This IDC Tech Buyer Presentation provides IDC's view on customer relationship — one of the key tenets of IDC Financial Insights' Customer Centricity research area. The presentation highlights the key research results, insights, and implications on the financial services industry from Facebook's customer management practices. The key research results cover customer profiling, data management, and personalized services and offerings. IDC believes that personalization is the key capability in developing relationship with customer at scale. This presentation also provides trends and drivers for customer centricity initiatives for financial services and has been presented virtually in IDC's advisory meetings in May 2021.