CVM Stories

A podcast on Customer Value Management
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  • MARKETING
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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. 🎙️From NATO to Telco — Building Enterprise Customer Value That Wins Awards

    5 DE AGO.

    🎙️From NATO to Telco — Building Enterprise Customer Value That Wins Awards

    In this episode, we sit down with Mirella-Marie Katarina Radman, former NATO project lead, now leading enterprise success at one of Canada’s largest telcos. We talk trust, renewals, and what Customer Value Management (CVM) teams can borrow to win in long-game, high-stakes accounts. Tune in to hear how to lead with trust, plan for renewals years in advance, and build value that doesn’t just convert but lasts. *Key takeaways* [00:02:15] From NATO to Telco: Katarina’s career shift from diplomacy to telecom leadership [00:05:40] Early lessons in trust: building value before “customer success” was a term [00:13:30] Enterprise lifecycles: why planning starts 2 years before renewals [00:19:20] Navigating 10–20 stakeholders per deal: enterprise account reality [00:23:50] Building trust that scales: what wins million-dollar relationships [00:28:40] Documentation as a strategy: CRM as a living customer record [00:33:25] Day Two is everything: defining success after the contract is signed [00:41:00] Being the voice of the customer: translating feedback into action [00:47:10] The human side of enterprise: empathy still drives decisions [00:53:40] Recognized success: winning internal awards for long-term impact *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/

    56min
  2. 🎙️Winning CVM in Fixed Services: From Customer Lifecycle to Data Mart

    9 DE JUL.

    🎙️Winning CVM in Fixed Services: From Customer Lifecycle to Data Mart

    In this episode of CVM Stories, we sit down with Aydin Ismayilov, Head of Customer Value Management at Aztelekom. He shares how to win in CVM in fixed services – where data is sparse, engagement is slower, but the impact can be massive. You’ll hear how to master customer lifecycle management, household-level targeting, smart cross-sell, and how to build a high-performance CVM data mart that actually drives results Key takeaways [00:02:02] Aydin’s telco journey from call center to CVM head[00:04:30] Lessons from customer service: speak the customer’s language[00:06:21] A/B testing SMS phrasing improved conversions by 2–3%[00:08:18] Fixed vs. mobile: fixed is slower, more strategic[00:18:37] Router installation: educate to boost NPS[00:26:20] Unique challenges of household targeting[00:29:36] Cross-sell via device count and traffic[00:35:49] Transition from data consumer to data owner[00:43:58] Full CVM automation success story[00:47:20] Failed campaign: offer timing vs. psychology 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?lang=en

    58min
  3. 🎙️How to Build a Customer-Centric and Profit-Driven Culture

    5 DE JUN.

    🎙️How to Build a Customer-Centric and Profit-Driven Culture

    In this episode of CVM Stories, we sit down with Orkhan Alipashayev, Head of CVM and BA at Aztelekom, and Aykhan Baylarov, Founder of Dominanta Experience, as they share how to build a customer-centric and profit-driven culture from the ground up. Tune in to hear how they transformed customer experience in a telco from zero to national ministerial praise, what challenges they faced, and the key steps they took to build it. Key takeaways [00:01:00] Launching CVM from zero in a state-owned telco[00:04:00] From project manager to head of CVM: Orkhan’s journey[00:07:00] How CX and CVM roles overlap and complement each other[00:12:00] Fighting legacy systems and building trust in data[00:20:00] Turning chaos into daily automation through Python and R[00:26:00] Transforming culture: from blame to customer-centric thinking[00:36:00] Ministerial recognition boosts internal trust and morale[00:40:00] Nationwide fiber rollout and record-breaking speed boosts[00:48:00] Breaking silos with real field visits and shared ownership[00:56:00] Creating a zero-rated landing page to smooth customer friction 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

    1h14min
  4. 🎙️Driving Growth through Monetization with Super Apps in Telecom

    30 DE ABR.

    🎙️Driving Growth through Monetization with Super Apps in Telecom

    In this episode of CVM Stories, we chat with Ryan J. Alvarez, the CEO of VIVA Bolivia, about the impact of super apps on telco revenue. Tune in to hear why now is the perfect time to explore advertising through super-apps, and how this shift is changing the way CVM teams grow revenue. Key takeaways [00:01:00] Ryan’s telecom roots and entrepreneurial journey [00:06:00] Why VIVA bought a distressed telco to prove the concept [00:07:00] The creation and purpose of the Alva protocol [00:10:00] Super app functionality and zero-rated browsing [00:14:25] Revenue sources: ads, banks, marketplaces [00:16:45] 33% prepaid ARPU increase in Bolivia [00:22:25] Helping local advertisers succeed online [00:35:10] Marketplace integration strategy [00:41:00] White-labeled app rollout timeline [00:44:45] Global telco partnerships and fair share vision 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 The video partner: ADLife Creative Studio https://adlife.lt/

    59min
  5. 🎙️ Turning Sign-ups into Superfans in Seconds – CVM’s Magic in Fintech

    25 DE MAR.

    🎙️ 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/

    1h2min
  6. 🎙️Building a CVM Growth Machine Beyond Upsell and Retention

    25 DE MAR.

    🎙️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

    55min
  7. CVM Trends 2025 in Telecom

    12/11/2024

    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/

    1h25min
  8. 🎙️ Inbound Marketing for Unstoppable CVM Growth

    07/11/2024

    🎙️ 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

    54min
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Sobre

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

Informações

  • Criado por
    A podcast on Customer Value Management
  • Anos de atividade
    2023 - 2025
  • Episódios
    36
  • Classificação
    Explícito
  • Copyright
    © A podcast on Customer Value Management
  • Site do podcast
    CVM Stories