To improve customer service in its overseas call center, Bell Software decided to investigate the call center practices of competing companies. The team discovered that a smaller company, Bumblebee Software 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 Bumblebee into Bell. This illustrates
A. benchmarking.
B. forecasting.
C. strategic maneuvering.
D. cooperative action.
E. environmental dynamism.
Answer: A
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