To Improve Customer Service in Its Overseas Call Center, Bolt

Multiple Choice

To improve customer service in its overseas call center, Bolt Smartphones decided to investigate the call center practices of competing companies. The team discovered that a smaller company, Grasshopper Phones Inc., seemed to have outstanding customer service. The team then determined differences between the organizations and developed a plan to incorporate the best elements of Grasshopper into Bolt. This illustrates _____.

A) environmental dynamism
B) benchmarking
C) strategic maneuvering
D) cooperative action
E) forecasting