In the context of the specific environment of an organization, which of the following is a difference between reactive customer monitoring and proactive monitoring of customers?
A) Unlike reactive customer monitoring, proactive monitoring of customers involves listening closely to customer complaints and responding to customer concerns.
B) Unlike reactive customer monitoring, proactive monitoring of customers involves identifying potential customers and seeking ways to attract them to indulge in a product or service.
C) Unlike reactive customer monitoring, proactive monitoring of customers includes the use of an advocacy tactic that revolves around product boycotting.
D) Unlike reactive customer monitoring, proactive monitoring of customers identifies and addresses customer needs before they occur.

Question

Quizplus · Accepted Answer

Reactive customer monitoring involves addressing customer complaints and concerns after they have already occurred, while proactive monitoring involves anticipating and addressing customer needs before they become issues. Therefore, the correct difference between the two is that proactive monitoring identifies and addresses customer needs before they occur. Choices A, B, and C do not accurately describe the difference between reactive and proactive monitoring.

In the Context of the Specific Environment of an Organization