The Manager in Charge of Strategy and Operations at KPMG, Ann Aidoo-Forson, has emphasized the importance of adopting digital platforms for cost-effective customer management and business growth.

Speaking on the Joy Business Advisory Series, a two-week programme designed to equip SMEs with financial and business insights for the New Year, she outlined practical approaches for leveraging digital tools to improve operations and decision-making.

Aidoo-Forson highlighted the role of digital tools such as accounting software in helping businesses monitor sales, identify high-performing products, and decide on strategies like offering discounts or loyalty benefits. “These tools are essential for understanding what works and what doesn’t in your business,” she explained.

Addressing concerns about cost, she reassured small businesses that adopting digital strategies doesn’t always require a significant financial outlay. She suggested starting with affordable or basic tools such as Microsoft Excel, which can serve as a stepping stone for enhancing customer experiences.

“It begins with a personal touch,” she noted. “Small businesses with a few hundred customers can focus on building relationships, such as remembering customers' routines or preferences. That personalized service is also part of a great customer experience.”

Aidoo-Forson encouraged businesses to leverage what they already have to optimize operations, emphasizing that even small investments in digital tools and customer engagement can yield significant results.

The Joy Business Advisory Series continues to provide valuable insights for SMEs, focusing on practical strategies to navigate the evolving business landscape and drive growth in the New Year.The Manager in Charge of Strategy and Operations at KPMG, Ann Aidoo-Forson, has emphasized the importance of adopting digital platforms for cost-effective customer management and business growth. Speaking on the Joy Business Advisory Series, a two-week programme designed to equip SMEs with financial and business insights for the New Year, she outlined practical approaches for leveraging digital tools to improve operations and decision-making.

Aidoo-Forson highlighted the role of digital tools such as accounting software in helping businesses monitor sales, identify high-performing products, and decide on strategies like offering discounts or loyalty benefits. “These tools are essential for understanding what works and what doesn’t in your business,” she explained.

Addressing concerns about cost, she reassured small businesses that adopting digital strategies doesn’t always require a significant financial outlay. She suggested starting with affordable or basic tools such as Microsoft Excel, which can serve as a stepping stone for enhancing customer experiences.

“It begins with a personal touch,” she noted. “Small businesses with a few hundred customers can focus on building relationships, such as remembering customers' routines or preferences. That personalized service is also part of a great customer experience.”

Aidoo-Forson encouraged businesses to leverage what they already have to optimize operations, emphasizing that even small investments in digital tools and customer engagement can yield significant results.

The Joy Business Advisory Series continues to provide valuable insights for SMEs, focusing on practical strategies to navigate the evolving business landscape and drive growth in the New Year.