions, representations and opinions.

Dealing with a situation of incivility: the ERIC method

• Listen and hear the message: de-escalation.
• Summarize the relevant elements to take into account.
• Reformulate what is problematic to calm things down
• Involve your interlocutor in the search for solutions.
• Confirm decisions.

Maintain and regain calm during a difficult customer situation

• Maintain your emotional stability: breathing and posture.
• Know how to call on third parties.
• Dare to communicate, talk about it: debriefing with yourself, your hierarchy , colleagues.

Prevent the risks of customer incivility and better anticipate them

• List the situations that arouse dissatisfaction and anger.
• The micro-signals that are precursors to a manifestation of incivility.
• Act to prevent: the tools.
• Use the strength of the team to manage customer incivility.

Remote activities

• Three e-learning modules: "The impact of emotions in a professional situation. Go. A" ; "The impact of emotions in a professional situation. Go. B" and "Control your emotions".

Description

This training for hotliners takes place in the context of increased competition and a greater desire by companies to differentiate themselves through customer relations. Establishing a relationship of trust while managing your stress and that of your interlocutors is an essential prerequisite for effective and satisfactory telephone assistance. User assistance, online troubleshooting, user support and training... are all services associated with the product. For the hotliner, it is a matter of solving the user's concrete problem, promoting their service provision and contributing to the excellence of the brand image.

Who is this training for ?

Training objectives

Conduct a support call methodically.
Develop behaviors close to customers.
Control difficult situations common on the hotline.

Training program

Adapt to the needs of the customer requesting assistance

• Avoid the pitfalls of the telephone.
• Distinguish between technical and relational expectations of customers.
• Know how to deal with both customer expectations.
• Update in a practical workshop situation: communication on the telephone.

Handle customer support request efficiently

• Succeed in making contact: the presentation, the words that establish a climate of trust.
• Ask the relevant questions to diagnose the request.
• Dialogue while talking focusing on the essential and the search for solutions.
• Explain the solution or the procedure to follow effectively.
• End the interview by leaving a 'last good impression'.
• Practical workshop setting: construction of your call guide.

Develop a remarkable service relationship

• Scenario Scenarios: diagnose a problem, provide a solution.
• Put yourself in your customer's shoes and reassure them.
• Avoid behavior which penalize the relationship.
• Effectively manage the customer's unpleasant remarks.

Dealing with difficult situations at the hotline

• Support the customer's technical handling remotely.
• How to proceed when the customer's request cannot be met immediately.
• Know how to say no to a request while preserving the relationship.
• What to do when the customer gives criticism.
• Dealing with the aggressiveness and pressure of certain customers.
• Mise in situation Training on participants' difficult cases.

Description

'The customer at the heart of the company' is the maxim of companies that have integrated the new directions that lead to success. All employees must know how to communicate with their internal or external customers. When communication techniques are mastered, experience remains the missing link in customer satisfaction. Resolutely active, this training in customer relations practices is based on video and telephone scenarios allowing realistic training on specific cases. Objective: become an expert in all customer relationship situations.

Who is this training for ?

Training objectives

Become an expert in all customer relationship situations.
Develop reflexes in stressful situations.
Preserve customer relationships in cases of tension.

Training program

Make a difference in simple situations

• The importance of voice and choice of words.
• Introduce yourself.
• Direct towards the right interlocutor.
• Implementation situation Posture workouts.

Provide good advice in commercial situations

• Detect the needs and motivations of the customer.
• Provide the solution to the customer by giving the choice.
• The formulas to favor, the words and expressions to avoid .
• Be yourself while representing the company.
• Scenario Exercise to discover effective practices.

Defuse tense situations

• Scenario Individual micro-situations filmed.
• Breaking bad news.
• Negotiating a deadline.
• Acting to lead towards solution.

Manage disputes well to retain customer loyalty

• Detect and carefully analyze the source of dissatisfaction.
• Listen carefully to better handle the dispute.
• Propose satisfactory solutions for the customer and for the company.
• Scenario: Self-diagnosis of behavior. Training on participants' cases.

Bring together internal customers

• Measure the issue of the relationship.
• Formulate a request, explain the issue.
• Thank you and preserve the relationship.
• Scenario Exercise: the missing link.

Description

This certification training is eligible for the CPF because it is backed by Partial Certification 3: Developing effective communication with your team, within the overall certification: Local management - Partial FFP certification. CPF code: 236331. As part of funding for training by the CPF (see "Funding" tab), taking the remote certification exam is required (without passing the condition). The exam is accessible upon completion of the in-person session. This training emphasizes the effectiveness of the local manager in his relationships and communication with his team and with his hierarchy. Thanks to the tools and numerous training sessions offered, it provides operational support for the manager in a training situation which promotes ownership. It allows you to work on the communication situations encountered by the manager in their professional environment. It provides concrete answers to questions: how to communicate effectively with your hierarchy and your team and how to adapt, convince, mobilize, listen, explain, etc.

Who is this training for ?

Training objectives

Succeed in your daily communication.
Address delicate situations effectively.
Adapt your mode of communication to your different interlocutors.
Develop your interpersonal skills in different management situations.

Training program

Take ownership of the collective and transversal issues of customer relationship management. Integrate the issues of customer loyalty.

• days of classroom training Understand what distinguishes customer satisfaction, preference and loyalty.
• Identify the skills that build customer loyalty.

Contribute to the continuous improvement of service quality with your team

• Customer journey, processes and team contributions.
• Self-positioning: are my managerial practices customer-oriented? Listening to the customer: satisfaction, verbatim, complaints.
• Base the progress plan on customer expectations.

Building at

• Customer culture of its employees Help the team understand its contribution.
• Stimulate curiosity about the competition and the market.
• Train “professional” employees » and close to customers.

Develop the Pro-activity of your team

• Position customer satisfaction at the heart of the mission of the employee and the team.
• Productivity, quality of service and customer satisfaction.
• Make a player its employees by giving them room for maneuver.

The Enthusiasm of employees, a key to enthusing customers Develop exemplary behavior and solidarity.

• Cooperate yourself in resolving problems that do not depend on employees.
• Develop your team's pride in the company's strengths and commercial successes.
• Advancing customer enthusiasm in approaches.
• Customer enthusiasm: an individual and collective conquest.
• Complaints in lasting customer relationships Place the processing of complaints at the top of your priorities.
• Transform the complaint as an opportunity to build loyalty.
• Implement the complaints processing process.
• Increase the customer loyalty rate.
• Dynamize cooperation by internal for the customer Define customer enthusiasm: a collective challenge.
• Share the same vision of the customer within the teams.
• Contractualize your internal services.
• Create the conditions for cooperation around the customer.

Description

Succeeding in their new role represents a major challenge for the recently promoted supervisor as well as for their company. In this management position, he exercises a control and team leadership function. He guarantees the effectiveness of a team committed to customer satisfaction and the development of its skills. This training for call center supervisors emphasizes the conduct of key acts of local management of telephone advisors.

Who is this training for ?

Training objectives

Supervise the telephone advisors and the team.
Acquire the methods for effective supervision.
Lead the team and give meaning to the work.

Training program

Succeed in taking up your position

• Distinguish the objectives: sales, productivity, customer satisfaction; activities and skills.
• Understand the expectations of the Plateau Manager and those of the telephone advisors.
• Position yourself in relation to your new team.
• Establish your authority as a manager.
• Plan your activities.

Manage team performance

• Be part of the organization of the center: call flow; planning of telephone advisors; management of versatility.
• Build your dashboard.
• Analyze the gaps and develop the team's diagnosis.
• Propose corrective actions.
• Conduct the performance interview: take stock; know how to congratulate or reframe.

Advance the skills of your employees

• Linking performance to skills: the supervisor's TAM.
• Carry out double listening.
• Conduct the debrief.
• Organize progress : share know-how; facilitate versatility.

Motivate your team on a daily basis

• Give a 'customer-oriented' meaning to a procedure, a rule to respect.
• Mobilize the group: meetings; briefs; campaign launch...
• Involve everyone with individual motivation levers.
• Reframe, congratulate.

Remote activities

• Three e-learning modules "Succeed in your first managerial role. Go. A" ; "Succeed in your first role as manager. Go. B" and "Management styles".

Description

The Customer Relations Manager function is establishing itself within companies and organizations. This training cycle covers all facets and allows you to take ownership of all the missions with a global and structured vision. This cycle is the complete training to succeed in the role of Customer Relations Manager or to implement the tools and methods of customer culture in your company.

Who is this training for ?

Training objectives

Acquire methods and tools to develop the company's relationship with its customers: customer listening; claims processing ; customer experience and quality of service; performance management.
Motivate your teams to fully satisfy and retain customers.
Advance your internal customer relations project.

Training program

Before the face-to-face

• A self-diagnosis.

Understand current customer behaviors

• The expectations of the 'actor' and omnichannel customer.
• Know your target: use studies.

Identify the challenges of customer relations for the company

• The context of digital transformation.
• Distinguishing satisfaction and loyalty.
• The economic issue of customer preference.

Master the basics of relationship marketing

• Measure customer capital: current, potential and long-term value.
• Segment: valuable customers.
• Customer life cycle, customer journey and customer experience: three notions to distinguish.

Optimize and coordinate communication channels with the customer

• The different cross-channel strategies.
• Facilitate and enrich the customer's cross-channel experience.

Dialogue with your customers: new tools

• Digital customer relations: web, mobile, social media, connected objects.
• The contribution of social media: uses, advantages and limits.

Remote activity

• An expert: "Building the customer journey".
• Practical application: Before part 2: diagnose the maturity of the Customer Relations project in your company and start the plan 'shares.

Organize listening to the Voice of the Customer

• Define your customer listening strategy.
• Know the different customer listening systems.

From collecting the Voice of the Customer to identifying expectations

• Distinguish between types of expectations.
• Prioritize customer expectations.
• Establish the expectations diagram on the customer journey.
• Build your personas.

Formulate an attractive service promise

• Base the promise on the customer's expectations.
• Write your service commitments.

Keeping your service promise: process control

• Identify customer experience metrics.
• How to ensure satisfaction "the first time".

Make complaints processing a lever for customer satisfaction

• Relay the "Voice of the customer" to top management.
• Complaints, a cross-functional issue
• Complaints management approach and tools.

Manage continuous progress in service quality

• Check the application of service standards: mystery shoppers, internal audits, etc.
• Create a progress action plan:
• Indicators, progress objectives, action plan, follow-up.

Remote activities

• To apply good practices and training acquired: two e-learning modules "Problem-solving tools and methods. Go. A" and "Problem solving tools and methods. Go. B".
• Practical application: Before part 3: identify the communication channels in the customer journey, initiate or improve the customer listening system.

Manage a customer relations center

• Reconcile productivity, performance and customer relations: choose the indicators.
• Manage human capital: recruitment, integration, career path, training, mobility.
• Mobilize employees plateaus and maintain the quality of the social climate.

Develop the skills of supervisors and business supports

• Develop managerial exemplarity in customer relations.
• Coach your field managers.
• Develop team spirit.

Develop customer culture at all levels

• Dialogue with other departments of the company.
• Communicate to support customer relations internally.
• Influence without statutory authority, act transversally.
• Communicate successes, carry out the Customer Relations project.
• Support change, manage resistance.

After face-to-face - Implementation in a work situation

• A reinforcement program: "Influence & persuasion: obtain the support of your interlocutors".

Description

"The customer at the heart of the company" is the maxim of companies that have integrated the new directions that lead to success. All employees must know how to communicate with their internal or external customers. When communication techniques are mastered, experience remains the missing link in customer satisfaction. Resolutely active, this training in customer relations practices is based on scenarios allowing realistic training on particular cases. Objective: become an expert in all customer relationship situations.

Who is this training for ?

Training objectives

• Understand the mechanism of customer satisfaction
  
• Identify the practices and qualities that build customer loyalty
  
• Gain the ability to influence
  
• Create customer trust
  
• Develop a quality of contact that makes the difference
  
• Develop active and empathetic listening
  

Training program

Understanding the drivers of trust in your service relationship

• Distinguish sympathy and empathy.
• Succeed in the first moments.
• Create the conditions for mutual trust.
• Develop active listening in his service relationship: listening, reformulation, posture.

Offer an empathetic presence to your client

• Respect the social codes of entering into a relationship.
• Integrate the impact of emotions on interpersonal communication.
• Provide respect and consideration to the customer.
• Develop customer confidence during the exchange.

Actively engage in customer service Link your mission to the company's ambition.

• Hold your place in front of the client.
• Conduct the interview in stages.

Influencing customers with integrity

• Aim for sales and lasting decisions.
• Highlight yourself, your business, your service through the choice of words.
• Create awareness customer support through the method of structured argumentation.

Anchor customer preference

• Always validate customer satisfaction.
• Dare to advise your customers.
• Anticipate, solicit...
• and know how to surprise.
• Preserve the long-term relationship in delicate situations.
• e-learning modules from 0™ Your client and you: trust objective Identify the challenges of contacts with the client.
• Make a successful interpersonal encounter.
• Establish communication close to the client.
• Restore balance in sensitive situations.
• Your client and you : listening objective Define the conditions favorable to the customer's expression when making contact.
• Master questioning.
• Manage obstacles to mutual understanding.
• Provide empathetic listening thanks to appropriate techniques.
• Your client and you: objective of adhesion Building on the client's needs.
• Satisfy by promoting client benefits .
• Use vocabulary that demonstrates the spirit of service.
• Build customer loyalty even in a stuck situation.

Description

The satisfaction of external customers is a major and unavoidable issue. And we know today that, in an integrated vision, good internal customer-supplier relationships will impact external customer relationships and contribute to the overall performance of the company. This 2-day training focused on the internal service relationship is built around three key elements which contribute to a better quality of internal exchanges: understanding one's place in the service chain, presence with others, commitment individual in the service relationship.

Who is this training for ?

Training objectives

Take your place in the service relationship.
Establish and maintain a quality service relationship.
Foster internal customer satisfaction.

Training program

Before the face-to-face

• A questionnaire to define your objectives and prepare for your training.

Understanding the drivers of trust in your service relationship

• Distinguish explicit expectations from implicit expectations of your interlocutors.
• Identify all opportunities to satisfy your interlocutors: customer journey and moments of truth.
• Position your own role.
• Locate your zone of influence.
• Identify the stages of the meeting.

Offer an empathetic presence to your interlocutor

• Distinguish between sympathy and empathy.
• Succeed in the first moments of the relationship.
• Create the conditions for mutual trust.
• Develop a active listening in one's service relationship: listening, reformulation, posture.

Actively engage in your service relationship

• Link your mission to the company's ambition.
• Hold your place in the service relationship.
• Conduct the interview in stages.
• Create support.

Anchor the satisfaction of your interlocutors

• Anticipate and follow up.
• Preserve the long-term relationship in delicate situations.
• Positive each difficult situation.

After face-to-face, implementation in a work situation

Description

Technicians contribute very strongly to the company's brand image when their relational service is as successful as their technical intervention. This training of technicians in customer relations, more relevant than ever, demystifies their 'commercial' role. Better equipped for customer communication, the technician increases the impact of his interventions. In addition to its technical added value, it leaves the customer with the memory of a reassuring presence and remarkable quality of service.

Who is this training for ?

Training objectives

Satisfy with the service provided to the customer.
Build customer loyalty through the quality of the relationship.
Manage complaints and disputes commercially.

Training program

Represent your company from the moment you make contact

• Integrate the dual challenge of the technician: satisfy through the service provided to the customer; build loyalty through the quality of the relationship.
• Master the X 0 of the first moments of the relationship.
• Successfully make contact: presentation; words that build confidence.

Collect information before the intervention

• Carry out the technical diagnosis.
• Personalize the relationship: listen actively; stay close while avoiding jargon.
• Take a 'solution' approach: from the diagnosis of needs to technical intervention.

Respond to customer request

• Give a demonstration.
• Simply explain the problem and propose solutions.
• Reply to the objection without aggression or timidity.

Strengthen the relationship before leaving

• Dare to say no to an 'offside' request while preserving the relationship.
• Review the intervention with the client.
• Take leave leaving a 'last good impression'.

Dealing with delicate situations

• Deal with the aggressive, bad faith, contemptuous customer...
• Assert yourself gently when the customer exerts pressure.
• Take into account the request to maintain the relationship.
• Manage the complaint.

Description

Telephone advisor, sales assistant, customer reception manager, everyone contributes to the company's brand image through the quality of the telephone contacts they maintain with their customers. The telephone is a commonplace means of communication but it is full of unsuspected pitfalls! This customer relations training by telephone highlights the 7 gifts to give to the customer: 7 key qualities to avoid errors which can be fatal and above all, to leave customers with a remarkable memory of their care.

Who is this training for ?

Training objectives

Manage all calls efficiently

Deal with difficult situations commercially

Transmit the image of a company focused on customer satisfaction

Training program

C for Communicator

• Take into account the particularities of the telephone.
• Appropriate the principles of effective communication.
• Scenario Communication exercises on the telephone.

A as Ambassador

• Represent your company and its products.
• Promote your company and yourself: the 4 Ps.
• Scenario Exercise: the key words to promote his company.

D for Available

• Scenario Training in making contact.
• Make the customer want to.

E for Listen

• Identify the need through targeted questioning.
• Use reformulation to build confidence.
• Scenario Training in questioning on the participants' cases.

A for Membership

• Communicate to convince.
• Promote the identified solution.
• Know how to transfer and put on hold.
• Scenario Training: convince the customer.

U for Unison

• Conclude the conversation by emphasizing what has been decided and the next steps to be taken.
• Procite the decision.
• Validate customer satisfaction.
• Take your leave cordially.
• Scenario Call conclusion exercise.

X like XXL in delicate situations

• Differentiate between dissatisfaction, complaint and conflict.
• Move from a problematic situation to a relationship that builds customer loyalty.
• Tactfully announce changes to delivery times , after-sales service intervention, a price increase, request payment.
• Scenario Training on difficult cases / Summary exercise: "Mastering everything".

Description

Customer relations by telephone sometimes become a real ordeal. Aggression, irony, tension, sarcasm, all customer behaviors are becoming more and more frequent. How to stay calm in all circumstances? How to reestablish a constructive and respectful relationship? How to rebuild a relationship of trust? This customer relations training by telephone helps you develop the attitudes and reflexes to deal with and overcome customer aggression.

Who is this training for ?

Training objectives

Understand the mechanisms of aggression.
Manage your own fears.
Acquire methods and reflexes to deal with any type of difficult call.

Training program

List customer issues and their expectations

• Share the issues of dispute in the relationship.
• Understand the drivers of customer motivation.
• Identify the customer issues at the origin of the conflict.
• Practical work: In a subgroup, analyze customer issues in different situations brought by the participants with the SONCAS method.

Apply the principles of efficiency in customer relations

• Classify the different behaviors of dissatisfied customers.
• Integrate the difference in advisor/customer reference frame.
• Differentiate between request and need.
• Differentiate between the customer, the situation, La Poste and yourself.
• Divide the interview into 4 stages: Situation, Difficulties, Solutions, Contractualization.
• Practical work: Analysis of difficult calls on cases brought by participants.

Get out of the stress linked to the situation

• Determine your antidotes to stress in difficult situations.
• Recognize yourself in one of the "typical" customer advisor profiles.
• Discover your stress triggers in customer relations.
• Identify your reactions under stress.
• Regain personal security through a personalized resource location
• Practical work: Role plays advisor/client to practice managing stress.

Develop customer-oriented behaviors

• Manage the client's aggressiveness using assertiveness tools: the sphinx, the cushion, understanding attitudes….
• Practical work: Role plays with situations provided by the participants.
• Regain control of the call.
• Know how to say no if necessary.
• Refocus on the customer and the response to be given.

Use advanced tools to handle the toughest situations

• Use different forms of reformulation.
• Practice techniques for reframing content and meaning.
• Practical work: Learn an effective and rapid method of mutual aid between colleagues.
• Handle an offensive or insulting call calmly and firmly.
• Develop mutual aid between advisors.
• Practical work: Practice various methods of positive visualization allowing you to maintain a positive presence on a daily basis.

Implement your action plan

• Capitalize on your strengths.
• Revisit the tools learned in training.
• Create your action plan to immediately apply this training.

Description

Complaints, when handled well, are a real opportunity to consolidate the relationship with the customer. Training customer service in complaints management is crucial to retaining customers. This complaints processing training provides tools, methods and interpersonal behaviors to effectively manage complaints, face-to-face, by telephone, in writing. To move from customer dissatisfaction to customer satisfaction... and even customer enthusiasm!

Who is this training for ?

Training objectives

Provide satisfactory solutions to each complaint.
Arguing solutions to retain customers.
Adapting your behavior to different channels.

Training program

Before the face-to-face

• A self-diagnosis.
• An introductory video: "The new heroes".

Handle each complaint to retain customer loyalty

• Understand the state of mind and expectations of the customer who is complaining.
• The emotional dimension.
• Choose the most suitable channel.
• Workshop scenario: if I were the client.

Construct and argue a satisfactory solution

• Carry out the interview without being subjected to it.
• Reduce tension.
• Agree on the objective.
• Negotiate a solution.
• Training scenario: handling a complaint.

Make a difference through your relational behaviors

• Remain in control.
• Deal with aggressiveness or manipulation from customers.
• Personalize the relationship.
• Implementation situation Scenario: dare to say.

Optimize the quality of written responses to complaints

• Analyze the complaint.
• Reply with the P.P.F. plan.
• Lighten the style.
• Write an email.
• Scenario Application on the participants' writings.

Contribute to improving the quality of service

• Report complaints.
• Alert of a malfunction.

After face-to-face, implementation in a work situation

• A strengthening program and three training modules: "Develop your assertiveness" Level 1, 2 and 3.

Description

Each manager is responsible for deploying the strategic choices of their company. This deployment requires the establishment of a system of relevant individual and collective objectives. Mobilizing the team around these objectives, creating the dynamic and ensuring the support necessary to achieve them are all challenges to which this 2-day training provides operational answers.

Who is this training for ?

Training objectives

Make the objectives a real steering and management tool.
Create the conditions for the team's support for the objectives.
Mobilize employees to achieve their objectives.
Capitalize on the monitoring and assessment of results.

Training program

Make objectives a real steering and management tool

• Locate the objectives in the management system of your company and that of your team.
• Identify the issues linked to management by objectives.
• Define the key characteristics of an effective objective.
• Choose the different categories of objectives to set for your colleagues.

Create the conditions for the team's adherence to the objectives

• Get the team to adhere to the collective objectives.
• Highlight the factors promoting collective performance.
• Communicate the objectives by ensuring that the goals and the issues are understood.
• Communicate individual objectives effectively.
• Clarify what is negotiable.
• Establish common references with colleagues.

Support employees in achieving their objectives

• Recognize individual and collective skills.
• Assess the professional maturity of employees to individualize objectives.
• Take into account the relational maturity of your employees in interviews setting objectives.
• Establish a relevant objective monitoring system.
• Carry out milestone reviews and an effective final assessment.
• Adapt your feedback results.
• Give constructive feedback.

Description

Rapid processing of unpaid debts prevents them from turning into permanent losses. The company that organizes itself to prevent and amicably handle its late payments minimizes the financial impact and gives its customers the image of a well-managed company. This certifying cycle firstly helps the collection manager to organize his follow-up actions: reminder schedule, interaction with salespeople, handling of disputes, etc. It then helps him to carry out effective telephone follow-up actions, combining firmness and courtesy, in handling difficult situations. Finally, it allows it to handle simple disputes itself such as orders to pay and to manage the consequences of its customers' cessation of payment.

Who is this training for ?

Training objectives

Organize the amicable recovery of customer debts.
Provide protective clauses for amicable and contentious recovery.
Create an active dispute management circuit.
Create an active dispute management circuit. Create the credit function dashboard.
Carry out your telephone follow-up actions correctly.
Assert yourself by preserving the commercial relationship.
Know how to deal with difficult situations.
Constitute a legal recovery file.
Do it yourself orders to pay.

Training program

Diagnose customer outstandings

• Internal and external causes of late payment.
• The 7 keys to up-to-date customer accounting.
• Measuring the impact of disputes on outstanding amounts .
• Signs of customer degradation

Create or improve your reminder procedure

• Segment your customers, risk classes: outstandings, level of risk, frequency of disputes, commercial dependence, ...
• Calendar and mode and follow-up by customer segment: written, email, telephone, customer visit.
• Strengthen cooperation with the sales force.
• Strengthen customer relations through the handling of disputes.
• When to block deliveries, issue formal notice?
• Scenario Create or improve your recovery procedure

Tools to manage customer credit

• Use the aged balance, customer account statement, payer profile.
• Features of customer credit software.

The legal and financial framework

• Impact of late payments on cash flow.
• Choice of discount rate.
• Exploit late payment penalties.
• Clauses protective of the contract.
• Quantitative and qualitative arguments for negotiating payment deadlines.
• How to justify the payment of the deposit

Relaunch different categories of customers

• International payment methods and guarantees.
• Recovering debts internationally.
• Recovery circuit for public debts.
• Practical advice for recovery from individuals.

Build the credit function dashboard

• Performance and management indicators.
• The different methods of calculating the average payment period (DMP).
• Recovery performance indicators: DMP, rate due, weight of disputes,...

Remote activities

• Practice on these projects: an e-learning module 'Assertiveness: methods and tools'; an e-learning module 'Successful telephone follow-ups'.
• Prepare your negotiation, negotiate win-win and develop assertiveness

Promote reminders

• Give the image of a well-managed company.
• Improve cash flow and financial results.
• Strengthen collaboration with sellers.
• Resolve disputes

Prepare for the telephone interview

• Define your priorities: old scale, electronic diary.
• Develop your recovery form.
• The different levels of recovery.

Practice following up on the phone

• Adjust your voice: volume, flow, intonation.
• Structure your interview to become more efficient: the 4 Cs: contact, understand, convince, conclude.
• Positive expressions to avoid.
• 'Cushion' formulas to dampen directness.
• Different questions: open, closed, neutral, leading
• Reformulate to avoid. misunderstandings.
• Scenario Role play, SRAM: practice questioning and reformulation, practice the 4 Cs to maintain control of the interview, react well in difficult cases
• Control a talkative customer.
• Respond to the aggressive or manipulative customer.
• Avoid triggering aggression yourself and preserve the relationship: DESC.
• Scenario Role play: DESC, aggressive client

Negotiate a deal

• Define your objective and your room for maneuver.
• Request compensation for a concession?
• Indicate the consequences of a disagreement.
• Tristan case: negotiate an agreement.

Use the written word as a complement

• Use writing wisely.
• Standard or specific letter.
• Writing tips, terms.
• Scenario Exercise : correct a reminder letter

Remote activity

• To complete an e-learning module: 'Assertiveness: know your profile'

Prevent customer disputes

• Essential clauses in the General Terms and Conditions to guarantee your rights: penal clause; attribution of jurisdiction; reservation of ownership.
• Constitute proof of the debt: the golden triangle of recovery.
• Establish a moratorium: clauses to be included. Limitation periods.

Choose the procedure suited to each situation

• Rules of jurisdiction of the courts.
• Overview of the interim provision and the summons on the merits: selection criteria and stages.
• Procedure for unpaid checks.
• Overindebtedness of individuals.

Carry out payment orders yourself

• Selection criterion: non-contestable debt.
• Steps of the procedure. Choice of court, creation of the file: purchase order and delivery, invoice, formal notice.
• Good reflexes at each stage of the procedure
• Implementation. situation Case of partial payment.
• Making an order for payment on the internet
• Evaluate the cost of an order.
• European order for payment.
• Reconstructing all the stages of an order for payment

Ensure the relationship with the bailiffs

• Can we negotiate their prices?
• Recourse against abusive practices

Manage a customer's failure

• Steps, actors, effects of collective procedures on creditors.
• Main reflexes: production of debt, request for foreclosure statement.
• Claim for goods sold with retention of title.
• Continuation of current contracts.
• Require payment in advance.
• Evaluation of acquired assets

Description

Preventing customer risk, managing outstanding debts, organizing amicable recovery actions, ensuring collaboration with the sales force, being part of a customer relationship mindset requires both technical and behavioral skills that the new Credit manager will develop in this professional training cycle.

Who is this training for ?

Training objectives

Implement a customer risk prevention approach.
Succeed in taking up the role of credit manager.
Build an amicable recovery procedure.
Identify cash flow crises.
Manage the consequences of clients filing for bankruptcy.

Training program

Define the credit policy

• Marginal analysis: combining risk control and commercial dynamism.
• Customer segmentation.
• From the procedure to the credit charter.
• Operation of the credit committee.

Assess customer creditworthiness

• External sources: commercial surveys, credit insurance, other suppliers...
• Locate key information from commercial surveys.
• Determine specific field risk criteria
• Involve salespeople, ADV... in risk assessment.
• Payment habits
• The points method.
• Credit limit setting methods.
• Evaluate and guarantee international customer risk

Manage outstanding amounts well

• Evaluate the need for outstandings and the outstandings at risk.
• Anticipate blocking situations through forward-looking management of outstandings.
• Negotiate guarantees .

Create synergy with sales

• Develop a customer relationship spirit.
• Solicit the intervention of salespeople in prevention and recovery.
• Know how to lead a meeting with salespeople.

Master the legal and financial framework of the recovery

• Impact of late payments on cash flow and profit.
• Laws on payment deadlines.
• Discount for early payment.
• Exploit late payment penalties.
• Arguments for negotiating payment deadlines.
• General conditions of sale.
• The different payment methods.

Diagnose customer outstandings

• Identify the internal and external causes of late payments.
• Define a preventive action plan.

Effectively follow up on late payments

• Performance indicators.
• Build recovery schedules.
• Turn the handling of disputes into an opportunity to strengthen customer relations.
• The 4 steps of a telephone follow-up.
• Use the balance in your relationship with salespeople.
• Specificities of international collection for individuals and the public sector

Negotiate well 5 rules for successful negotiation

• Look for a 'win-win' solution.
• Develop self-affirmation.
• Know how to say no and preserve the commercial relationship.

Make an order for payment

• In which situation should you choose this procedure?
• Steps of the procedure.
• Case study: carrying out an order for payment yourself.

Conduct a financial diagnosis

• The 4 stages: activity, profitability, invested capital and financial structure.
• Interpret the evolution of the result: jaws effect and breakeven effect.
• Capacity
• Financial balances: working capital (FR), Working capital requirement (WCR), Net cash flow.
• Main ratios: management of WCR, financial structure, cash flow, coverage of financial costs

Identify cash flow crises and signs of deterioration

• The 5 cash flow crises.
• Spotting signs of deterioration on accounting documents: case study: financial analysis over 3 years, detection of signs of deterioration in direct reading, knowing how to apply the right questions.

Managing the consequences of a client filing for bankruptcy

• Steps and actors in the procedure.
• The supplier's reflexes: produce their claims, claim for goods, continuation of current contracts, when to obtain compensation for mutual claims?
• Declare your debts.
• Judge a proposal for settlement of liabilities

Manage the credit function

• Develop the budget for the function.
• Dashboard for your function.
• Organize a sales meeting.

Description

The Data Warehouse is at the heart of decision analysis. Through a structured and pragmatic approach, you will discover the best methods and tools for developing a data warehouse, based on business needs, feeding it and making it reliable and scalable. You will also discover what the key roles are in this type of project, and what the impact is on the IS architecture and the quality of the corporate data repository. A seminar focused on practical experience which will also give you a first approach to "star" modeling.

Who is this training for ?

Training objectives

Understand the strategic issues of a decision-making IS and its advantages Identify the different layers of the organization of a decision-making system Model Data Warehouse at the heart of the decision-making system Identify the essential steps in the process of building a Data Warehouse Master the roles and deliverables on a Data Warehouse construction project Have a complete and synthetic view of BI solutions on the market

Training program

The Data Warehouse, purpose and principles

• The strategic challenges of a decision-making IS The technical and cultural reasons which lead to the Data Warehouse.
• Definition of the Data Warehouse according to Bill Inmon.
• The solutions provided by the technical and functional architecture of the Data Warehouse.
• Characteristics of the data of the decision-making IS The Infocenter and the decision-making IS.
• Presentation of the different Data approaches Warehouse and Infocentre, their advantages and disadvantages.

The architecture of a business decision-making IS

• The different layers of the organization of a Data Warehouse.
• Data collection and integration.
• The Operational Data Store and Data Staging area.
• The presentation layer, the decision-making portal.
• OLAP analysis engines: (MOLAP) and/or relational OLAP (ROLAP).
• "Data Mining" analysis techniques: predictive methods, descriptive methods.
• Growth in the volume and nature of data, the challenges of Big Data.
• Documentation of DW data: notions of data repository.
• How the DW makes data repository management (MDM) more reliable.
• Flow management: capturing data source data, transformation rules.
• Example Presentation of examples of various decision analysis projects.

The principles of Data Warehouse modeling

• Operational and denormalized relational models.
• Hybrid models.
• Generic models.
• Understanding the star model, its purpose .
• Understand the notions of facts and analysis.
• The hierarchies of the axis of analysis.
• The snowflake model.
• The problem of evolving dimensions.
• Management of aggregates and stability of the functional scope.
• Which approach favors detailed information or aggregates Best practices, questions? to ask the profession.
• Collective reflection Collective construction and enrichment of a star data model, following several given case studies.
• Development of the questions to be proposed for collect user needs.

The process of building a Data Warehouse

• Identify the candidate functional scope.
• Determine the objective and the management events to follow.
• Estimate the volume of the scope.
• Functional analysis, collection of user needs.
• Design of the detailed technical architecture.
• Establish a generic implementation approach.
• The contributions of 'an iterative approach, the content of an iteration.
• First iteration or pilot project, choose it carefully.
• Role of the sponsor, of the MOA, of the MOE, impact on the organization.
• Administration and monitoring of the operational solution.
• Exchanges Presentation of the design approach for a functional scope of the Data Warehouse.

Project organization, actors and deliverables

• The fundamental role of the sponsor or promoter.
• The steering committee.
• Role of the functional team, of the user project group: validate the design of the user environment.
• The transfer of skills to end users by the functional team: training and documentation.
• The technical team, the architects.
• The main deliverables of a decision-making project.
• Exchanges Presentation of the deliverables and their manager following the stages of the process.

Tools in the field of decision-making

• The latest technical developments in RDBMS in the field of decision-making.
• Panorama and typology of BI solutions on the market.
• Offers in SaaS mode.
• Reporting solutions: SSRS, IBM Cognos, SAS, BusinessObjects.
• Implementation of query tools.
• Server-side OLAP analysis tools and client side: Usage, scalability, DataMart approach, response time.
• Data Mining analysis solutions: SAS Enterprise Miner, IBM, OBI Datamining.
• Requirements and strengths.
• ETL solutions: IBM, Informatica, Oracle, SAP, Talend.
• .
• Relational modeling tools: possibilities and limits.
• Example Presentation of the possibilities of various BI tools.

Synthesis

• Evolution trends in decision-making systems.
• Best practices for modeling.
• Recommendations for organizing the Data Warehouse project.

Description

SAP BusinessObjects® Web Intelligence 4.0 is a powerful reporting tool that allows you to query, analyze and format data from an intuitive web interface. This course focuses on what's new in version 4 to design all kinds of analysis reports.

Who is this training for ?

Training objectives

Discover the main changes between versions XI and 4 Get familiar with the new query creation interface Use the new diagram templates Apply dynamic filtering in a report Learn about data tracking in SAP BusinessObjects® Web Intelligence 4
0

Training program

Overview of SAP BusinessObjects® Web Intelligence

• Presentation of the new "BI Launch Pad" environment.
• Launch of Web Intelligence and presentation of the new interface.
• The main changes between XI versions and 4: ergonomics, better integration of tools.
• Principle of horizontal and vertical navigation bars.
• Presentation of dynamic reading and design modes.
• Exercise: Getting to grips with the environment.

What's new in data filtering and formatting

• Getting familiar with the new query creation interface.
• Getting started.
• How predefined filters work.
• Using predefined filters .
• Nesting method for query filters.
• Table format management.
• New diagram models.
• Creating and formatting diagrams.
• The diagram palettes.
• Exercise: Creating queries and filters, manipulating parameters.
• Creation and configuration of tables and diagrams.
• Work to improve the formatting.

Dynamic filtering in a report

• Presenting filtering possibilities in a report.
• Creating simple filters in a table.
• Creating dynamic filters from the filter bar.
• Input controls.
• Creation of input controls by connections.
• Exercise: Creation of simple filters, dynamic filters , entry controls and connections.

News on data analysis and enhancement

• Grouping data by section and jump.
• Management of "connections".
• Activation of data tracking.
• Insertion of calculations in tables.
• Useful calculation functions.
• Variable management.
• Management of rankings and alerts.
• Exercise: Manipulating data and various presentation elements in reports.
• Creating calculations and formulas.
• Using variables.

Description

This internship will allow you to master the advanced features of SAP BusinessObjects® Web Intelligence 4 to create complex formulas, queries and reports. The numerous examples and practical cases will show you how to get the most out of this powerful tool.

Who is this training for ?

Training objectives

Manipulate query combinations to retrieve different data scopes Create queries based on multiple universes by synchronizing data Master complex calculation formulas Use the calculation context operators “In”, “For all”, “For each” wisely Perform exploratory analysis on data in SAP BusinessObjects® Web Intelligence

Training program

Reminders

• The universes in SAP BusinessObjects®.
• The choice of the universe.
• The query editor.
• The classes, objects.
• Reminders of principles and use.
• Indicators, dimensions, information.
• Conditions.
• Report management.
• Practical work Quick handling of the main functionalities in order to get your bearings.

Creating advanced queries

• Advanced possibilities in terms of queries.
• Use of complex operators.
• Combination of queries.
• Creation of subqueries.
• Practical work Creation of combinations of queries to retrieve different data scopes.
• Use of subqueries.

Query synchronization

• Merging queries from several universes.
• Synchronization of dimensions and indicators.
• Creation of "Information" objects to synchronize all objects.
• Using the "Force Merge" function.
• Resolving synchronization-related errors.
• Practical work Creating queries based on two universes and synchronization.
• Synchronization between heterogeneous aggregation levels.

Calculation formulas and contexts

• The advanced possibilities of formulas.
• Creating and using variables.
• Using the "Relative value" function.
• What is a "computation context"? The calculation context operators "In", "For all", "For each".
• Using contexts to calculate percentages.
• Using functions linked to filters.
• Practical work Creating complex calculation formulas.
• Using the different types of functions.
• Using the operators "In", "For all" and "For each".

Analyze data with SAP BusinessObjects® Web Intelligence

• Using input controls and the filter bar.
• Impacts of input controls and the filter bar in the structure pane of a document.
• Setting up navigation by linking.
• Data exploration.
• Definition of the scope of analysis and importance of hierarchies.
• Drilling forwards and backwards.
• Reports for the Web.
• Practical work Creating input controls on the database dimensions and indicators, setting up a data perimeter and using exploration.

Description

This training will allow you to understand the architecture of SAP Business Objects® Enterprise 4. At the end, you will have acquired all the necessary knowledge to manage resources, publish and schedule reports in a secure environment.

Who is this training for ?

Training objectives

Understand the different components of the SAP BusinessObjects® architecture Learn about the role of CMC in SAP BusinessObjects® security Create the security application matrix and implement it in the CMC Organize and publish objects Schedule events on SAP BusinessObjects® objects

Training program

Discovery of BO Enterprise 4

• Introduction to SAP BusinessObjects® Enterprise 4.
• The main elements and new features.
• How to manage the connection to InfoView? Using InfoView.
• Principles and functionalities.
• Presentation of the CMC (Central Management Console).
• Usage.
• Practical work Getting started hand of the environment.

The architecture of BO Enterprise 4

• Presentation of the Business Intelligence platform.
• Overview of the SAP BusinessObjects® Enterprise 4 architecture.
• The components of the SAP BusinessObjects architecture ® Enterprise 4.

Content design

• Security in SAP BusinessObjects® Enterprise 4.
• Groups and users.
• Objects and applications.
• Folders and categories.
• What is the recommended solution? Creation of the functional matrix.
• Practical work Reflection on the design of the different elements: groups, users, objects.

Creation of the application matrix and resource management

• Creating groups, users and folders.
• Managing user accounts.
• Authentication methods in BusinessObjects® Enterprise 4.
• Enterprise authentication, Windows NT, LDAP, Windows Active Directory (AD).
• Password management.
• Security management.
• Management of access rights.
• Advanced rights.
• Defining current access levels.
• Practical work Management of user accounts, security and access rights.

Publishing and configuring content

• Presentation of the organization of objects.
• Recommended solutions.
• Discussions and examples.
• Folder management.
• Principles and implementation.
• Category management.
• Publishing objects in BO.
• What means and what tools? The publication assistant, the CMC.
• Practical work Publishing objects.
• Managing folders and categories.
• Support hand of tools.

Planning

• Scheduling objects.
• Scheduling with events.
• Scheduling according to a custom schedule.
• Instance management.
• Practical work Organization and management of planning.

Description

As the number of objects created with BO increases, their administration becomes more complex. The 360View+ tool offers a simplified and user-friendly interface for managing BO objects. You will see all of the 360View+ features dedicated to content management, security, migration and backup.

Who is this training for ?

Training objectives

View and administer group and user restrictions on Business Objects objects
Audit usage of Business Objects repository objects
Back up and restore repository objects
Export Business Objects objects

Training program

Introduction of 360 View Plus

• What is 360 View? What is 360 Plus? Presentation of the interface and contributions in relation to the CMC.
• Key benefits of 360 View tools.

Administer security with 360 View

• Create and manage groups and users.
• Access and manage documents, document content.
• Manage universes and connections, administer access restrictions access.
• Managing personalized access levels.
• Set up security in "matrix" mode.
• Exercise: Creation groups and users, creating access levels and applying matrix security with 360 View.

Maintain content and back it up with 360 View Plus

• Audit, map the repository and clean up environments.
• Schedule exports and actions.
• Save objects.
• Restore old versions of backed up or deleted objects.
• Exercise: Generating audit documents, creating export and backup jobs, restoring versions of Web Intelligence documents with 360 Plus.

Migrate content with 360 View Plus

• Connect to multiple environments and compare them.
• Migrate content using drag and drop.
• Schedule selective content migrations.
• Exercise: Simulating a migration from one environment to another, creating scheduled migration tasks.

Conclusion

• What should you remember?rnThe "Cast" module offered by the publisher Gb and Smith to manage document planning.
• The "Eyes" module

Description

This training aims to make SAP BusinessObjects® designers perfectly autonomous in creating, enriching and deploying universes on a BO 4 platform. They will see all the most useful functionalities of the Designer module and will learn how to implement them optimally.

Who is this training for ?

Training objectives

Get to grips with the Designer interface Understand the stages of designing a universe Create a universe and enter its parameters Create the central schema of the universe from tables and joins Create and organize objects in a universe into classes Enrich, optimize and deploy a universe

Training program

Introduction to Designer

• What's new in version 4 of SAP BusinessObjects®.
• Designer and universe concepts.
• Universe development procedure.
• Implementation methodology.
• Exercise: Discovery of the SAP BusinessObjects® environment.

Basic Operations

• Using Designer.
• Importing a universe.
• How it works.
• Opening a universe.
• Exporting a universe.
• Creating a universe.
• Setting universe parameters.
• Using the Designer user interface.
• Exercise: Getting started with the Designer module user interface.
• First elements of creating a universe.
• Define the parameters of the universe.

Creating a schema with tables and joins

• Defining a schema.
• Inserting tables, defining derived tables.
• Defining joins and cardinalities.
• Verification of the universe.
• Exercise: Define a schema.
• Work on tables, joins and cardinalities.

Troubleshooting Joins

• Join path issues.
• Defining aliases.
• Defining objects.
• Resolving loops.
• Review Identify problems with join paths.
• Implement corrective solutions.

Universe creation

• Introduction to creating universes.
• Simple operations on classes and objects.
• Simple conditions on classes and universes.
• Definition of classes, objects and hierarchies.
• Lists of values.
• Exercise: Create a universe in BO4.
• Create classes, objects, hierarchies and class operations.

Optimization of universes

• Using aggregate tables.
• Using functions
• .
• Using analytical functions.
• Exercise: Manipulation of the elements covered in the chapter in order to optimize its universe.

Universe management

• Deploying universes.
• Defining access restrictions to a universe.
• Exercise: Deploy your SAP BusinessObjects® universe.

Description

The client/server rendering module, called user module, has been replaced by Desktop Intelligence in version XI of SAP BusinessObjects®. This training will allow you to understand its concepts and master its querying and analysis functions in order to effectively manage your activities.

Who is this training for ?

Training objectives

Define the connection to the data to be returned Query universe data with queries Finely analyze data with crosstabs and charts Manage the display of data using filters, sorting and rankings Create calculation formulas and local variables to enrich reports

Training program

Getting started with SAP BusinessObjects® Desktop Intelligence

• Presentation of Desktop Intelligence, positioning in relation to the SAP BusinessObjects® range.
• Report creation, access to data sources.
• Choice of a universe .
• The query editor.
• The "Document" window: management of reports in the document.
• The data manager, source content of a report.
• Inserting a table into a report.
• Managing cell content.
• Refreshing universe data.
• Practical work Getting started with the environment.
• Creating a table from a basic query.
• Updating the query.
• Registration.

Refine query parameters

• The query: object, operator, operand.
• Application of conditions.
• Creation of a query from an existing one.
• Nested conditions (And, Or).
• Selecting a value at runtime.
• Practical work Create and modify analyzes based on specific conditions.
• Added prompt filter, nested conditions.

Data presentation

• Crosstabs.
• Inserting a graph.
• Placement in the document.
• Grouping data by section.
• The master report / detail.
• Calculation in a section.
• The "Rotation" window.
• The breaks on the data.
• Sorting data.
• Practical work From the Rotation window, place a section.
• Add a calculation, a table crossword and a graph.
• Format the sections.

Filtering and highlighting data

• Place a filter on a column of a report.
• Manage filters in the document.
• Use of rankings and alerts.
• Practical work Create filters to restrict report data.
• Create alerts and rankings.

Calculation formulas and variables

• Adding calculations in reports: the formula editor.
• Creating a local variable.
• Aggregation: Sum, CumulativeSum.
• Management of characters (concatenation.
• ), dates (CurrentDate.
• ).
• Logical functions (Isnumber.
• ) and conditionals (If.
• ).
• Document functions and data providers.
• Practical work Return data calculated using formulas and variables.

Data analysis and complements

• Multidimensional analysis, the Explorer tool.
• Publication in the document repository.

Description

Version XI of SAP BusinessObjects® includes the Designer module to create universes. This training is aimed at universe designers: it allows them to acquire complete autonomy to create, enrich and deploy universes on an SAP BusinessObjects® XI platform.

Who is this training for ?

Training objectives

Know the steps for creating an SAP BusinessObjects® universe
Create a schema with tables and joins
Create classes, objects and conditions
Check the integrity of a universe and optimize it
Manipulate the deployment options of a universe

Training program

Introduction to SAP BusinessObjects® Designer

• Presentation of the essential notions concerning Designer and the universes.
• Presentation of the universe development procedure.
• Implementation methodology: pre-study , analysis, production cycle.
• Examples of using Designer.

Basic Operations

• Launching SAP BusinessObjects® Designer.
• Importing, opening, exporting a universe.
• Creating a universe.
• Defining universe settings.
• Using the Designer UI.

Creating a schema with tables and joins

• Definition of a schema.
• Insertion of tables, definition of derived tables.
• Definition of joins.
• Definition of cardinalities.
• Verifying the universe.

Troubleshooting Joins in a Schema

• Join path issues.
• Defining aliases.
• Defining objects.
• Resolving loops.

Universe creation

• Introduction to creating universes.
• Simple operations on classes, objects and conditions.
• Defining classes, objects and hierarchies.
• Lists of values.

Optimization of universes

• Using aggregate tables.
• Using functions
• .
• Using analytical functions.

Universe management

• Deploying universes.
• Defining access restrictions to a universe.

Description

This training is aimed at users of SAP BusinessObjects® Web Intelligence XI 3.0. It will introduce them to using the query editor to select the data to analyze, as well as the various presentation and report enrichment functions, such as calculation formulas and different methods of grouping data.

Who is this training for ?

Training objectives

Create an SAP BusinessObjects® Web Intelligence document and return data from a simple query Manipulate filters to extract data with multiple conditions Group and filter data from a Web Intelligence document for analysis Enrich Web Intelligence documents with calculated data Highlight data with charts, alerts, and rankings

Training program

InfoView and document management

• Connecting and disconnecting from InfoView.
• Remembering SAP BusinessObjects® vocabulary.
• Creating, editing, and saving Web Intelligence documents.
• Selecting the Web Intelligence document editor.
• Overview of the report editor interface.
• Creating, editing, and saving Web Intelligence documents.

Query Editor Overview

• Presentation and management of interface elements (data, results, filter.
• ).
• Defining the properties of a simple query.
• Familiarization with data providers and universes.
• Functions linked to the result of the query (refresh, purge, export).
• Practical work Creation of a first Web Intelligence document with a simple condition query.

Select query data

• How filters work, using predefined filters.
• Combinations of several filters in a query.
• Single condition and nested condition.
• Usable operators and operands.
• Database collation.
• Prompt filters.
• Custom filters.
• Practical work Handling simple, combined filters.
• Creating a query filter with prompt.

Format tables

• Adding simple tables to a report.
• Table presentation templates.
• Formatting on a table.
• Crosstabs.
• Exercise: Creating and modifying various types of tables, simple and crosstabs.

Highlight data

• Diagrams and diagram templates.
• Turn a table into a diagram.
• Creating, using, and formatting diagrams.
• Formatting Quick diagrams.
• The principle of alerters.
• Using the alerter formatting functions.
• Introduction to various types of alerters.
• Implementation of a ranking (or ranking).
• Exercise: Insertion and formatting of different types of diagrams.
• Creation of document with alerts and rankings.
• Highlighting relevant indicators.

Group and filter data in a report

• Grouping data by section.
• Creating breaks on the data.
• Sorting on the data.
• Behavior of calculations in within a section.
• Tracking data.
• How report filters work.
• Filters at the block and report level.
• Applying multiple filters in a report.
• Modifying and deleting report filters.
• Exercise: Creating a document with a break.
• Manipulating sections to present data.
• Creating multiple block and report filters.

Calculation formulas and variables

• Insertion of calculations in simple and cross tables (sum, counter, %).
• Insertion of calculated cells (page number, document name, update date, response to prompts, etc.
• ).
• Use the formula editor to create custom expressions.
• Calculations on numbers.
• Date manipulation formulas.
• Text manipulation formulas.
• Conditional formulas.
• Variables: creation, modification and deletion.
• Using variables to simplify formulas.
• Exercise: Creating various calculation formulas.
• Using conditional functions.
• Variable registration.

Organization of documents and supplements

• Multidimensional analysis, understand the principle of exploration in hierarchies.
• Insertion of data from different queries, from different universes.
• Insertion of data from external providers (Web Intelligence Rich Client only).
• Principle of synchronizing data from different sources.
• Saving and managing WebI documents in InfoView (filter, explore, refresh, enter the parameters).
• Scheduling the execution and distribution of reports.
• Saving documents in Excel or PDF format.
• Exercise : Sharing documents.
• Exercise: synthesis.

Description

You will learn to master the advanced features of SAP BusinessObjects® Web Intelligence XI to create complex formulas, queries and reports.

Who is this training for ?

Training objectives

Create advanced calculation formulas Perform complex queries and use contexts Assemble multiple data sources into a report by synchronizing data from different universes Create reports for the web

Training program

Reminders on SAP BusinessObjects®

• Choice of the universe.
• The query editor.
• Classes, objects.
• Indicators or measures.
• The dimensions or axes of analysis.
• The information.
• The conditions.
• Report management.

Creating formulas

• Creating calculation formulas based on functions.
• String-type functions.
• Boolean-type functions.
• Functions of numeric type.
• Date-type functions.
• Conditional operations in formulas.
• Creating and using variables.
• Jobs practices Creation of calculation formulas.
• Using the different types.

Creating queries

• Creating complex queries.
• Combination of queries.
• Creating subqueries.
• Ordering queries.
• Mastery of operators and calculation contexts.
• Use of contexts: Report, Block, Section, Break, Body.
• Operators: In, ForAll and ForEach.
• Practical work Creating complex queries.
• Detailed use of operators.

Report designs

• Designing multi-block reports.
• Designing multi-source reports.
• Managing blocks and cells.
• Synchronizing data from different universes.
• Synchronization case study.
• Assembly of multiple data sources in the same block.
• Reports for the Web.

Description

This course will allow you to understand the concepts of SAP BusinessObjects® v6, to create simple and complex queries, to format reports and to analyze the data they contain.

Who is this training for ?

Training objectives

Manipulate metrics and dimensions to extract data
Define data selection criteria in the report and at report execution Create breaks and calculations at different levels of grouping data in a report Filter, present and highlight relevant data Navigate data with drill-down Represent data graphically

Training program

Introduction to SAP BusinessObjects®

• The SAP BusinessObjects® offer.
• The tasks incumbent on the user within the company.
• Presentation of the user module.
• Practical work Getting to know the tool.
• Description of the query editor interface.

The concepts of SAP BusinessObjects®

• Definition and presentation of the elements available to the user (universe, classes, objects).
• The different types of objects (dimensions, information, indicators).
• Definition of queries, reports, blocks (tables, graphs).

Creating reports

• The startup wizard.
• Presentation of the choice of data source (universe, external sources).
• Creation of simple queries.
• Manipulations (adding and deleting objects).
• Creation of queries with a condition.
• Definition of operators and operands (entry and choice of conditional values, creation of 'prompts.
• ).
• Creating queries with nested conditions (using AND and OR).
• Using the rotation window (breaks , master/detail sections.
• ).
• Practical work Creation of queries with simple and multiple conditions.
• Arrangement of results data ( rotation).

Formatting reports

• Using sorts.
• Implementation of calculations on numeric and alphanumeric data.
• Definition, use and creation of variables.
• Definition and implementation of alerts.
• Data filtering, sorting and rankings.
• Models.
• Graphs.
• Practical work Implementation of different formats on a report.
• Creation and use of models.
• Creation of crosstabs and graphs from a report.

Multidimensional analysis

• Rotation of axes.
• Exploration of hierarchies (Explorer Module).
• Practical work Multidimensional analysis on a report.

Information on document sharing

• Messaging in SAP BusinessObjects®.

Description

Who is this training for ?

Training objectives

Training program

Introduction

• Database concepts.
• Overview of the report design environment.
• The different parts of a report in SAP Crystal Reports.

Creating a simple report

• Connection to a data source.
• Selection of different tables from the source.
• Manual creation of links between fields of different tables (joins).
• Set linking options.
• Select the data you want in the report.
• Add a command prompt to the report.
• Formatting a list-type table.
• Visualizing the result.
• Practical work Creating reports based on different selections and presenting the results.

Formatting

• Formatting cells.
• Positioning and sizing cells.
• Sorting on the values ​​of one or more fields.
• Added a grouping on the values ​​of the data source records.
• Calculation formulas.
• Visualization of the result.
• Practical work r nCreation of personalized reports, integration of calculation formulas, sorting of results, etc.

Creation of complex reports

• Implementation of sections: footers, headers.
• Hide certain sections.
• Summary fields: subtotals, grand totals Creating other calculated fields.
• Formulas.
• The formula workshop, the four main windows for creating formulas.
• Using variables .
• Parameter field.
• Practical work Definition and creation of complex states.
• Use of variables and complex calculations.

Elaborate formatting

• Crosstabs.
• Diagrams: data, titles, axes.
• Conditional formatting.
• Subreports linked or unlinked.
• Connecting fields.
• Practical work Creation of complete reports with integration of links and graphs.

Diffusion

• Saving and publishing reports.
• Export formats.
• Different formats: HTML, XLS, PDF.
• Configuration of export.

Description

SAP Crystal Reports helps analyze and highlight relevant metrics based on information from multiple data sources. Thanks to this course, you will learn how to enrich your reports, make them configurable and optimize the presentation of the returned data.

Who is this training for ?

Training objectives

Create custom formulas in a SAP Crystal Reports report Add dynamic functions and variables Define a report with multiple parameters and interactive filters Use report templates Creating a report with conditional sections Improve a state to optimize data restitution time

Training program

Reminders of the basics and exploration of the Formula Workshop

• Reminder of the basics of SAP Crystal Reports.
• The process of creating a report.
• Execution phases and calculation of a Crystal Reports report.
• Database folder objects.
• The Data Explorer.
• Standard and custom functions and operators.
• Creating custom formulas.
• The types of errors possible when creating formulas.
• Creating additional functions (UFL).
• Exercise: Creating a report with groupings and subtotals.
• Creating custom formulas.
• Advanced calculations.
• Using dynamic variables.
• Added features to Crystal Reports

Using Parameters in the Report

• Parameter definitions.
• Static and dynamic parameters.
• Lists of values, parameter groups, inherited parameters.
• Prompt text to fill in the parameters.
• Interactive filters.
• Exercise: Preparing a report with several parameters and interactive filters.

Using templates and sections

• Creating a report from a template.
• The report repository.
• Data mapping.
• Report templates multilingual reports.
• Reports with several sections.
• Avoid empty spaces.
• Hide or show according to a condition.
• Control of displaying the results in a text box.
• Exercise: Managing the use of report templates.
• Creating reports with conditional sections.

Advanced functions

• Analysis of the SQL query.
• Study of execution statistics.
• Optimization of number of sub-reports.
• Addition of hyperlinks, from images to a state.
• Use externalized dynamic images.
• Manage alerts in a state.
• Change the source database of a report.
• Update the database when running a report.
• Advanced reporting on the Web.
• Exercise: Detection of the most consuming objects.
• Modification of filters to optimize a state, improve response times.
• Manipulation of advanced functions.

Description

This internship will teach you how to create interactive reports with the SAP Crystal Dashboard Design tool. You will see the possibilities offered by the tool in terms of presentation, and will learn how to use the wide variety of graphic components available to highlight your data.

Who is this training for ?

Training objectives

Create an interactive SAP Crystal Dashboard Design report from an Excel sheet or a BusinessObjects® query
Add graphical components to the report
Insert interactive elements in the report such as selectors, refresh buttons


Export report data to Excel and to a BusinessObjects® platform
Create an interactive report from a BusinessObjects® query, inserting refresh buttons

Training program

Know the Office suite and in particular Microsoft Excel.

• Reminder about BI and SAP BusinessObjects®.
• Principles of Dashboard Design.
• Presentation of the interface and the workspace.
• Exercise: Getting to grips with the environment.

Building a Dashboard

• Component types and object lists.
• Create a simple Dashboard.
• Import data from an Excel sheet.
• Insert a component and manage its properties.
• Components of type "Diagrams" (region.
• ).
• Interest of components of type "Containers ".
• Templates and themes in a Dashboard.
• Exercise: Creating a simple interactive report from an Excel sheet.
• Creating diagrams.

Structure a Dashboard and make it interactive

• Type of interactive components.
• Set the "drill down" within a chart.
• Manage the behavior of an interactive component.
• Components of type "Selectors" (checkbox.
• ).
• Components of type "Single value" (cursor.
• Components of type "Cards" and "Text".
• Configuring alerts.
• Exercise: rnCreating reports with an interactive diagram, inserting components such as selectors, maps and text.

Use external data

• External data source connectivity types.
• Create a connection to an external data source.
• Use the query browser.
• Connect to a BusinessObjects® universe and edit queries.
• Insert the results of a BusinessObjects® query.
• BusinessObjects® query refresh button.
• Query Prompt Selector type button.
• Integrate a BO report into a Dashboard.
• Exercise: Creating a report interactive from a BusinessObjects® query, insertion of refresh buttons.

Export and deploy a document

• Export to Excel, PowerPoint and Word.
• Export of Dashboards to SWF (Flash) files.
• Export to PDF.
• Export of Dashboards on the BusinessObjects® platform.
• Export via a "Live Office" type connection.
• Compatibility with mobile devices.
• Exercise: Creation of an interactive report, export of data to Excel and to a BusinessObjects® platform.

Description

IBM Cognos Transformer is metadata modeling software for creating PowerCubes for data analysis with IBM Cognos BI. This course will introduce you to the concepts related to OLAP cube modeling and the tasks to design and deploy PowerCubes created with Transformer.

Who is this training for ?

Training objectives

Navigating the Transformer interface Define a data model Structuring navigation paths in a multidimensional model (cube) Create performance indicator (KPI) calculations Manage integrity, security, and publish the cube

Training program

Introduction

• Introduction to the IBM company.
• Introduction to the Cognos 10 BI suite.
• Introduction to the features of the Transform tool in the Cognos 10 BI suite.
• Introduction to the role of the Transform tool in the Cognos 10 BI suite.

Concepts and implementation

• Presentation of the interface.
• Getting started with the environment.
• Multidimensional analysis.
• Definition of a data model.
• Notions of members, dimensions and measures.
• The different stages of creating the cube.
• Exercise: Practical cases understanding a simple data model.

Structuring data in Transformer

• The different types of data sources.
• Managing connections.
• Defining column properties and sources.
• The creation of Single Sign On.
• Creation of the model in automatic or manual mode.
• Creation of dimensions and calculated columns.
• Management of branches level and drill down paths.
• Management of the time dimension.
• Category management.
• Integrity control and generation of Powercubes.
• Exercise: Practical cases for creating simple cubes.

Model KPIs (Key Performance Indicators)

• Creating regular measures.
• Creating calculated measures.
• Calculation functions in Transformer.
• Rollup functions regular or external.
• The different notions of consolidation.
• Managing the breakdown of measures.
• Exercise: Practical cases of creating measures and calculations.

Security and publishing

• Creating user groups and users in Cognos Connection.
• Creating and managing user roles.
• Managing security in cubes.
• Creating custom views.
• Creating passwords for Powercubes.
• Publishing Powercubes.
• Exercise: Practical cases for setting up and applying security.

Conclusion

• What to remember? Best practices for using the Transform tool.

Description

Cognos 10 Workspace offers a unified workspace for users of the Cognos 10 suite. During this course, you will learn to navigate in real time in widgets created with the Studios, and to develop new reports based on relational and dimensional packages with Workspace Advanced.

Who is this training for ?

Training objectives

Create dashboards with IBM Cognos workspace Organize presented data and add calculated data Format dashboard components, charts Create reports using relational or dimensional packages with Workspace advanced

Training program

Introduction à Cognos Workspace et Workspace Advanced

• Overview of the Workspace interface.
• Go to the start page.
• Use the application tray.
• Works practices Discover the Cognos 10 portal.
• Open the workspace in web mode and set your preferences.

Content of a workspace with Workspace

• Define a widget.
• Use widget reports from different Studios.
• Use the data sources window.
• Define the toolbox and description of the different objects to insert.
• Synchronize the different widgets.
• Add new content.
• Practical work Add a widget to the workspace.
• Use the search engine.
• Change the display type of a chart.

Perfect a web workspace with Workspace

• Set sorts on text and numeric fields.
• Create basic calculations on widgets.
• Filter on widget data.
• Add non-BI content such as RSS feeds and web pages.
• View report versions and apply monitoring rules.
• Add comments.
• Demo Edit the report analyzing sales revenue by region.
• Add a calculated column showing the ratio of revenue ogoals.
• Filter on top regions efficient.

Create a simple report with Workspace Advanced

• Explore the Workspace Advanced interface.
• Choose a report template.
• Modify an existing report.
• Study the different areas of interface.
• Create content.
• Practical work Switch a widget from a Workspace report to Workspace Advanced.
• Change measure.
• Apply sorts to data.

Perfect reports with Workspace Advanced

• Choice of report type, choice of package (multidimensional, relational).
• Presentation of the types of objects offered according to the package.
• Use a nested table and navigate within members.
• Do a member search.
• Create summarized data and calculations.
• Add context filters to refine data.
• Apply a conditional style.
• Import external data.
• Practical work Manipulate a crosstab.
• Create a calculation.
• Identify high and low values.
• Add an analysis dimension.

Description

This training will teach you to master the MDX (Multi-Dimensional eXpressions) language to query your multidimensional data. You will see how to design scripts, query SQL Server 2005/2008 Analysis Services cubes and add business calculations to these cubes.

Who is this training for ?

Training objectives

Write basic queries in MDX
language Develop advanced indicator calculation formulas in MDX
language Use sorting and classification instructions for data with MDX
Modify data in a cube with MDX language

Training program

General overview of the MDX

• Reminder of the principles of OLAP.
• Definition of the language.
• The underlying mechanisms.
• The different uses of MDX with Analysis Services.
• Presentation of the basic concepts of the language (member, tuple, set, hierarchy.
• ).
• Practical work Examples of queries and use cases.

MDX Query Design

• Using the query development tool.
• Statement syntax ?'SELECT'.
• Writing complex queries.
• Use of key words and functions of the MDX language.
• Practical work Getting started with the development tool.
• Writing simple and complex MDX queries.

Calculated Members and Named Games

• Definition and usage scenarios for calculated members.
• Definition and usage scenarios for named sets.
• Syntax for writing calculated members and named sets .
• Practical work Example of creating business calculations (margin, relative contribution, reallocation).

Navigation and selection

• Navigation in dimension hierarchies.
• Handling NULL and division by 0.

Sorting and classification of data

• Perform sorting, ranking, rankings on members via the MDX.
• Usage scenario.
• Practical work Use of sorting and sorting instructions classification of data with MDX.

Scripting de cubes SQL Server Analysis Services avec MDX

• Adding business calculations and functionalities to OLAP cubes with MDX.
• Usage scenarios.
• Practical work Writing a script for customize a cube.

Changing the multidimensional environment

• Writing to OLAP cubes (Writeback): creation, update.
• Modification, deletion of a cube with MDX.
• Using transactions.
• Practical work Updating data with MDX.

Description

Complement to Excel 2013, integrated into Excel 2016, Power Query offers functionality for importing and transforming data from various sources. You will learn how to use this tool to define queries and adapt data to your analysis needs with Excel.

Who is this training for ?

Training objectives

• Explore Microsoft’s Business Intelligence (BI) offering
  
• Connect to various external data sources
  
• Clean and transform data using Power Query
  
• Work with queries through the graphical interface and get introduced to the M language
  

Training program

Introduction to Power Query

• Explore Microsoft’s BI solutions available within Excel.
• Understand the data processing chain: Power Query, Power Pivot, and Excel.
• Learn why and how to use Power Query.

Import data

• Explore the “Data / Get & Transform” group in Excel.
• Create a query and connect to various data sources.
• Import text and CSV files.
• Connect to relational databases (Access, SQL Server, etc.).
• Access OLAP cubes (SSAS).
• Query data from the Web.
• Manage data refresh and use the imported data in Excel.
• Hands-on exercise: Create connections to import text files and load data into Excel.

Transform data using the Query Editor

• Sort and filter data.
• Select relevant rows and columns.
• Remove duplicates and fix errors.
• Format text, numbers, and dates.
• Split columns based on delimiters.
• Replace specific values.
• Refresh the data after modifications.

Advanced Table Management and Manipulation

• Add new tables.Merge multiple tables.
• Group rows using statistical functions.
• Pivot tables (transpose data).
• Combine data from different sources.
• Utilize relationships between database tables.
• Create aggregate tables.
• Define a data source using an SQL query.

Creating and Managing Calculated Columns

• Add new columns.
• Insert indexes.
• Create calculated columns.
• Define columns using formulas.
• Use arithmetic operators in calculated columns.
• Fill in missing values

Advanced Query Editing and Introduction to the M Language

• Read, understand, and modify queries: introduction to the M language.
• Edit queries directly in the formula bar.
• Use the advanced editor for precise editing.
• Utilize the advanced editor to adjust queries created through the graphical interface.
• Design calculated columns using the M language.

Description

Data mining is based on the mastery of fundamental data exploration techniques: descriptive, predictive or exploratory statistics. This practical course will introduce you to methods such as regressions and PCA and teach you how to implement them with R software.

Who is this training for ?

Training objectives

Understand the principle of statistical modeling
Choose the type of regression based on the type of data
Make predictions
Create selections and rankings in large volumes of data to identify trends

Training program

Introduction to modeling

• Modeling: regression.
• Statistical modeling: reminders of statistical tests.
• Data analysis.
• Introduction to R software.
• Practical work Presentation of several modeling examples.
• Installation of R and the packages to be used.
• Applications on R, tests and interpretations on examples .

Linear regression analysis

• Principle of linear regression.
• Simple regression, when the model has a single parameter for continuous data.
• Multiple regression, when there are more than 'a parameter.
• Other types of models for continuous data.
• Practical work Practical application in R.
• Case of simple regression and regression multiple.

Logistic regression analysis

• Presentation of the different types of logistic regression.
• Binary logistic regression.
• Ordinal logistic regression.
• Multinomial logistic regression.
• Practical work Application on R with practical cases for cases of non-continuous data.
• Processing on data with two modalities, then with ordinal modalities, then nominal modalities.

Component analysis

• Presentation of the different types of analyzes and selection.
• Principal Component Analysis (PCA).
• Multiple Correspondence Analysis (MCA).
• Hierarchical Classification on Principal Components (CHCP).
• Practical work The principal components make it possible to understand the covariance structure of the initial variables and/or to create a smaller number of variables to using this structure.
• Applications on R.

Factor analysis of data

• Understand the principle of factor analysis: summarize the structure of data into a fewer number of dimensions.
• Factor Correspondence Analysis (CFA).
• Analysis Multiple Factor Analysis (AFM).
• Factor Analysis for Mixed Data (AFDM).
• Practical work Factor analysis exercises on R.
• Identification underlying "factors" of dimensions associated with significant variability.

Description

This training will introduce you to the functionalities and possibilities of the Jasper Report tool, an Open Source report generation solution. You will learn how to design, structure and publish sophisticated documents that will allow you to effectively analyze your organization's data and activities.

Who is this training for ?

Training objectives

Install the Jasper Report solution and the iReport tool
Configure the data source of a report
Understand the basic structure and objects that make up a Jasper Reports report
Design a simple report from a data source
Develop a more advanced report with crosstabs and subreports
Run and publish a report to the web

Training program

Presentation

• The interests of reports.
• Problems of generating reports.
• State of the art, Open Source solutions.
• L 'JaperSoft offer: JasperReport, iReport, Query Designer.
• Reminders of the basics of XML.
• The usefulness of XML for using the Jasper Reports solution.

Jasper Report, getting started

• Prerequisites and installation procedure.
• Tools overview: iReport overview.
• Supported data sources.
• Declaring data sources.
• SQL queries, sorts and filters.
• Analysis of sample reports.
• Report generation process states.
• Compilation.
• Main elements of a file.
• jrxml.
• Practical work Installation of the solution Jasper Report, iReport and demos.
• Configuring a data source from a database.

Report design

• Structure of a report: sections, bands, columns.
• Fields in a report: declaration, types, rules.
• The different elements: text, image, graphic shapes.
• Parameters, expressions and variables.
• Formatting a report.
• Formatting a report.
• Styles and templates.
• Practical work Designing a simple report from a data source.

Advanced design elements

• Groups: principle, nesting, page breaks.
• Subreports: principle, sizing, referencing.
• Graphs and pivot tables: datasets, dataset run, OLAP.
• Practical work Design of an advanced report with crosstabs and sub-reports.

Publication of reports

• The JasperServer solution: iReport plugin, Report repository.
• JasperServer installation procedure.
• Web server and database configuration.
• Running reports.
• Import and export functions.

Description

This very operational course will allow you to learn the basics of business computer networks. You will see the most important aspects with teaching adapted to non-computer specialists. At the end, you will be able to configure and interconnect workstations with network equipment.

Who is this training for ?

Training objectives

Know the different network equipment Understand the main services and protocols: tcp/ip, udp, arp, http, https Know the different types of networks: LAN, MAN, WAN and wireless Install a physical network: hosts, cables, switches, routers

Training program

Introduction

• The unifying network of IS building blocks.
• The different elements and their role.
• Users and their needs.

Network typology

• The LAN, the MAN and the WAN.
• The client/server model.

Connection alternatives

• Twisted pair.
• Optical fiber.
• Wireless technology.

Local networks (LAN)

• The network card.
• MAC addressing.
• How Ethernet works, CSMA/CD.
• The speeds possible.
• Wireless local networks (802.
• 11x).
• Practical work Setting up a local network with switches and workstations.

WAN networks

• Why and when to use a WAN.
• The new MAN Ethernet infrastructure.
• Presentation of xDSL technology (ADSL/SDSL).

Routers

• Why and when to use a router? Presentation of routing mechanisms.
• Notion on the RIP and OSPF routing protocols.
• The translation of addresses and ports (NAT/PAT).
• Practical work Simulate a WAN network.
• Configure the default gateway on a workstation.

Application services

• The DNS, role and interest.
• Domain concept.
• Presentation of DHCP.
• Example of use.
• Internet messaging, HTTP and FTP.
• VoIP.
• From voice to telephony.
• Practical work Configure the workstations using DHCP.
• Transfer a file with FTP.
• Configure a DNS server.

Description

This course, in which practical work plays a central role, will allow you to understand and implement the essential elements of business computer networks. All the truly important aspects will be covered, including the functionality and implementation of interconnection equipment with emphasis on routers, TCP/IP and higher level protocols like DNS, DHCP, HTTP, etc.

Who is this training for ?

Training objectives

Know the different network equipment
Understand the importance of the TCP/IP protocol in the development of a network
Install a physical network: workstation, router, switch, dns, dhcp
Understand the main services and protocols: tcp/ ip, udp, arp, http, https

Training program

Introduction

• A network for what? The different elements and their role.
• User needs (communicating on site, between remote sites, with the outside world).

The different networks

• Classification of the different types of networks.
• Advantages and disadvantages of the different technologies.
• Which technologies for which needs?rnIntroduction to the client/server model .
• Share resources.
• Nature and purpose of a protocol.
• The ISO/OSI model: what is the point?

Connection alternatives

• Twisted pair, coaxial and optical fiber.
• Principle and rules of cabling.
• Wireless and power line transmission (PLC).
• Modems.

Local networks (LAN)

• Why and when to use a local network? Political choices of manufacturers.
• Ethernet addressing.
• Constraints, advantages and mode of operation of Ethernet (CSMA/CD).
• The explosion of speeds.
• Gigabit Ethernet.
• Introduction to wireless networks (802.
• 11x).

The different equipment

• Bridges and switches.
• Routers, roles and interest.
• Gateway concept.
• Presentation of some types shared Ethernet architecture, switched Ethernet.
• Data frame switching.
• The Spanning Tree protocol.
• Principle and mode of operation.
• Presentation of VLANs.
• Practical work Creation of a local network with switches and workstations.

Wide Area Networks (WAN)

• Why and when to use a WAN network? WAN objectives and services.
• Panorama of WANs and protocols used (MPLS, ATM.
• ) .
• ADSL and its derivatives.
• Principle and architecture.

TCP/IP basics

• Network addressing constraints.
• The IP protocol.
• Addressing and configuration.
• Broadcast and Multicast.
• Principles of TCP and UDP protocols.
• Notion of port number.
• The client/server model.
• Practical work Installation of the Wireshark network analyzer.
• Configuring IP address parameters on workstations.
• Identify and work with MAC addresses, ARP requests and the ARP table.
• Connection tests between stations.

Routers

• Why and when to use a router? Presentation of routing mechanisms and a routing table.
• Which protocol for which type of routing? The main protocols routing: RIPv2, OSPF, BGP.
• Identify and work with MAC addresses, ARP requests and the ARP table of routers.
• Practical work Physical connection of routers .
• Configuring IP addresses on routers.
• Working with MAC addresses, ARP requests and the ARP table of routers.
• Analyze the IP address table routing of the workstation and that of the router.
• Connection tests between the stations and the router.

The main high-level services and protocols

• The DNS name server.
• Role and interest.
• Operating principles.
• Domain concept.
• The DHCP server.
• Assign IP addresses dynamically.
• Other services provided by DHCP.
• SMTP, POP3, IMAP4 messaging protocols .
• HTTP, HTTPS, FTP, TELNET and SSH.
• Voice over IP, introduction to the SIP protocol.
• Practical work Example of 'use of FTP between workstations and the FTP server.
• Telnet connection on routers (tracing and analysis of frames and packets).
• Integration of workstations work as a DNS and DHCP client.

Introduction to Network Security and Administration

• Fundamentals of IT security.
• Risks and threats.
• The firewall and the VPN.
• Principles.
• Why is administration essential? The SNMP network equipment administration protocol.
• Administration solutions (Nagios, Cacti.
• ).

Description

During this training, you will learn how to diagnose and resolve failures that may occur within a network infrastructure. You will discover the different sources of possible problems and the areas of research to identify them. You will work on different approaches and solutions to learn to identify the causes of anomalies and resolve them effectively.

Who is this training for ?

Training objectives

• Acquire a methodology for solving problems within a network infrastructure
  
• Check an entire network: clients, servers, switches, routers
  
• Troubleshoot switches and routers
  
• Monitor routers and switches with SNMP
  

Training program

Reminders of basic concepts

• Reminders of basic concepts

Local networks

• Reminders of the operation of an Ethernet network.
• The switch in a network architecture.
• The principles of switching.
• The Spanning Tree protocol.
• VLAN networks.
• Common problems.
• Configuration and troubleshooting of switches.
• Practical work Switch configuration and VLAN implementation.
• Fault simulations and troubleshooting.

Wireless networks

• Modes and principles of operation.
• Implementation of Wi-Fi networks.
• The different standards linked to IEEE 802 networks.
• 11.
• Security: WEP, WPA, WPA-2.
• Practical work Implementation of a Wi-Fi access point, common problems and troubleshooting.

The router

• The operating principles of IP networks.
• Addressing and the use of masks.
• The routing function and protocols.
• The ARP protocol on LAN.
• Static and dynamic configuration.
• Configuration of backup and restoration.
• The main problems encountered.
• Router troubleshooting techniques.
• Practical work Implementation and testing of an entire network (clients, servers, switches, routers).
• Failure simulation and troubleshooting.

Network infrastructure services

• The DHCP service.
• Implementation.
• Deployment of a DHCP server and DHCP relays.
• The DNS.
• What is DNS for? Forward zone, reverse zone.
• Static or dynamic DNS.
• Common problems.
• Tests and troubleshooting.
• Practical work Deployment, testing and use of DNS and DHCP.
• Failure simulation and troubleshooting.

Le protocole SNMP

• SNMP principles: supervisor and agents.
• The different versions of SNMP.
• MIBs.
• SNMP alarms and notifications.
• Implementation on switch, router, and server.
• SNMP agent configuration version 1, 2c and 3.
• Paid applications.
• Open Source tools.
• How to use SNMP.
• Practical work Using SNMP with Windows and Linux.
• Using SNMP to routers and switches

Description

The shortage of IPv4 addresses makes the need to migrate to IPv6 inevitable. This migration cannot be carried out in one piece, the coexistence of the two worlds is bound to continue. At the end of this internship, you will have learned the different migration mechanisms available as well as their fields of application.

Who is this training for ?

Training objectives

Know how to implement a successful transition to IPv6 using proven techniques
Be able to ensure application compatibility with IPv6
Understand how to deploy enhanced routing protocols to support IPv6 and IPv4 simultaneously

Training program

Reminders of IPv6 fundamentals

• Types of IPv6 addresses (Unicast, Multicast, Anycast).
• The IPv6 header and the different options.
• Fragmentation management.
• Neighbor discovery (NDP).
• Practical work Activation and configuration of IPv6 on machines and routers.
• Analysis of network traces.

IPv6 infrastructure services

• The DNS service.
• The record types for IPv6 addresses.
• The decorrelation between the transport protocol and the records.
• The DHCPv6 service.
• The services offered.
• Practical work Setting up DNS and DHCP services in an IPv6 network context.

Network transition/migration mechanisms

• Possible solutions.
• Dual IP stack (IPv4/IPv6), advantages/disadvantages.
• Single use of IPv6 only, advantages /disadvantages.
• Transition mechanisms and their fields of application.
• Presentation of operator solutions.
• The 6th.
• The DS-Lite.
• The NAT64 / DNS64.
• The ISATAP mechanism.
• The TEREDO protocol.
• Practical work Setting up tunnels to access IPv6 services in an infrastructure where only the IPv4 protocol is available

Introduction

• Threats specific to IPv6.
• The relationship between IPv6 and IPSec.
• The interaction of IPv6 and firewalls.
• Practical work Implementation of a filtering policy on the IPv6 network.

Accessing applications in a dual-stack environment

• The principle of the "happy eyeballs approach".
• How to access IPv4 servers with IPv6 clients and vice versa.
• Balancing load with protocol translation (SLB-PT).
• The IPv4-IPv6 proxy.
• Practical work Example of making a configured service available to IPv6 clients with an IPv4 server.

Description

This internship covers the daily tasks of monitoring and administering enterprise systems and networks in Windows and Linux environments with TCP/IP and cross-platform routers. It relies on basic system commands and Open Source tools.

Who is this training for ?

Training objectives

Define an administration strategy for the network
Use system commands to observe the functioning of the systems
Use Open Source administration tools: SmokePing, Munin, SNMP, MRTG, Nmap, AIDE and Nagios

Training program

Principles of systems and network administration

• What to monitor? System resource usage.
• File system.
• Users.
• Network traffic.
• Routers.
• What means, what tools? Basic tools.
• System commands, routine scripts.
• System logs.
• Additional software.
• Network observers.
• SNMP tools.
• File system auditing.
• Network scanners.
• Practical work Definition of an administration strategy

Deploying a TCP/IP and Linux network

• Reminders about TCP/IP architecture: protocols and services.
• Addressing and routing.
• Address classes and network mask.
• General operation of routing and routers.
• Configuring systems.
• Configuring routers.
• Deploying network services.
• FTP, Web and DNS servers.
• Routing protocols.
• Administration strategy.
• Practical work Installation of a network business: configuring systems and routers.
• Adapting the administration strategy to the network.

Basic commands for observing systems operation

• Observation of processes and resources used.
• ps, lsof, df, du.
• Observation of users.
• w, who , whodo, last.
• Analysis of active network services.
• Netstat.
• Practical work Use of basic commands and for monitoring.

Open Source Administration Tools

• Network observer: Ethereal.
• General operation.
• Creation of display filters.
• Analysis of Ethereal traces.
• Network scanners: Nmap and Nessus.
• What is a "scanner"? Local scanning.
• Network scanning.
• Auditing file systems: HELP.
• Nagios, a complete solution for monitoring networks, servers and applications.
• Other Open Source administration tools .
• Big Brother and Hobbit.
• Practical work Configuration and use of Ethereal, SmokePing, Munin, SNMP, MRTG, Nmap, AIDE and Nagios.
• Presentation of Big Brother and Hobbit

Other security techniques and tools

• Filters on routers and systems.
• Firewall.
• IDS (Intrusion Detection System).
• Encryption and digital certificates .

Description

Nagios is an Open Source solution for monitoring your servers, networks and applications. This course will teach you good practices for operating it, including how to install it, configure it and adapt it to your environment.

Who is this training for ?

Training objectives

Install and configure Nagios
Monitor your Linux and Windows servers with Nagios
Configure Nagios from a web interface
Report key metrics for reporting

Training program

Introduction

• The challenges of an administration solution.
• Market solutions.
• The place of Nagios.

Implement a Nagios solution

• Identification of needs.
• Monitoring, QoS metrics and performance management functions.
• Nagios fundamentals: hosts, services, commands, hostgroups .
• What can be administered with Nagios? The place of SNMP in Nagios administration.
• Practical work Case study and demonstration of Nagios, Nagvis , NagiosBPI, NagiosXI, Centreon.

Architecture de Nagios

• Description of the architecture.
• Plug-ins and service checks.
• Authentication of administrators and operators for access to features.
• External modules: metrology, grapher.

Install and configure Nagios

• Installation from a tarball and recompilation of Nagios.
• Installation of the standard set of plug-ins with recompilation.
• Adding a plug-in not delivered in the standard game.
• How to develop a plug-in? How to add complementary bricks? SNMP and in particular traps with the Nagios solution.
• Setting up a Grapher based on rrdtools.
• How to use SNMP for monitoring? Practical work Install Nagios and its plug-ins.
• Manage Linux servers with NRPE and ssh, and Windows servers with NSClient++ and WMI clients.

Adapt Nagios to your environment

• Understand the graphical interface.
• The possibilities of adapting to the needs of the administration solution to be implemented.
• Customize the graphical interface.
• Define usage profiles for users with their rights.
• Visibility of the managed system.
• Practical work Setting up a grapher.
• Creation of profiles according to the zones to be administered.
• Setting up nagiosmobile, vshell.

Complementary solutions

• Positioning of various solutions: Centreon, Nagios XI, icinga.
• The essential applications.
• Nagvis, a graphical interface based on Ajax, management of network flows with weathermap.
• Nagios BPI, modify your interface into a view adapted to your business constraints.
• Practical work Nagios XI demonstration.
• Installation, use from Centreon, Nagvis and NagiosBPI.

Description

This training will provide you with all the elements necessary to operate Nagios in the most efficient conditions. You will learn how to perform key operating tasks like backup operations, adding plugins, using intelligent business process tools, etc.

Who is this training for ?

Training objectives

Know the features of Nagios
Configure Nagios from a Web interface
Monitor your Linux and Windows servers with Nagios
Report key metrics for reporting

Training program

NAGIOS fundamentals

• Nagios objects: Hosts, Services, commands, hostgroups, servicegroups, contacts, contact groups and time periods.
• The basics of Nagios in terms of architecture, configuration file, d 'exploitation.
• Global monitoring of Linux and Windows servers.
• Plugins, understand and develop them.
• Application installation scripts complementary.
• Management of the incident process with contacts, timesperiods, notifications.
• User management through contact objects, nagios contactgroup for user rights 'access to the system.
• Practical work Implementation of the management of a server using services.
• Implementation of a plugin.
• Installing a grapher using a script.
• Backing up your nagios server.

Server management

• Monitoring Windows: solutions with NSClient ++ (either with check_nt or check_nrpe) Monitoring Linux Servers with ssh or nrpe techniques.
• Use of Microsoft WMI by nagios to administer Windows servers.
• Practical work Management of a Windows server using NSCLIENT++ (with and without nrpe).
• Windows management using WMI.
• Managing a Linux server using SSH-enabled scripts or the NRPI agent.

The use of SNMP in the administration of an information system

• SNMP principles and objects.
• The SNMP protocol for managing a Linux system.
• Using SNMP for managing a Windows system .
• Manage network equipment and printers with SNMP.
• SNMPTT and NSRI tools for managing SNMP traps.
• Practical work Management flow with bandwidth graph of a Linux network interface with SNMP.
• Management of a switch-router with SNMP.

The essentials: NDO Nagvis and Nagios BPI

• NDOUtils, the add-on for Nagios.
• Centreon interface implementation.
• The graphical access system to nagios Nagvis.
• BPI a Business Process Intelligence interface for nagios objects.
• Practical work Installation and use of Nagvis and NagiosBPI.

Description

Who is this training for ?

Training objectives

Training program

Introduction to Zabbix

• Why choose Zabbix in the set of monitoring tools.
• Its contribution, its positioning.
• The history, architecture, functionalities, fundamentals.
• General presentation of the various components and the human-machine interface.
• Demonstration Using a Zabbix server with these various functionalities.

Installation and configuration

• Initial Zabbix Server.
• Installation from sources.
• Configuring basic components.
• Installation of Zabbix agents on Linux and Windows.
• Concepts of items, triggers, discovery rules, graphs as part of the configuration of hosts managed by Zabbix.
• Description of data collection.
• Practical work Setting up a Zabbix administration server with Linux and Windows servers with Zabbix agents using templates.

Automation

• Templates to facilitate the configuration of managed elements.
• Using XML for import/export.
• Backup procedures.
• Discovery functions in Zabbix.
• Practical work Adaptation of an existing template, creation of templates, then import/export.
• Setup backup procedures for the Zabbix server and the associated mysql database.

Zabbix et SNMP

• Understanding SNMP: objects, MIBs, how to use them appropriately and in what context.
• The place of SNMP in Zabbix administration.
• Configure network equipment in the Zabbix server.
• Practical work Manage network equipment, router and/or switch, using SNMP in the Zabbix server.
• Automatic discoveries components of equipment.

L'interface homme/machine

• The reporting functions in Zabbix.
• The mapping made available in Zabbix.
• The graphs delivered with Zabbix for performance management.
• Web server management.
• Zabbix inventory functions.
• Practical work Using Zabbix to analyze the performance and status of equipment networks.
• Web server management.

Description

At the end of this course, you will have understood the objectives and characteristics of an IP video project, as well as the main advantages of IP over analog. You will have learned to choose the right equipment, to optimize architecture and storage, as well as to anticipate and manage the evolution of a network.

Who is this training for ?

Training objectives

Know the chronological stages of a video surveillance project
Understand the legal context of video protection and the possible missions of video cameras
Evaluate the flow rates according to the context: realistic calculation of powers and storage capacities, choice of disks
Understand the main technologies used in IP video cameras: choice of focal lengths, choice of models
Understand the simulation and design working documents in the project phase, the maintenance monitoring table
Master the criteria for choosing key equipment: cameras, servers, networks, video analysis

Training program

Introduction

• The evolution of video surveillance architectures (from VCR to NVR, NVS).
• Analogue and digital comparison table.
• Strengths and weaknesses of IP.

Manage a video surveillance project

• Urban or private.
• Key elements of a video surveillance system.
• Drafting specifications.
• Acquisition / Cameras.
• Transmission / Networks.
• Recording / Recorders.
• Detection / Manual and automatic operation.
• The objectives, mistakes not to make.

Cameras

• What is an IP camera? Current models and selection criteria.
• Number of areas to cover.
• Type of area and traffic .
• Domes or fixed, mobile, field, exterior or interior, brightness, day/night, infrared, LED, thermal.
• Resolutions, sensors, mega-pixel, HDTV.
• Optics, focal lengths, auto Iris, light correctors.
• IP settings and on-board network services.
• Audio and power supply type.
• Practical work Configuration of an IP camera.

Networks

• Number of cameras? Distances? Optimize bandwidth, budget and architectures.
• Segmentation, reuse of coaxial cabling in IP.
• Management remote access.
• Router configuration.
• Fixed IP addresses or DHCP.
• Securing data and access.
• Practical work Creation of a network of cat5, coax, tel.
• and Wi-Fi IP cameras, with remote access, bandwidth tests.

Storage and analysis

• Centralized or remote, DVR, NCR, NAS.
• Calendars.
• Alarm management.
• Duration and resolution.
• Recording frequency.
• Disk space.
• Redundancy.
• Backup.
• Raid.
• Number of display stations (SD or HD).
• External display (WAN).
• Access rights management.
• Time management.
• User and profile management.
• Case study On diagrams, points of sale, school, industrial site, airport, urban environment.

Actors, standardizations and perspectives

• Market players (hardware, software).
• Standardization and interoperability.
• CNIL.

Description

This course will teach you how to install, configure and troubleshoot a surveillance camera using the IP protocol. You will see, among other things, the definition of an addressing plan, the tools offered by manufacturers as well as the applications allowing you to test and measure digital video image flows.

Who is this training for ?

Training objectives

Master the constraints linked to compliance with the Order on technical standards for video surveillance systems
Diagnose and resolve the main video and IP failures
Define detection zones, private masks, activate self-protection
Create a plan of addressing and a recipe and installation monitoring document
Test and adjust the flow rates adapted to the application
Learn to use public domain software to test and measure flows

Training program

Introduction

• Legislation, prerequisites for a video surveillance installation, video protection.
• IP video network: components, operation.
• CPU, bandwidth and storage issues.
• Types of IP cameras and encoders.
• Functions of an analog camera and an IP camera.
• Software for configuring cameras.
• Demonstration Connection of several fixed, motorized, varifocal cameras, encoders, NVR, comparison with analog.
• Illustration of the differences between manufacturers (via videos).

Camera selection and configuration

• Which camera for what use and what settings? Compliance with the addressing plan, recording times and capacities.
• Firmware, VMS: settings and factory reset.
• Network settings, time and security.
• Image settings: exposure, gain, Shutter.
• Settings for video streams, cropping, bitrates, quality, limits.
• Mask settings, detection zones and events, maintenance.
• Practical work Create an addressing and storage plan, connect, detect and carry out the main IP settings of IP cameras and encoders.
• Carry out optical and bitrate settings.

Malfunctions that may occur during the first implementation

• Problem resolution methodology.
• Accessories for interventions on IP and POE IP networks.
• Networks: physical, transport, networks or applications), cabling or elements active (power supply.
• ).
• Mechanical optical adjustments, software, settings, flow rates.
• Linked to servers, video walls and client stations, recorders .
• Practical work Diagnose the possible causes of a breakdown.
• Replace a camera with an equivalent configuration.

Breakdowns during operation

• Technical monitoring and maintenance file.
• Site audit before maintenance.
• Detect a drop in system performance.
• Most frequent preventive and curative operations (cameras, servers, networks, storage).
• MTBF, YFR and spare parts.
• Practical work Preparation of a notebook site tracking.

Conclusions

• Sources of information before configuration and maintenance.
• IP cameras: strengths and weaknesses.

Description

This internship will allow you to acquire the basics of management by objectives. It will show you how to manage your employees, support them and mobilize them based on specific objectives.

Who is this training for ?

Training objectives

Know the main families of objectives
Formulate SMART objectives to your collaborators
Communicate the objectives
Evaluate the achievement of the objectives
Support your collaborators in achieving the objectives

Training program

Understand the importance of goals

• Define the notion of objective.
• Understand the importance of objectives for employees.
• Objectives from a management point of view.
• Know the two main families of objectives.
• Operational objectives: quality, quantity, deadline.
• Progress objectives: knowledge, know-how, interpersonal skills .

Nature of objectives

• How to know the nature of the objectives? Know how to link the objectives to the projects.
• The objectives in relation to the collaborator.
• How to attach them to the tasks to achieve? Objectives linked to professional skills and behavior at work.
• Practical work Develop the typology of your own objectives based on a given grid.

Know how to set a goal

• Characteristics of a SMART objective (Specific, Measurable, Acceptable, Realistic, Time-limited).
• Know how to define a SMART objective.
• Know how to formulate objectives.
• Learn to communicate objectives (action verbs, golden ratio.
• ).
• Practical work Training in writing SMART goals.

Evaluate the achievement of objectives

• Become aware of the points of vigilance.
• Prioritization and coherence.
• Adequacy of objectives and resources.
• Decline a project or strategy into operational objectives.
• Vertical and horizontal declination.
• Transform a collective objective into an individual objective.
• Practical work Exercise: personalized analysis on the evaluation of the objectives set for its collaborators.

Piloting tools

• Define indicators for your team.
• Dashboards to evaluate the achievement of objectives.
• Analyze performance and gaps.
• Practical work Exercise: creating a dashboard to evaluate the achievement of objectives.

Supporting your colleagues

• How to support your employees in achieving objectives? Practice regular interviews.
• Set up progress and feedback points.
• Implement corrective actions.
• Practical work Scenario with interview simulation: training in various management situations such as the reframing or delegation interview, feedback sequence and mobilization meeting .

Description

This course will show you how to have a precise view of your sales territory in a B2B environment. You will learn how to segment your portfolio and build a strategy for developing your turnover.

Who is this training for ?

Training objectives

Organize your data to facilitate analysis and make results more reliable.
Exploit the calculation potential, automate processing and formatting without programming: complex, nested, matrix formulas.
This training does not cover dynamic cross tables. To do this, follow "Excel - Pivot Tables - Level 2

Training program

The foundations of Individual Commercial Performance

• Short and long-term commercial effectiveness.
• Manage commercial performance: organization and communication.
• Understand the marketing position of your products/services.
• Realize the history of your customers and commercial relationships.
• What are customers' expectations? Exercise: Exercise: in subgroups on customer expectations .

Photograph of its customer portfolio

• The ten steps to developing your PAAC.
• Evaluate your client portfolio.
• Portfolio segmentation, client distribution.
• Classify the clients according to their potential.
• Take ownership of the MDFC concept.
• Case study Case study on the MDFC matrix.

Prospecting and loyalty actions

• Nominal qualification and overall photograph of the portfolio.
• Establish a factual diagnosis of your portfolio.
• Work on your "core targets".
• Determine your actions and priorities.
• Develop a strategy with low-value clients.
• Exercise: Exercise: analyzing your own portfolio.

Achieve your turnover objectives

• Set forecast commercial objectives: responsibility for the territory.
• Set qualitative activity objectives: activity potential of the seller.
• Put arguments in place of turnover development.
• Use loyalty levers (telemarketing, mailing.
• ).
• Anticipate objections, plan fallback solutions.
• Define a pricing strategy and prepare compensation.
• Exercise: Exercise: on achieving objectives and organizing your work.

Improve your profitability

• Establishment of a means plan to maintain, develop, maintain and prospect its customers.
• Establishment and use of dashboards.
• Have clear visibility of your schedule to manage your time and efficiency.
• Exercise: Exercise: on monitoring your commercial activity.

Description

How to improve your practices when using subcontracting? What type of contract should you choose to guarantee performance? How to monitor and control quality? This training will allow you to answer these questions and implement good practices with a view to continuous improvement.

Who is this training for ?

Training objectives

Identify the issues surrounding the use of service providers Know the legislative framework for subcontracting Contract the relationship with a view to performance Control the service delivery

Training program

Issues and context of using service providers

• The economic context.
• The different types of subcontracting.
• Examples.
• Study of some concrete cases as a illustration.
• Exchanges Group discussions relating to the choice of using service providers.

Know the legislative framework for subcontracting

• Presentation of the main elements to take into account.
• What questions to ask? The legal definition of subcontracting (law 75-1334 of December 31, 1975).
• The responsibilities of the different parties involved.
• The offense of bargaining (Labor Code).
• Clandestine work: Law of 1994.
• Prevention plan: decree of 20.
• 02.
• 1992.
• Second workers: 2014 law against social dumping.
• Case study Work on concrete cases relating to legal risks linked to subcontracting.

Contractualize the relationship in a performance logic

• Differentiate between the different types of contracts.
• Purchase/sale contracts.
• Business contracts.
• The contracts with obligation of means or results.
• Formalize specifications and contracts.
• Take into account the standard clauses of specifications for maintenance.
• Take the accompanying documents into account.
• Take the form of the price into account: fixed price, unit price, controlled expenditure.
• Exercise: Scenario of a concrete case with drafting of specifications.

Master the legal tools for relevant management of service providers

• Ensure an effective relationship with service providers.
• Organize and ensure regular monitoring of services.
• Lead monitoring meetings and write reports.
• Receive benefits (1978 Law).
• Lift reservations, follow guarantees.
• Close the file.
• Evaluate the services.
• Which evaluation criteria to choose? Examples.
• Implement audits and evaluation tools.
• Define and enforce a Plan of Quality Assurance.
• Case study Practical cases on the implementation of service delivery control.

Description

Facebook and Twitter are among the most used social networks. Mastering the different uses and formats specific to the animation of your communities is essential for effective and targeted communication. You will delve deeper into their specific features and advanced functionalities.

Who is this training for ?

Training objectives

Know how to define your communication strategy on Facebook and Twitter
Understand the challenges of Facebook and Twitter for business communication
Enrich your Facebook page and know how to manage your community
Develop your influence and visibility with Twitter

Training program

Identify the challenges of Facebook for business communication

• The potential of Facebook and its operating principles: Post, Like, Share.
• The impact of 'Reach' on the visibility of its publications.
• The choice of model: profile, group or page.
• Exercise: Benchmarking of competitors.

Understanding the Twitter phenomenon

• The specificities and impacts of Twitter.
• The composition of a tweet: format, symbols, shortcuts.
• Vocabulary: followers, hashtags.
• Exercise: Familiarization with Twitter's own writing.

Define your communication strategy

• Define your objectives: customer relations, prospecting, employer brand, sales.
• Measure the impacts on the organization.
• Define your KPIs: ROI, ROE, ROA.
• Exercise: Define your presence strategy on Facebook and Twitter.

Create and enrich your Facebook page

• Create and personalize your page.
• Manage the distribution of your publications.
• Use advanced features.
• Practical work r nCreation and personalization of your Facebook page, programming of publications.

Manage your Facebook community

• Know good practices on Facebook.
• Know how to moderate and engage in conversation.
• Optimize the visibility of your publications.
• Circumvent the drop in Reach with paid campaigns.
• Demonstration Discover paid campaigns.

Know how to tweet

• Know the main features, golden rules and good practices of Twitter.
• Personalize your Twitter profile.
• Optimize the distribution of your tweets.
• Exercise: Learn to tweet.
• Personalize your profile.

Expand your influence and visibility with Twitter

• Search for useful or influential profiles.
• Optimize the management of your Twitter account.
• Increase the visibility of your tweets: sponsored tweets.
• Organize a LiveTweet to host an event.
• Exercise: Find profiles, identify effective hashtags, create lists.

Ensuring effective monitoring using Twitter

• Organize your monitoring flows.
• Use advanced search functions.
• Practical work Creating monitoring workflows.

Description

Who is this training for ?

Training objectives

Improve your ability to respond to user requests
Acquire techniques and tools to professionalize your reception

Training program

Reception, a communication situation

• The communication diagram and the basic principles of communication
• Barriers to communication
• Ways to remedy them: active listening, feedback
• verbal and non-verbal communication

Communicate effectively in a physical reception situation

• Take into account the frame of reference of your interlocutor
• Respect a fair communication distance
• Inform with patience
• Listen while valuing your interlocutor
• Question with relevance
• Reformulate clearly and slowly in order to validate understanding

Communication techniques relating to telephone reception

• Differences and similarities between physical reception and telephone reception
• Specificities of telephone communication
• Specific techniques: making people wait, transferring the call
• Questioning and intelligence strategies

Description

The social report brings together all the figures allowing you to have an overall vision of the social health of a company over a period of 3 years. Companies with more than 300 employees must prepare a social report each year.

Who is this training for ?

Training objectives

Construct and analyze the social report.
Respect mandatory formalism and legal procedures.

Training program

Regulations

• Nature of the obligation depending on the size of the company
• Implementation procedure, timetable for completion and application, content
• The recipients
• Report models

The issues and objectives of the social report

• A real instrument for analyzing the social conditions of employees
• An overview of the past three years
• A vision of areas for improvement and actions to bring

Prepare and carry out your social report

• Identify the sources of information and the collection procedure
• Process and verify the information collected
• Guarantee consistency between the different indicators

Master the main indicators of the social report

• Employment: workforce, staff movements, absenteeism
• Remuneration: amount of remuneration, nature of remuneration
• Working conditions, health and safety: work accidents, occupational illnesses, duration and organization of working time
• Training: continuing professional training

Analyze and interpret the results of the social report

• The evolution of the balance sheet over time
• The company's social policy through the social balance sheet: knowing how to use all the balance sheet data
• Study of case

Description

Who is this training for ?

Training objectives

Understand the fundamentals of customer loyalty and its importance to business growth and profitability.
Explore a variety of loyalty techniques, including discounts, promotions, loyalty programs, etc. .
Learn practical skills to design, implement and evaluate effective loyalty strategies.
Identify best practices and emerging trends in the field of customer loyalty.
Develop a deep understanding of associated challenges and opportunities to customer loyalty in an evolving digital environment.

Training program

Session 1: Introduction to Customer Loyalty

• Importance of Customer Loyalty for Business Growth
• Fundamentals of Customer Loyalty
• Analysis of Current Trends and Challenges in customer loyalty

Session 2: Discount Strategies

• Types of discounts and their purposes (cash discounts, percentage discounts, purchase volume discounts, etc.)
• Design and implementation of effective discount programs
• Case Studies on Successfully Using Discounts to Build Customer Loyalty

Session 3: Planning and Executing Promotions

• Different types of promotions (flash sales, bundles, coupons, etc.)
• Developing promotional calendars and campaigns
• Assessing the effectiveness of promotions and adjusting strategies accordingly

Session 4: Loyalty programs

• Key concepts of loyalty programs (reward points, VIP status, exclusive benefits, etc.)
• Creating and managing personalized loyalty programs
• Analysis of Loyalty program data to improve customer engagement and retention

Session 5: Omnichannel Strategies

• Integration of discounts and promotions across different sales channels (physical stores, online, mobile, social networks, etc.)
• Using technology to personalize offers and track the customer purchasing behavior
• Examples of successful omnichannel strategies in customer loyalty

Session 6: Ethics and sustainability in customer loyalty

• Discussion on ethical and responsible practices in the use of discounts and promotions
• Sustainable approaches to building customer loyalty without compromising long-term profitability
• Recommendations for ethical and sustainable customer loyalty in a changing world