KPMG: Customer-centricity critical to business plan

KUALA LUMPUR: Everything about the customer has changed – motivations, expectations, time and purchasing power – and organisations that don’t detect these shifts and fail to build strategies based on the new realities and lives of the customers they serve will struggle to remain relevant in today’s marketplace.

According to Alvin Gan, (pic below) head of technology consulting from KPMG Malaysia, customer centricity has become more critical to every organisation’s business plan, but the challenge is amplified today in an era of eroding customer trust – in part due to high-profile misuses of data – and new privacy regulations.