Compaq Computer's Decision to Charge Customers for Phone Technical Support

Compaq Computer's decision to charge customers for phone technical support to defray the high cost of phone support and encourage customers to read documentation was a failure because consumers like the human touch.Customer rebellion forced Compaq to rethink this policy.As a result Compaq decided to focus its resources on reaching the inexpensive home computer market segment through enhanced customer service.This company is engaging in:

A) the search for a differential advantage
B) control and evaluation
C) alternative selection
D) portfolio evaluation
E) strategic planning

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