CVM Stories

A podcast on Customer Value Management
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  • MARKETING
  • QUINZENAL

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. 🎙️The CVM Trends 2026: Telecom Edition

    11 DE NOV.

    🎙️The CVM Trends 2026: Telecom Edition

    The CVM Trends 2026: Telecom Edition report on the latest strategies, tools, and shifts shaping the Customer Value Management just dropped! Listen to the CVM Trends Talk, where the experts – Silvia Gomez Dominguez (CVMBoK book co-author), Marek Wiktor Grabowski (B2C CVM Director at Orange Poland), and Sahar Ehsan (Value Steering & CVM Operations at Zain Kuwait) – break down the key insights. *Key takeaways* [01:40:00] - CVM's C-suite access is growing, with half of teams now reporting high-up. [02:20:00] - The CVM "PR problem": why most teams feel unrecognized despite incremental uplifts [09:05:00] - The fix: stop talking like analysts, tell "business stories". [11:05:00] - The "shocking" average size of CVM teams is 3-5 people [11:25:00] - Why are most CVM teams stuck doing ad-hoc work? [19:15:00] -The maturity gap: core CVM programs vs. experience. [20:20:00] - The "fast vs. slow" split in KPI tracking. [32:29:04] - "How do they operate without daily trading?". [39:20:00] - The ML boom: telcos now run 10+ models. [40:25:00] - The data foundation crisis: most lack a unified customer view. [46:10:00] - ML as the "industrialized money printing machine". [52:20:00] - Future investments: real-time decisioning & dynamic pricing. [55:15:00] - "Bet your career": the CVM experts' final predictions. Download the full CVM Trends 2026:Telecom Edition report here: https://exacaster.com/cvm-trends/ The video partner: ADLife Creative Studio https://adlife.lt/

    1h
  2. 🎙️How Strict Government Rules Secretly Drive ARPU Growth

    17 DE OUT.

    🎙️How Strict Government Rules Secretly Drive ARPU Growth

    In our new CVM Stories episode, you'll meet Mohamed Mejri from Tunisie Télécom. He navigates some of the strictest government regulations for a telecom in the world. Tune in to hear how he and the CVM team turn rules on pricing, targeting, and messaging into real ARPU growth. Key takeaways [00:02:20] - Hyper-saturated market – 15 million users for 12 million people [00:05:15] - Regulator pre-approves all campaign targets and forecasts [00:05:45] - Post-campaign performance reporting is mandatory [00:35:25] - Prices are fixed across all telecom operators [00:17:08] - The first 30 days are for guidance only – no offers allowed [00:07:25] - Campaigns are capped at 200k users weekly [00:10:47] - Adapting CVM to cultural events like Ramadan is crucial [00:28:45] - Deep segmentation is a requirement, not a choice [00:33:52] - “Booster” campaigns targeting stable customers are most effective [00:45:04] - CVM often acts as the company’s “emergency department” 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/

    47min
  3. 🎙️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
  4. 🎙️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
  5. 🎙️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
  6. 🎙️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
  7. 🎙️ 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
  8. 🎙️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
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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
    38
  • Classificação
    Livre
  • Copyright
    © A podcast on Customer Value Management
  • Site do podcast
    CVM Stories