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

question 73

Multiple Choice

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?

• A)strategic planning
• B)tactical resource realignment
• C)alternative selection
• D)portfolio evaluation

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Definitions:

Multiple Level Selling

A marketing strategy that involves selling products through a network of distributors or representatives who earn income from both direct sales to customers and the sales of recruited team members.

Multibrand Strategy

A marketing strategy that involves selling multiple competing brands within a single company's portfolio.

Perceived Value

The value a consumer assigns to a product based on their personal assessment rather than its objective market value.

Cannibalization

Cannibalization occurs when a company's new product or service eats into the sales of one of its existing offerings, often unintentionally harming overall revenue.