CVM Stories

A podcast on Customer Value Management
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CVM Stories

Calling all Customer Value Managers and those curious about the world of CVM! If you've ever found it challenging to gather information in this field, we've got your back. CVM Stories features the brightest minds who will share their diverse perspectives on customer base management in Telco and other industries. Together, we explore topics like data analytics, personalization, customer experience, technologies, leadership, and more. Join us on this journey as we build a community of CVM professionals! #bigdata #marketing #cvm #customerexperience #analytics #telco

  1. 🎙️ Turning Sign-ups into Superfans in Seconds – CVM’s Magic in Fintech

    MAR 25

    🎙️ Turning Sign-ups into Superfans in Seconds – CVM’s Magic in Fintech

    In this episode of CVM Stories, we sit down with Abdallah Mashashi, Pricing Manager, Axian Group-OIF Cluster, who transitioned from telecom to the dynamic world of Mobile Money. Abdallah shares how CVM in fintech helps turn sign-ups into loyal customers from day one. Hear the secret to instant activation, building trust and dynamic pricing to make customer lifelong fans. *Key takeaways* [00:01:00] Abdallah’s journey from telecom to fintech [00:05:00] How pricing strategies differ in mobile money vs. telecom. [00:07:10] Why cash is still fintech’s biggest competitor [00:10:00] The secret to driving adoption: trust and incentives. [00:15:00] How CVM keeps fintech users engaged and active. [00:20:00] The power of onboarding: first transactions matter. [00:25:00] Fintech’s advantage: rich customer data and personalization. [00:30:00] How fintechs are outpacing banks in digital transformation. [00:35:00] Why innovation is the only way to win in mobile money. [00:40:00] How fintechs are building ecosystems that drive growth. *Connect with us* Listen to the CVM Stories podcast wherever you prefer: Web: ⁠⁠⁠https://www.exacaster.com/cvmstories/ LinkedIn: ⁠⁠⁠https://www.linkedin.com/company/exacaster/⁠⁠⁠ Instagram: ⁠⁠⁠https://www.instagram.com/cvm.stories⁠⁠⁠ TikTok:⁠⁠⁠https://www.tiktok.com/@cvm_stories The video partner: ADLife Creative Studio https://adlife.lt/

    1h 2m
  2. 🎙️Building a CVM Growth Machine Beyond Upsell and Retention

    MAR 25

    🎙️Building a CVM Growth Machine Beyond Upsell and Retention

    This time, our guest is Adil Khabir, Head of Growth & Analytics at stc Bahrain. Adil shares how his team transformed CVM from a traditional retention tool into a fast-moving, data-driven growth machine. Key takeaways [00:01:49] Adil’s journey into CVM and why he’s still passionate after 15 years.[00:04:38] How CVM evolved from static segmentation to solving real business problems.[00:07:12] The secret to CVM success: tie it to business strategy.[00:08:41] Why agility and iteration beat traditional campaign planning.[00:19:54] How stc Bahrain built an autonomous CVM team.[00:24:02] The importance of momentum and compounding growth.[00:27:04] Growth loops: a game-changer for CVM.[00:31:06] How to convince leadership to invest in an agile CVM.[00:42:19] The power of open conversations and trust in leadership.[00:50:13] Adil’s top recommendations for professional growth. Connect with us Listen to the CVM Stories podcast wherever you prefer: Web: ⁠⁠⁠https://www.exacaster.com/cvmstories/⁠⁠⁠LinkedIn: ⁠⁠https://www.linkedin.com/company/exacaster/⁠⁠⁠Instagram: ⁠⁠⁠https://www.instagram.com/cvm.stories⁠⁠⁠TikTok:⁠⁠⁠https://www.tiktok.com/@cvm_stories

    55 min
  3. CVM Trends 2025 in Telecom

    11/12/2024

    CVM Trends 2025 in Telecom

    Unpacking CVM Trends 2025:Telecom Edition report Listen to Egidijus Pilypas from Exacaster and CVM experts Marek Wiktor Grabowski from Orange Polska, Silvia Gomez Dominguez, Customer Engagement Expert, and Thierry Awetimbi from Vodacom Congo as they discuss how key trends will drive CVM in 2025. Key Takeaways 00:00:00 – Introduction to CVM trends report event00:02:10 – CVM reporting structures and challenges00:03:56 – Infrequent KPI tracking raises concerns00:05:31 – Importance of C-level CVM reporting00:08:13 – Innovation and visibility in CVM teams00:12:32 – CVM teams’ focus on operational tasks00:14:37 – Limited time for strategic CVM initiatives00:27:08 – Single customer view still challenging00:43:35 – Omnichannel experience lacking in CVM00:57:29 – Generative AI for enhanced customer service01:03:57 – Digital transformation impact on CVM work01:16:42 – Convergence boosts retention and ARPU gains Get Your Copy of CVM Trends 2025 Report No more worries about planning for 2025 and wondering if we're doing enough to boost customer value. Read the report to find the insights you need! Get your free copy of CVM Trends 2025: Telecom Edition report at www.exacaster.com/cvm-trends-2025/

    1h 25m
  4. 🎙️ Inbound Marketing for Unstoppable CVM Growth

    11/07/2024

    🎙️ Inbound Marketing for Unstoppable CVM Growth

    In this episode, we’re joined by Amit Khanna, Marketing Consultant at MTN Ivory Coast. Amit shares how inbound marketing fuels growth in CVM by focusing on what customers actually need. Tune in to hear why inbound beats outbound approach and how to create a powerful strategy using a five-pillar framework. *Key Takeaways* [00:01:43:18] Amit’s journey in marketing and CVM [00:04:47:10] The importance of inbound marketing in telecom [00:09:23:14] Understanding customer data and behavior [00:13:00:06] Crafting personalized offers [00:16:13:23] What contextual marketing really means [00:20:50:08] The impact of timing in marketing efforts [00:23:02:06] Engaging customers across multiple channels [00:27:30:05] The necessity of measuring outcomes [00:32:35:15] Real-world examples of successful strategies [00:39:31:14] Future trends in CVM and inbound marketing [00:51:25:13] Building a customer-first culture within organizations *Final Words* Inbound marketing isn’t just a tactic — it’s a growth engine. By truly understanding your customers and targeting them thoughtfully, you unlock value from underserved segments. Remember, it’s not just about getting customers. It’s about building real relationships that foster loyalty and fuel long-term success. *Connect with Us* Listen to CVM Stories wherever you prefer: Web: https://www.exacaster.com/cvmstories/ LinkedIn: https://www.linkedin.com/company/exacaster/ Instagram: https://www.instagram.com/cvm.stories/ TikTok: https://www.tiktok.com/@cvm_stories

    54 min
  5. 🎙️How Data Management Lessons from the Air Force Helped Grow a Telecom

    10/16/2024

    🎙️How Data Management Lessons from the Air Force Helped Grow a Telecom

    In this episode, we’re joined by Mike Burkes, Senior Vice President of Enterprise Information Management at Ultra Mobile. Mike's experience in the Air Force helped drive a data transformation in a telecom company that has grown from 140 to 700 employees. Tune in to hear how effective data management can support growth when done right, from selecting the right technology to building efficient processes and strong teams. Key Takeaways [00:11:01:05] Moving from outdated reports to real-time data [00:12:29:06] Advocating for data in every business decision [00:13:00:00] Scaling a company from 140 to 700 people through data-driven decisions [00:13:55:20] Building a data-driven culture from day one [00:14:52:00] Using data virtualization to stay agile [00:16:06:13] Building a trusted single source of truth [00:16:47:00] Monitoring data quality and understanding small nuances [00:19:02:15] Empowering teams with self-service data tools [00:23:37:13] Segmenting customers to drive growth through retention [00:26:31:06] Tackling the challenge of scaling data infrastructure [00:55:34:09] Leading with empathy and building strong data teams Final Words Growth isn’t just about having data but also knowing how to use it. Educate your teams, advocate for data in every decision, and build a data-driven culture. Do that, and growth will take care of itself. Connect With Us Listen to CVM Stories wherever you prefer: Web: ⁠https://www.exacaster.com/cvmstories/⁠ LinkedIn: ⁠https://www.linkedin.com/company/exacaster/⁠ Instagram: ⁠https://www.instagram.com/cvm.stories⁠ TikTok: ⁠https://www.tiktok.com/@cvm_stories

    1h 10m
  6. 🎙️Cutting Churn by 50% – A Strategy of Customer Focus and Team Alignment in B2B CVM

    09/25/2024

    🎙️Cutting Churn by 50% – A Strategy of Customer Focus and Team Alignment in B2B CVM

    We’re joined by Alberto Arimana Celis, Head of B2B CVM at Entel Perú. With over 15 years in the telecom industry, Alberto has played a key role in building telecom companies from the ground up in Peru. Tune in to hear his strategy for cutting churn by 50% and why customer focus and team alignment are secret sources of success in B2B CVM. Key Takeaways (00:02:01) 15 years of experience in telecom (00:10:15) 30% market share growth in Peru over 10 years (00:11:16) B2B vs. B2C strategies in CVM (00:17:06) The power of customer profiling (00:25:45) Regular alignment with account managers\(00:25:57) Owning the communication process (00:43:20) Cutting churn by 50% through segmentation (00:29:56) Why management support is crucial (00:38:08) Prioritizing customer experience (00:41:17) Passion for CVM and its societal impact Final Words Cutting churn by 50% isn’t just wishful thinking. It’s possible. This episode shows you how to do it. Focus on your customers, segment smartly, and keep your team aligned. Start implementing these strategies. Your customers — and your business — will thank you. Connect With Us Listen to CVM Stories wherever you prefer: Web: https://www.exacaster.com/cvmstories/ LinkedIn: https://www.linkedin.com/company/exacaster/ Instagram: https://www.instagram.com/cvm.stories TikTok: https://www.tiktok.com/@cvm_stories

    53 min
  7. 🎙️Create a High-Impact CVM Team that Delivers More with Less

    09/25/2024

    🎙️Create a High-Impact CVM Team that Delivers More with Less

    In this episode of CVM stories, we’re joined by Irena Radokanović, CRM Automation and Customer Engagement Team Manager at A1 Serbia. With nearly 20 years of experience, Irena is a powerhouse in building high-performing CVM teams.  Tune in to discover how a lean but mighty team can deliver big results in CVM. Learn about a bold approach to creating a marketing agency-like team within a telco and why it keeps them agile, innovative, and always ahead of the game. Key Takeaways (02:30) Building a Mini Marketing Agency Within a Telco (04:15) Using Data to Fuel Creativity in Marketing (10:45) The Importance of Monthly Campaign Planning (17:20) Cross-Department Collaboration for Strategic Success (19:13) Adapting to a Digital-First Strategy (19:40) The Power of Constant Testing and Experimentation (30:59) Balancing Ad-Hoc Requests with Strategic Planning (36:27) Lessons from Irena’s Experience Across Industries (43:29) Challenges in Personalization Across Channels (48:02) Reflecting on Failures and Lessons Learned Final Words It’s about working smarter, not just harder. If you’re in CVM and want to make a big impact with a lean team, this episode is for you. Packed with tips you can use right away, it’s a must-listen for anyone looking to up their game. Connect with Us Listen to CVM Stories wherever you prefer: Web: ⁠https://www.exacaster.com/cvmstories/⁠ LinkedIn: ⁠https://www.linkedin.com/company/exacaster/⁠ Instagram: ⁠https://www.instagram.com/cvm.stories⁠ TikTok: ⁠https://www.tiktok.com/@cvm_stories

    53 min
  8. 🎙️ Breaking the Illusion of the Perfect CVM Marketing Automation Tool

    08/14/2024

    🎙️ Breaking the Illusion of the Perfect CVM Marketing Automation Tool

    This time at CVM stories we are joined by Kwame van Eijndhoven who will breaks down what it takes to run effective CVM marketing automation. Tune in to hear about the key questions often missed when choosing a campaign automation tool, why people are crucial to the success of every transformation project, and more! Key Takeaways [00:06:52] Introduction - Meet Kwame, a 15-year veteran in campaign management. [00:07:25] Career Journey - From studying communications to mastering CRM at Vodafone. [00:09:04] Database Marketing - The thrill of working with customer data at banks. [00:11:37] Tools Galore - Discussing the ins and outs of Pega, Unica, and Mautic. [00:17:38] Challenges - Data quality, campaign runs, and ensuring flawless execution. [00:32:19] CVM Ops - The unsung hero of campaign management. [00:46:20] Implementation Woes - Migrating tools is a marathon, not a sprint. [00:50:54] Teamwork - Importance of onboarding and managing people through change. [00:51:26] From proudest moments to near disasters in campaign rollouts. About Our Guest Kwame van Eijndhoven is a marketing automation guru who has worked with the majority of big marketing automation tools such as Pega, IBM Watso and HCL Unica. Connect with Us Listen to CVM Stories wherever you prefer: Web: https://www.exacaster.com/cvmstories/ LinkedIn: https://www.linkedin.com/company/exacaster/ Instagram: https://www.instagram.com/cvm.stories TikTok: https://www.tiktok.com/@cvm_stories

    1 hr
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    About

    Calling all Customer Value Managers and those curious about the world of CVM! If you've ever found it challenging to gather information in this field, we've got your back. CVM Stories features the brightest minds who will share their diverse perspectives on customer base management in Telco and other industries. Together, we explore topics like data analytics, personalization, customer experience, technologies, leadership, and more. Join us on this journey as we build a community of CVM professionals! #bigdata #marketing #cvm #customerexperience #analytics #telco

    Information

    • Creator
      A podcast on Customer Value Management
    • Years Active
      2023 - 2025
    • Episodes
      32
    • Rating
      Explicit
    • Copyright
      © A podcast on Customer Value Management
    • Show Website
      CVM Stories

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