Customer-Centricity Strategy: The Heart of Your Business

Abstract

The paper will highlight the fundamentals of customer-centricity strategy based on findings by major companies around the world as well as strategies and implementation carried out by the Procurement and Supply Chain (P&SC) Division, TNB, especially through the establishment of Key Account Management (KAM) Unit. It will start with the existing situation that triggered the initiatives, followed by the implementation based on the strategies identified. Next, it will deliberate on the outcome of the implementation of the strategic decision. Following this, the next step and way forward have been chartered in ensuring continuous enhancement of customer experience. These areas of improvement generally revolve around the 4Ps, i.e., product, price, process, and people. This is in line with P&SC’s aspiration to be the preferred strategic business partner for Business Entities within TNB.