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Staying Close to the Customer


Staying Close to the Customer

Staying Close to the Customer

Learn about the importance of staying close to your customers.


Students: 2,711
Course Description

Yahoo is a very popular Web site but, with strong competition for products and services coming from others like Google and Facebook, Yahoo as an organisation faces severe challenges in being more competitive in the advertising market. In this free online course Sue Decker, the CEO of Yahoo from 2008 to 2009, discusses how the founders of Yahoo focused on the needs of its customers by developing a hierarchal database structure for faster and more efficient searches making life easier for the customer.
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The course also looks at how internal structuring of the sales force was implemented to improve customer service, where the gap in monetising search queries between it and Google occurred, and recent acquisition proposals. This course will be of interest to advertising, business, marketing professionals and entrepreneurs who have an interest in how an online Web company uses its customer base as a business model.

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Certification

To qualify for your official ALISON Diploma, Certificate or PDF you must study and complete all modules and score 80% or more in each of the course assessments. A link to your Diploma certificate will then appear under the My Certificates heading of your My Account page.

Learning Outcomes

Learning outcomes: - Understand how Yahoo focus on their customer by working on an integrated service; - Monetising search queries on a website; - An overview of the key differences between Yahoo and key competitors.


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Module Title
Module 1: Staying Close to the Customer
Module 2: Staying Close to the Customer Assessment

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Background  
Course Rating (By Learners)
Course Title Staying Close to the Customer
Course # 445
Course Publisher Stanford
Course Category 9
Content Origin
Course Description  Yahoo is a very popular Web site but, with strong competition for products and services coming from others like Google and Facebook, Yahoo as an organisation faces severe challenges in being more competitive in the advertising market. In this free online course Sue Decker, the CEO of Yahoo from 2008 to 2009, discusses how the founders of Yahoo focused on the needs of its customers by developing a hierarchal database structure for faster and more efficient searches making life easier for the customer. The course also looks at how internal structuring of the sales force was implemented to improve customer service, where the gap in monetising search queries between it and Google occurred, and recent acquisition proposals. This course will be of interest to advertising, business, marketing professionals and entrepreneurs who have an interest in how an online Web company uses its customer base as a business model.
License  This course is available from Stanford OpenCourseWare through the following Creative Commons licence:
Creative Commons License
Release Date 11 June 2012
   
Content  
Course Duration (Avg Learner) 1-2 Hours
Video/Audio High
Audio Only High
Animation None
Assessments Yes
 
Education Level
Age appropriateness 16+ Years
Minimum Grade/Class Level Higher High Secondary School
 
Validation Level 5
ALISON Testing Yes
Certification Availability
PDF Download Yes
Parchment Yes
Framed Certification Yes
   
Merchandise Availability
Marketing Information
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Course Forum  View

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  • Gregory Bierman United States of America This is a nice little overview of the Microsoft/Yahoo merge that never happened in 2008. 2014-12-18 18:12:21
  • Jamie Brandt United States of America Great study. 2014-09-19 02:09:40
  • Jenny Lee Singapore good 2014-09-11 09:09:08
  • 3162834 . Australia Very interesting to learn about a company like Yahoo. 2014-09-04 09:09:01
  • Susan Reckner United States of America very informative 2014-08-06 17:08:46
  • Jeenson George Fanciska India good 2014-08-03 00:08:29
  • Monisola Deborah Olaosho Nigeria Employees are the key to extraordinary service; employees who are good at what they do and love doing it, can provide the type of response that activates customer loyalty. A successful customer-focused organization is first an employee-focused organization. Stay close with your customers but stay closer with your employees. Employees are the ones who provide service. They are your eyes and ears to the customer world. They are your idea generators, your efficiency experts and your image-makers. Connect to them, know them, respond to them. An employee who feels listened to, well supported and personally cared for will provide the same responses for the customer. Great employees create great customer service. At a time of doing more with less, it is critical to know how to use your limited resources to always get it right. Get close to your customers. Get closer to your employees. Both have the information you need to be successful. Ask. Listen. Think. Care. Respond. Connect. This is personal. 2014-08-01 19:08:12
  • Roger O Plessen II United States of America This is a great and fun course to take ! you will enjoy it ! 2014-07-22 21:07:37
  • Lateef Adeosun Nigeria Study this course will make you know important customer is. It will also improve your sales and get you a job or keep you in business 2014-07-22 11:07:52
  • Lateef Adeosun Nigeria I believe to stay in in business you have to relate to your customer very well because they are your backbone of your business. you 2014-07-22 10:07:39
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