Скачать или смотреть 🎙️ How to Drive Successful CVM Projects in Telco? | CVM STORIES

What makes Customer Value Management projects really work? How do you make sure things go smoothly and you get great results? In this episode, we're going to explore the key things that lead to successful Telco CVM projects. Our guest, Ignas Zurauskas, is an expert in this field and will share insights that can help you in your own CVM work.

00:19 - Guest intro
01:17 - Account Managers role
02:39 - Customer Value Management Maturity Assessment
04:24 - Top challenges faced by CVM teams
06:25 - Over communication with customers in Telco
07:36 - Irrelevant offers and lack of customer perspective
10:00 - Bottlenecks in improving ARPU and churn reduction
12:53 - Importance of basics before adopting advanced techniques
14:25 - Common tendency to implement transformations all at once
16:32 - Reasons for opting for big bang transformations
18:14 - The most challenging CVM areas in Telco
18:51 - Areas of focus for improving CVM processes
19:41 - Data quality challenges and their impact
21:39 - Customer insight & communication issue
25:20 - Coordination between CVM teams, products, and channels
27:32 - Challenges in achieving full customer centricity
28:58 - Issue of offer relevance and recalculating recommendations
30:08 - Challenges with inconvenient user interfaces for agents
33:10 - Why it's important for CVMs to have visibility of end-to-end process
35:28 - Overcoming organizational silos and communication barriers
36:30 - Success case of improving communication and conversions
40:23 - Key elements for successful CVM projects
43:06 - Advice for CVM teams to stay ahead of the curve
45:49 - Finding inspiration and de-stressing through unconventional travel
50:42 - Proudest moments and feeling proud in CVM work
52:59 - Reflecting on failures and lessons learned
56:33 - Book recommendations:
"Problem Solving 101": https://www.amazon.com/Problem-Solvin...
"The Major Sales Account Strategy" : https://www.amazon.com/Major-Account-...

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