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Certificates: Customer Data Manager" certificate
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Additional Certificates: Certificate "Customer service with CRM"
Certificate "AWS Certified Cloud Practitioner"
Statistics" certificate
Certificate "Relational Databases SQL"
Certificate "PCEP™ - Certified Entry-Level Python Programmer" -
Examination: Praxisbezogene Projektarbeiten mit Abschlusspräsentationen
AWS Zertifizierungsprüfung CLF-C02 (in englischer Sprache)
Certified Entry-Level Python Programmer (PCEP™) (in englischer Sprache) -
Teaching Times: Full-timeMonday to Friday from 8:30 a.m. to 3:35 p.m. (in weeks with public holidays from 8:30 a.m. to 5:10 p.m.)
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Language of Instruction: German
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Duration: 20 Weeks
Customer service with CRM
Basics & Strategic CRM (approx. 2 days)
CRM as a strategic corporate function
Companyblueprint: company processes
CRM vs. pure software solution
Business models & target group analysis (approx. 1 day)
Business models in the CRM environment
Market and target group definition
Personas for a differentiated customer approach
Sales channels in strategic CRM
Customer worlds & individual relationships (approx. 1 day)
Definition of the customer world
Customer journey, customer experience
Customer needs-demands-motives
ERP & operational CRM (approx. 1 day)
Resource planning and business contexts
CRM in the value chain
Synergy between sales, marketing & service
Data protection & GDPR (approx. 1 day)
Data protection
GDPR in marketing
DSGVO practical cases
CRM software systems (approx. 2 days)
Introduction to CRM systems
Implementation of software
Mapping processes, automating workflows
Artificial intelligence (AI) in CRM (approx. 1 day)
Presentation of specific AI technologies
Predictive analytics
Sentiment analytics
AI humanizers for customer loyalty
Analytical CRM (approx. 2 days)
KPIs for measuring success
Data mining, OLAP
SWOT analysis in CRM
Drill-down analysis
Customer Relationship Cycle & Customer Satisfaction (approx. 2 days)
Customer Relationship Cycle
Satisfaction management: NPS, CSAT, KANO & parameters for optimization
Customer acquisition, customer loyalty & increasing profitability (approx. 2 days)
Account-Based Marketing (ABM)
Strategic acquisition processes
Loyalty programs
Increase profitability
Customer communication as a relationship guarantor (approx. 2 days)
Conversational skills and empathy in customer contact
Psychology of customer relationships
De-escalation techniques for critical customer moments
How authentic communication creates long-term relationships
Project work (approx. 3 days)
To consolidate the content learned
Presentation of the project results
AWS Cloud Administrator
Cloud concepts (approx. 3.5 days)
Advantages of the AWS Cloud
Principles of the AWS Cloud design
Migration to the AWS Cloud
Concepts of cloud economics
Artificial intelligence (AI) in the work process
Presentation of specific AI technologies
and possible applications in the professional environment
Security and compliance (approx. 4.5 days)
AWS model as shared responsibility
AWS cloud security, governance and compliance concepts
AWS access management functions
Components and resources for security support
Cloud technology and services (approx. 5 days)
Methods for deployment and operation in the AWS Cloud
Global AWS infrastructure
AWS computing services, database services, network services, and storage services
AWS service for artificial intelligence and machine learning as well as analytics services
Services from other covered AWS services categories
Invoicing, pricing and support (approx. 2 days)
Comparison of AWS pricing models
Resources for billing, budget and cost management
AWS technical resources and support options
Project work, certification preparation and certification exam (approx. 5 days)
AWS Certified Cloud Practitioner CLF-C02 (in English)
Statistics
Statistical basics (approx. 6 days)
Measurement theory basics (population and sample, sample types, measurement and scale levels)
Univariate descriptive statistics (frequency distributions, central measures, measures of dispersion, standard value, histograms, bar charts, pie charts, line charts and box plots)
Bivariate descriptive statistics (measures of correlation, correlation coefficients, crosstabs, scatter plots and grouped bar charts)
Basics of inductive inferential statistics (probability distribution, normal distribution, mean value distribution, significance test, Fisher's null hypothesis test, effect size, parameter estimation, confidence intervals, error bar charts, power analyses and determining the optimum sample size)
Artificial intelligence (AI) in the work process
Presentation of specific AI technologies
and possible applications in the professional environment
Methods for comparing two groups (approx. 5 days)
z- and t-test for a sample (deviation from a specified value)
t-test for the mean difference between two independent/connected samples
Testing the effectiveness of actions, measures, interventions and other changes with t-tests (pretest-posttest designs with two groups)
Supporting significance tests (Anderson-Darling test, Ryan-Joiner test, Levene test, Bonnet test, significance test for correlations)
Nonparametric methods (Wilcoxon test, sign test, Mann-Whitney test)
Contingency analyses (binomial test, Fisher's exact test, chi-square test, cross-tabulations with measures of association)
Methods for comparing the means of several groups (approx. 5 days)
One- and two-factorial analysis of variance (simple and balanced ANOVA)
Multi-factorial analysis of variance (general linear model)
Fixed, random, crossed and nested factors
Multiple comparison methods (Tukey-HSD, Dunnett, Hsu-MCB, Games-Howell)
Interaction analysis (analysis of interaction effects)
Selectivity and power analysis for variance analyses
Introduction to Design of Experiments (DoE) (approx. 1 day)
Full and partial factorial experimental designs
Project work (approx. 3 days)
To consolidate the content learned
Presentation of the project results
Relational databases with SQL
Basics of database systems and SQL (approx. 3 days)
Overview of database systems and models
Redundant data and data integrity
Normalization and BCNF
Database design and entity relationship model (ERM)
Primary and foreign keys
Relationships between relations
Data types in SQL
Indexes and performance
Constraints and validation
Queries (SQL)
Forms and reports in modern DBMS
Circular reference and dependency management
Introduction to SQL Server Management Studio (SSMS) (approx. 2 days)
Overview of SQL Server and SSMS
Physical database design
Creating tables and defining data types
Constraints, default values and relationships
Database diagrams and relationships
Backup and restore
Artificial intelligence (AI) in the work process
Presentation of specific AI technologies
and possible applications in the professional environment
Introduction to DDL (Data Definition Language) (approx. 8 days)
SQL basics and advanced syntax
Creating tables and defining constraints
Operators and function definitions
Queries and manipulation of data
Error handling and transaction management
DCL - Data Control Language and Security (approx. 1 day)
User administration and authorizations
Roles, authorizations and auditing
Data types, data import and export in modern systems (approx. 1 day)
Data import and export
Modern data types
Project work (approx. 5 days)
To consolidate the content learned
Presentation of the project results
Programming with Python
Python basics (approx. 1 day)
History, concepts
Usage and areas of application
syntax
Lexis, semantics
PEP-8 conventions
Interpreter vs. compiler
First steps with Python (approx. 5 days)
Numbers
Strings
Date and time
Standard input and output
Numeric operators
Comparison, logical and bitwise operators
Data type conversion
list, tuple dict, set
List functions and methods
Branching and loops (if, for, while)
member operators
Artificial intelligence (AI) in the work process
Presentation of specific AI technologies
and possible applications in the professional environment
Functions (approx. 5 days)
Define your own functions
Variables
Parameters and arguments
Return values
Recursion
Namespaces
Functional programming
Troubleshooting (approx. 0.5 days)
try, except
Error types
Intercepting program interruptions
Error forwarding between functions
Object-oriented programming (approx. 4.5 days)
Python classes
Methods
Immutable objects
Data class
Inheritance
Project work, certification preparation and certification exam "PCEP™ - Certified Entry-Level Python Programmer" in English (approx. 4 days)
Changes are possible. The course content is updated regularly.
After the course, you will be able to analyze and optimize customer relationships. You will also be familiar with the key terminology relating to AWS Cloud Administration. With statistics and SQL, you will have mastered two essential tools for processing, displaying and analyzing data. Compact knowledge of programming with Python rounds off your profile.
This course is aimed at (business) IT professionals from the fields of marketing, purchasing, sales and customer management.
As companies have to manage and structure ever-increasing amounts of data to evaluate and optimize their customer relationships and requirements, knowledge of CRM and SQL, as well as statistics and data analysis, is in demand in all sectors.
Didactic concept
Your lecturers are highly qualified both professionally and didactically and will teach you from the first to the last day (no self-study system).
You will learn in effective small groups. The courses usually consist of 6 to 25 participants. The general lessons are supplemented by numerous practical exercises in all course modules. The practice phase is an important part of the course, as it is during this time that you process what you have just learned and gain confidence and routine in its application. The final section of the course involves a project, a case study or a final exam.
Virtual classroom alfaview®
Lessons take place using modern alfaview® video technology - either from the comfort of your own home or at our premises at Bildungszentrum. The entire course can see each other face-to-face via alfaview®, communicate with each other in lip-sync voice quality and work on joint projects. Of course, you can also see and talk to your connected trainers live at any time and you will be taught by your lecturers in real time for the entire duration of the course. The lessons are not e-learning, but real live face-to-face lessons via video technology.
The courses at alfatraining are funded by Agentur für Arbeit and are certified in accordance with the AZAV approval regulation. When submitting a Bildungsgutscheinor Aktivierungs- und Vermittlungsgutschein, the entire course costs are usually covered by your funding body.
Funding is also possible via Europäischen Sozialfonds (ESF), Deutsche Rentenversicherung (DRV) or regional funding programs. As a regular soldier, you have the option of attending further training courses via Berufsförderungsdienst (BFD). Companies can also have their employees qualified via funding from Agentur für Arbeit (Qualifizierungschancengesetz).