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.

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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.

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