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.What did Compaq engage in?

Question

Quizplus · Accepted Answer

Strategic planning provides a long-term vision and thus guides long-term commitment of resources.

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