CVM Stories

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 fromdiplomacy 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 yearsbefore renewals [00:19:20] Navigating 10–20 stakeholders per deal:enterprise account reality[00:23:50] Building trust that scales: what wins million-dollarrelationships[00:28:40] Documentation as a strategy: CRM as a livingcustomer record[00:33:25] Day Two is everything: defining success after thecontract is signed[00:41:00] Being the voice of the customer: translatingfeedback into action[00:47:10] The human side of enterprise: empathy still drivesdecisions[00:53:40] Recognized success: winning internal awards forlong-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 Studiohttps://adlife.lt/

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 resultsKey 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. psychologyConnect with usListen 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

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 frictionConnect with usListen 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

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 visionConnect with usListen 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_storiesThe video partner: ADLife Creative Studiohttps://adlife.lt/

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 usListen 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

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

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

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

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

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

Welcome to CVM Stories Season 3! In our second episode, we’re joined by Mantas Ratomskis. Mantas reveals his strategies for growing revenue and retention in mobile apps. From managing critical user lifetime stages from the first 24 hours onward and sharing tricks to increase retention – tune in to hear this and more! Key Takeaways [00:04:45] The importance of the first 24 hours in user retention. [00:14:40] The necessity of ongoing engagement to prevent user dormancy. [00:16:23] Early stage user drop-offs are a major challenge. [00:18:13] Defining and measuring 'active' users is crucial. [00:19:37] Customization of user engagement strategies based on detailed segment data. [00:25:22] Effective CRM strategies can dramatically improve retention. [00:26:16] The risk of high engagement reducing lifetime value in certain models. [00:31:09] The pivotal role of customer lifecycle management in digital subscriptions. About Our Guest Mantas Ratomskis is an expert and lecturer in product marketing and CRM. He has a proven track record of driving customer growth, building high-performing teams, and optimizing customer engagement in mobile apps and subscription businesses. 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

Welcome to CVM Stories Season 3! Kicking off our first episode, we talk with Elchin Gulmammadov, Group Marketing Director at Azerconnect Group. Elchin spills the beans on doubling your CVM revenue benchmark through strategic management. From customer-centric AI applications and tailor-made solutions to smart team management – tune in to discover all this and more! Key Takeaways [00:00:06:16] KPIs are essential for steering daily operations. [00:06:09:03] Curiosity, analytical skills, and creativity are key traits in CVM. [00:11:41:21] Alignment through regular KPI tracking keeps everyone focused. [00:12:00:10] Customer loyalty programs are crucial in prepaid dominant markets. [00:19:42:12] Aim to exceed industry benchmarks for CVM revenue contribution. [00:22:26:17] Failures are learning opportunities, not setbacks. [00:49:46:14] Focus efforts on high-value customers for maximum impact. [00:59:22:12] Automation can drastically improve efficiency and output. About Elchin Gulmammadov Elchin Gulmammadov is a telecom marketing visionary with 15+ years of experience. An AI enthusiast, he drives growth and customer satisfaction with cutting-edge strategies. Connect with Us Join the conversation on LinkedIn: https://www.linkedin.com/company/exacaster/ Dive deeper into the CVM Stories: https://www.exacaster.com/cvmstories/

We’re excited to introduce the Customer Value Management Body of Knowledge (CVMBoK) – the first and only comprehensive guide that helps unlock the value of the CVM function. Join Egidijus Pilypas and Šarūnas Chomentauskas, the founders of Exacaster, as they share the story behind the CVMBoK. Learn how it turns CVM function into a growth driver and why it marks the beginning of making this profession famous! Episode Highlights [00:01:24] Origin story: CVMBoK started from a need. No comprehensive guide for CVMs existed. So, one was created. [00:01:46] Global collaboration: input from CVMs worldwide. Yes, truly global insights. [00:03:03] Unexpected complexity: writing this was no sprint. Six iterations and countless hours brought it to life. [00:10:03] Cross-functional role: CVM spans many functions – legal, marketing, data, and more [00:11:27] Leadership role: CVM is about more than campaigns. It’s a leadership position. [00:14:13] Global community: CVMs face similar challenges everywhere. [00:15:33] Beyond telco: insights from other industries like finance and digital subscriptions. Learning from all fields. [00:16:45] Making CVM famous: the mission is to bring CVM out of the shadows into the limelight and make it a recognized and respected profession. Final Words CVMBoK is live and ready to transform the customer value management landscape. Use this guide to enhance your skills, share it with your peers, and contribute to making CVM a recognized and respected profession. Together, we can elevate the role of CVMs worldwide and ensure our expertise is valued across industries. Let’s make the CVM profession famous! Get started using the CVMBoK at cvmbok.com Connect with Us Join the conversation on LinkedIn Dive deeper into the CVM Stories

In this episode, together with Silvia Gomez Dominguez we explore the power of emotional connection as a key strategy to reduce churn and boost customer lifetime value. Emotional Connection. It’s powerful. Silvia’s seen the numbers. Conversion rates go up. Churn goes down. Lifetime value? It increases. But how do you make that happen? Key Takeaways [00:00:00] Build connections beyond transactions. It’s not just about selling. [00:02:38] Understand customer needs and moments that matter. Personalize at Every Touchpoint [00:06:32] Tailor your interactions. Address emotional needs, not just technical ones. [00:12:16] Use empathy and relevance to create meaningful engagements. Measure Emotional Connection [00:10:30] Combine relevance, investment, and advocacy. It’s more than just NPS. [00:21:57] Emotional engagement can increase responses by 5-15%. [00:28:31] Ensure every interaction is smooth and builds trust. [00:30:14] Celebrate moments that align with your brand values. [⁠00:47:58] Start with the right team, then layer in tech. People drive strategy. [00:53:15] Tools should empower, not dictate. Avoid one-size-fits-all solutions. [00:25:47] Use data and qualitative insights to get a full picture of your customer. [00:41:58] Understand different team goals to align on customer-centric objectives. [00:42:59] The role of CVM is evolving. Embrace new tech to simplify and enhance. [00:44:40] Feedback loops are crucial for continuous improvement. [00:49:23] Do your homework. Assess, strategize, and then implement. About Silvia Gomez Dominguez Silvia is a Senior Director and Expert in Customer Engagement. Her journey from Spain to Australia, balancing a career and family, is truly inspiring. It shows that with the right mindset, we can all navigate through complexity to build better, more meaningful connections with our customers. Connect with Us Join the conversation on LinkedIn: ⁠https://www.linkedin.com/company/exacaster/⁠ Dive deeper into CVM Stories: ⁠https://www.exacaster.com/cvmstories/

In this episode, join Tommy Wahyudi from Indosat Ooredoo as he explores Customer Value Management (CVM) and how integrating 24 unique communication channels can enhance customer engagement and drive revenue growth. Discover how Tommy uses contextual offers to make each customer interaction meaningful and effective. Key Moments: 00:00:15 - Introduction of the Episode and Guest, Tommy from Indosat Ooredoo 00:02:30 - Tommy's role at Indosat Ooredoo and the strategic importance of the 24-channel approach 00:10:00 - Insights into the integration of data strategies with marketing for enhanced CVM 00:20:00 - Examination of each of the 24 communication channels used in CVM initiatives 00:30:00 - Discussion of the major challenges faced in multi-channel strategy implementation 00:40:00 - Detailed look at specific strategies implemented to align CVM with organizational goals 00:50:00 - Assessment of how these strategies have impacted customer retention and revenue growth 00:58:00 - Summary and closing thoughts on the future directions of CVM About Our Guest: Tommy brings a wealth of knowledge from his extensive experience in the telecom industry, particularly in employing advanced data strategies and multi-channel communication to optimize customer value management at Indosat Ooredoo. Connect with Us: Join the conversation on LinkedIn: https://www.linkedin.com/company/exacaster/ Dive deeper into CVM Stories: https://www.exacaster.com/cvmstories/ In this episode, discover how strategic multi-channel management can transform customer interactions and drive business success. Tune in to learn how to enroll the power of 24 channels to create a seamless and personalized customer journey, one successful interaction at a time. #CVMInsights #ChannelsStrategy #CustomerEngagement #DataDrivenMarketing #TelecomInnovations #MarketingStrategies #CustomerValueManagement #DigitalMarketingTips#CVMStories #podcast

In the 11th episode from the CVM Stories season 2, Sanna Emtinger shares how Telia Norway is advancing the practice of customer value management by leveraging technology, data, and a dedicated team. Sanna underscores the importance of understanding customer data and implementing personalized communication strategies. Join us to get inspired to drive customer-centric initiatives and discover how Sanna's approaches are improving customer interactions. Key Moments: 00:00:59 - Sanna's Introduction and Role at Telia Norway 00:01:20 - Deep Dive into 1-to-1 Communication and CVM 00:02:59 - The Inspiration Behind Sanna's Approach to CVM 00:06:19 - Challenges in Defining the Customer in Telecom 00:09:52 - Building a Customer Profile at Telia Norway 00:16:20 - Discussing the Implementation of a New Marketing Automation Stack 00:19:11 - How Telia Solves Customer Problems with Data 00:24:41 - Major Challenges in Building Customer Profiles 00:34:01 - Criteria for Choosing New Marketing Technologies 00:43:18 - Sanna's Vision for Future CVM Initiatives About Sanna Emtinger: Leading Customer Value Management and Marketing Technology at Telia Norway, Sanna Emtinger combines marketing savvy with technological expertise. With a focus on data-driven strategies, she leads efforts to enhance personalized communication across diverse customer interactions. Connect with Us: Join the conversation on LinkedIn: https://www.linkedin.com/company/exacaster/ Dive deeper into CVM Stories: https://www.exacaster.com/cvmstories/

Explore the essence of customer value management perfection with Marek Grabowski of Orange Poland. This episode reveals how flawless CVM execution enables the ambitious goal of viewing an entire country as your customer base. Marek details the pillars of perfection in CVM: agile team, daily operational measurement, structuring initiatives through operational cycles, and ascending through automation levels within customer base management. Key Moments: 00:01:23 - Marek's Telecom Family Legacy and Entry into CVM 00:06:15 - Defining Customer Value Management's Role and Impact 00:09:13 - Introducing the Dual-Cycle CVM Framework at Orange 00:12:21 - Distinguishing Between NBO and NBA in Customer Engagement 00:14:11 - Success Stories and Failures in CVM Projects 00:16:27 - The Crucial Role of Daily Measurements and Universal Control Groups 00:24:31 - Initiating NBO/NBA Projects: Challenges and Recommendations 00:28:59 - The Three Layers of Customer Base Management: From Manual Analysis to AI 00:36:36 - Vision for Expanding CVM Beyond the Customer Base 00:43:59 - GenAI in Customer Service: Enhancing Not Replacing 00:44:43 - Agile and Cross-Functional Teams in CVM Operations About Marek Grabowski: Leading the charge in CVM transformation at Orange Poland, Marek Grabowski draws from over two decades in telecom to create strategies that expand the concept of customer value management far beyond traditional boundaries. Connect with Us: Join the conversation on LinkedIn Dive deeper into CVM Stories In this episode, Marek Grabowski illustrates that by mastering the foundations of CVM, you're not just optimizing operations; you're setting the stage for transformative ambitions. Join us to uncover how to turn the entire country into your customer base, one strategic step at a time. #TelecomInnovation #CVM #MachineLearning #AgileMethodology #StrategicGrowth

Join us in this enlightening episode as we sit down with Hermawan Kristanto from Smartfren Telecom, Indonesia, to uncover the hidden powers of telecommunications data. Dive deep into how your phone is silently influencing the retail, banking, and transportation sectors, and discover the untapped potential of telco data. Key Moments : 00:02:02 - Hermawan's Evolution in Telecom 00:10:11 - Telco Data: Shaping Retail & Banking 00:15:42 - Digital Businesses & GDPR Compliance 00:23:28 - The Enduring Power of SMS 00:26:19 - Elevating Brand Awareness 00:27:47 - Telco Data's Impact on Public Transportation 00:36:57 - Uniting Telcos for a Global Standard with the Camara Project 00:50:40 - Embracing a "Stay Hungry" Mindset About Hermawan Kristanto: Hermawan Kristanto brings years of expertise in harnessing telecommunications data to drive industry transformation. At Smartfren Telecom, he leads initiatives that leverage data for strategic business decisions, impacting sectors far beyond traditional telecom services. What You'll Learn: 1. How telco data is reshaping consumer experiences and business strategies. 2. The enduring value of SMS in reaching customers. 3. Strategies for maintaining privacy and compliance in marketing efforts. 4. Insights into personal and professional growth from an industry expert. Enjoy the Show? Like, comment, and share! Your support helps us bring more content like this to you. For updates on future episodes and exclusive content, make sure to subscribe to our channel. Connect with Us: Follow us on LinkedIn: https://www.linkedin.com/company/exacaster/ Visit our Website: https://www.exacaster.com/cvmstories/ Let's dive into the secret life of telco data together. Enjoy the show, and stay tuned for more insights on how technology is shaping our world. #TelcoData #digitaltransformation #privacy #innovation #telecommunications #podcast #CVMStories ________________________________________________ DISCLAIMER Smartfren Telecom is fully regulated and complies with Indonesia's Personal Data Protection (PDP) law and the GDPR. The company will not expose any Personally Identifiable Information (PII) as data is already in the form of summaries and scores. It is implemented using highly secure technology and by skilled professionals. Consent management is key to ensuring that customers are aware of and fully understand how the telco manages their data privacy. ________________________________________________

Join us as Alexis Koalla, an expert in telecom operations at Orange, shares invaluable insights how documentation fuels operational efficiency and sparks innovation. From integrating new CVM tools to aligning diverse business units, Alexis discusses strategies that challenge preconceptions and redefine success in the digital era. Don't miss the chance to elevate your approach to customer value management and operational strategy. Plus, discover Alexis's top book recommendations for personal and professional growth. For deeper insights and to connect with the essence of strategic operations, explore Alexis's recommended reads and further details on our website. 🎧 Timestamps: [00:00:00] - Introduction to Alexis Koalla and CVM Stories Podcast [00:01:16] - Alexis's journey from software engineering to operations strategy [00:05:41] - Daily responsibilities and the concept of operational efficiency [00:07:17] - The criteria for adopting new tools in Customer Value Management [00:10:20] - Common mistakes in tool introduction and the critical role of documentation [00:12:50] - The expanding scope of operations and the advent of AIOps [00:14:40] - Generating valuable data for business insights [00:15:52] - Measuring operational efficiency with specific KPIs [00:21:32] - Operational frameworks used at Orange and customer feedback incorporation [00:24:40] - Aligning business units and affiliates with the operational strategy [00:30:12] - The importance of Agile methodologies in operations [00:33:18] - Bridging the gap between development and operations for successful implementation [00:37:38] - Cultivating a collaborative work environment to foster innovation [00:43:09] - Strategies for successfully aligning business units towards transformation [00:46:38] - Measuring the success and direction of transformation efforts [00:49:23] - Reflecting on Alexis's proudest career moments and learning experiences [00:56:27] - Book recommendations by Alexis for personal and professional growth [00:58:20] - Closing and appreciation for Alexis's insights 📚 Book Recommendations by Alexis Koalla: 1. "Miracle Morning" by Hal Elrod: Strategies for personal goal setting and achievement. 2. "The Power of Now" by Eckhart Tolle: Embracing the present for personal and professional growth. 3. "The Power of Intention" by Wayne Dyer: Aligning inner intentions with external goals. 4. "The Four Agreements" by Miguel Ruiz: Principles for personal freedom and effective collaboration. 🔗 Don't miss out on this insightful journey into the heart of customer value management—perfect for Customer Value Managers seeking to make a significant impact in their organizations. For more insights and episodes, visit the website. ✨ Follow us to stay updated on the latest episodes, offering a unique blend of technological insights, industry updates, and visionary discussions. #documentation #operationalefficiency #customervaluemanagement #innovation #communication #cvm #podcast

Dive into 'What if You Had to Live with Your Customers 24/7,' where Paul Rutter, a seasoned customer experience maestro from the cruise industry, shares the profound impact of 24/7 customer and colleague relationships. With decades of experience, Paul reveals how constant proximity reshapes service delivery, team dynamics, and the very fabric of customer relationships. This episode is a deep dive into the art of creating unforgettable customer experiences, managing crises with empathy, and building loyalty that lasts. Discover Paul's actionable strategies for exceeding expectations, fostering genuine connections, and transforming challenges into opportunities for memorable service. Join us to learn how living with your customers and coworkers can revolutionize your approach to customer service and team collaboration. For more strategies on cultivating lasting customer relationships and ensuring your customers always choose you first, check out Paul's books on Amazon or visit his website at https://www.paulrutterspeaks.com/ . Don't miss out on this insightful journey into the heart of customer value management—perfect for Customer Value Managers seeking to make a significant impact in their organizations. 🌟 Timestamps: [00:00:00] - Introduction to Paul Rutter and CVM Stories Podcast [00:01:38] - Paul's Journey into the Cruise Industry [00:07:26] - Living with Customers: A Unique Cruise Industry Perspective [00:10:35] - Creating Exceptional Experiences on Cruise Ships [00:21:31] - Handling Customer Complaints and Expectations [00:26:34] - Is the Customer Always Right? [00:37:08] - Building Team Empathy and Customer Loyalty [00:47:45] - Crisis Management and Communication [00:54:32] - Paul's Proudest Moments and Career Reflections [00:59:55] - Book Recommendations by Paul Rutter 📚 Book Recommendations by Paul Rutter: 1. "Repeat Business Inc: The Business of Staying in Business" - Book by Paul Rutter. This book is essential for anyone aiming to boost customer retention and loyalty. Paul provides 50 practical tips and strategies to create a business environment where customers are eager to return. 2. "You Can't Make This Ship Up" - Book by Paul Rutter. Beyond its entertaining stories, this book offers deep insights into customer service excellence, crisis management, and how to create experiences that customers will never forget. It’s a valuable resource for understanding how to apply these lessons in any business setting to enhance customer value. 🔗 For more insights and episodes, visit the website: www.cvmstoriespodcast.com ✨ Follow to stay updated on the latest episodes, offering a unique blend of technological insights, industry updates, and visionary discussions. #CustomerService #CustomerExperience #CustomerValueManagement #CustomerRetention #BusinessStrategy #CustomerLoyalty #ServiceExcellence #Leadership #Management #Hospitality