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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 Norway00:01:20 - Deep Dive into 1-to-1 Communication and CVM00:02:59 - The Inspiration Behind Sanna's Approach to CVM00:06:19 - Challenges in Defining the Customer in Telecom00:09:52 - Building a Customer Profile at Telia Norway00:16:20 - Discussing the Implementation of a New Marketing Automation Stack00:19:11 - How Telia Solves Customer Problems with Data00:24:41 - Major Challenges in Building Customer Profiles00:34:01 - Criteria for Choosing New Marketing Technologies00:43:18 - Sanna's Vision for Future CVM InitiativesAbout 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/
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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 CVM00:06:15 - Defining Customer Value Management's Role and Impact00:09:13 - Introducing the Dual-Cycle CVM Framework at Orange00:12:21 - Distinguishing Between NBO and NBA in Customer Engagement00:14:11 - Success Stories and Failures in CVM Projects00:16:27 - The Crucial Role of Daily Measurements and Universal Control Groups00:24:31 - Initiating NBO/NBA Projects: Challenges and Recommendations00:28:59 - The Three Layers of Customer Base Management: From Manual Analysis to AI00:36:36 - Vision for Expanding CVM Beyond the Customer Base00:43:59 - GenAI in Customer Service: Enhancing Not Replacing00:44:43 - Agile and Cross-Functional Teams in CVM OperationsAbout 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 LinkedInDive deeper into CVM StoriesIn 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
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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 Telecom00:10:11 - Telco Data: Shaping Retail & Banking00:15:42 - Digital Businesses & GDPR Compliance00:23:28 - The Enduring Power of SMS00:26:19 - Elevating Brand Awareness00:27:47 - Telco Data's Impact on Public Transportation00:36:57 - Uniting Telcos for a Global Standard with the Camara Project00:50:40 - Embracing a "Stay Hungry" MindsetAbout 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________________________________________________DISCLAIMERSmartfren 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.________________________________________________
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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
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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
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🤖 'GenAI: Your New Best Friend or Boss?' episode explores whether genAI is here to augment our capabilities or overshadow our roles. 👨💼With Rokas Narkus we unpack GenAI's role in our lives and work, highlighting key differences between Generative and General AI, and exploring transformative use cases like chatbots, IVR systems, and employee empowerment tools. Tune in for a thought-provoking discussion on AI's future.🔍 Why are some companies thriving with GenAI while others tread cautiously? We delve into the ethical considerations, strategic applications, and the endless possibilities GenAI brings to the table.🎧 Tune in for a compelling discussion that bridges the gap between technological innovation and practical application, making sense of GenAI's impact on the future of work.🌟 Timestamps:[00:00:00] - Introduction to GenAI: Opportunities and Challenges[00:01:02] - Meet Rokas Narkus: An Early Adopter of GenAI[00:05:14] - The Evolution of AI: From StarCraft to General AI[00:10:03] - Defining Generative AI and Its Uniqueness[00:18:36] - Custom GPT for Enhanced Communication[00:27:59] - Using GenAI for Personal Learning[00:34:38] - Layers of GenAI: Infrastructure to Services[00:40:01] - GenAI in Customer Value Management: Chatbots, IVR Systems, Employee Empowerment[00:49:09] - The Future of GenAI and Its Impact on Industries[01:04:29] - The Importance of Governance and AI Strategy[01:13:55] - Closing Thoughts and Episode Wrap-up📅 Ready to explore how GenAI can transform your business? Book a free consultation with Exacaster's GenAI experts today: https://calendly.com/exacaster-genai/45min🔗 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.#GenAI #AIInnovation #FutureOfWork #TechnologyTrends #EthicalAI #CVMStories
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🎉 Celebrating a milestone in innovation, this special episode of CVM Stories marks 13 years since a pitch that changed everything! 🚀👨💼 Join our host Sarunas and Egidijus as they reunite with Mindaugas and Daniel in a nostalgic look back to the day they pitched their vision. Their successful pitch not only won the room but laid the foundation for what would become Exacaster.🤔 Why do telecom companies, with their treasure trove of customer data, fall short in monetization while giants like Google excel? We're exploring the game-changing tactics that set industry leaders apart.💥 Dive into discussions about embracing the full spectrum of innovation – from celebrating successes to learning from failures, and deeply understanding customers to speak their language.🤝 We bring you both perspectives – the anticipation of buyers and the aspirations of sellers, illustrating the powerful partnerships and breakthroughs in the industry.🔗 This episode is more than a success story; it's a tale of transformation and vision, seeing opportunity where others see challenges.🎧 Listen to our celebration episode for a mix of history, insights, and the forward-thinking spirit that drives tech innovation today.🌟 Timestamps:[00:00:00] - A Toast to 13 Years of Innovation[00:02:34] - The Untapped Data Goldmine in Telecom[00:13:20] - Deep Customer Insights: Speaking Their Language[00:17:59] - Buyers' Hopes vs. Sellers' Dreams[00:23:33] - Investing in Innovation: The Pitch That Birthed Exacaster[00:34:02] - Embracing Failure: A Learning Tool.[00:39:22] - Overcoming Innovation Barriers.[00:55:48] - Analog to Digital: Transition Challenges.[00:59:13] - Digital Transformation: Operational Readiness and Hurdles.[01:15:34] - Personal Failures: Insights from the Guests.[01:22:04] - Wrapping Up: Final Thoughts and Acknowledgments.🔗 Link to CVM Stories website: www.cvmstoriespodcast.com✨ Don't forget to Follow for a blend of innovation and visionary stories from the tech world.#AnniversaryEpisode #StartupSuccess #TelecomInnovation #DataMonetization #CustomerConnection #BusinessMilestones #CVMStories
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Dive into the compelling world of Vodacom Congo's telecom strategies on 'How to Run CVM When Families Live on $2/Day?,' an episode that brings to light the distinct challenges of Customer Value Management (CVM) in an economy where most live on just $2 a day. 🌍 We take an in-depth look at how Vodacom navigates the unique complexities of a market overwhelmingly dependent on prepaid services, where financial constraints dictate customer behavior and choices.
This episode unveils the innovative strategies Vodacom employs to foster customer loyalty and minimize churn in a landscape where customers actively switch between multiple SIM cards to maximize value. CVM expert Thierry Awetimbi shares insights into the creative approaches used to engage and satisfy a diverse customer base, where every transaction is vital, and loyalty is hard-won.
Join us on this enlightening journey to understand the nuances of telecom operations in a challenging economic environment like Congo's. Learn about the critical role of data analytics and the human element in shaping customer relationships and driving business success.
Tune in to Spotify to experience 'How to Run CVM When Families Live on $2/Day?' and gain valuable perspectives on the dynamics of telecommunications in emerging markets. This episode is a must-listen for anyone keen on exploring innovative customer management strategies in economically diverse settings.
[00:00:04] - Introduction to the Episode
[00:01:23] - Thierry Awetimbi's Introduction and Role at Vodacom Congo
[00:02:47] - Transition from Technical to Commercial Role
[00:06:51] - Discussing the Demographics and Multicultural Nature of Congo
[00:09:49] - Language Diversity and its Impact on CVM Activities
[00:10:07] - Challenges of a Prepaid Dominant Market in Congo
[00:13:23] - Retention and Loyalty Strategies in a Multi-SIM Environment
[00:20:17] - Customer Behavior and Churn Reasons
[00:24:41] - Effective Retention Strategies and AI/ML Integration
[00:28:41] - Broader Customer Life Cycle Management in Telecom
[00:32:45] - The Role of Mobile Money and Data in Customer Engagement
[00:37:15] - CVM Team Structure and Cross-Departmental Collaboration
[00:44:43] - Future Trends and Innovations in Telecom
[00:48:56] - Thierry's Career Highlights and Proud Moments
[00:52:20] - Learning from Failures in CVM
[00:55:22] - Recommendations for Those Interested in CVM
Listen and follow for more insights into telecommunications and the innovative world of customer value management.
🚀 #CVM #Telecom #VodacomCongo
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Let us introduce Justas Jankūnas, a Team Lead at Exacaster, who has a unique blend of business and technical know-how. Justas shares his insights and strategies for the world of data analytics, Machine Learning (ML), and Customer Value Management. He discusses the crucial collaboration between analytics and CVM teams, the impact of ML in telecom, and the challenges and best practices in implementing ML operations (MLOps). Justas draws inspiration from the world of Formula 1 racing, where precision, strategy, and teamwork prevail. Tune in as Justas Jankūnas takes us backstage and lays out his predictions for the future of ML in CVM and beyond.
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In this episode of CVM Stories, we sit down with Florian Schwarz, a Program Lead in Data-Driven Marketing at A1 Telekom Austria. Florian has over a decade of experience at the forefront of customer value management and data-driven marketing, and he's here to share his expertise. From tackling churn challenges to navigating the complexities of CVM in the digital age, Florian covers essential topics such as customer centricity, churn management, the role of AI and ML in customer value management KPIs, and the art of experimentation.
Here's what you can expect:
Understanding Churn Reasons: Recognize the importance of understanding the reasons behind churn and adapting to changing conditions.
Timing and Adaptability: Understand the critical importance of timing and adaptability when addressing churn.
Focus on Customer Retention: Discover the shift in focus from customer acquisition to customer retention in mature telecom markets.
Top 5 Churn Strategies: Explore Florian's top five strategies for addressing churn, including analyzing churn drivers, customer expectations, and implementing advanced churn prediction models.
Complexity of CVM: Recognize the complexity of modern Customer Value Management, which includes integrating digital channels and adapting to evolving products and services.
Telecom Product Marketing Challenges: Understand the challenges of product marketing in the telecom industry, given the evolving nature of products and services.
Adapting to Customer Behavior: Explore the need for telecom companies to adapt to changing customer behaviors and preferences.
Aligning Data-Driven Marketing: Learn about the challenges of aligning data-driven marketing with traditional product-focused approaches in telecom.
Balancing Algorithms and Human Decisions: While algorithms are valuable, they may not handle all aspects of CVM, and finding the right balance with human decisions is essential.
Customer-Centricity: Emphasize the importance of customer-centricity in Customer Value Management and its relation to customer lifetime value.
Don't miss this engaging episode on navigating change and optimizing customer value management with Florian Schwarz!
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Meet Matt Tilling, Head of CRM at Telia Lithuania. After developing data-driven customer strategies and consulting in the UK, Matt ended up in Lithuania, where he's driving digital transformation in a Swedish multinational telecom. We explore the evolution of communication channels, the changing face of customer engagement, the delicate balance between becoming customer-centric and achieving business goals. Tune in for a conversation at the intersection of CRM, digital transformation, and customer-centric strategies.
00:00 - Introduction01:20 - Matt Tilling's role, background and transition from UK to Lithuania07:19 - The key differences between being a consultant and working internally13:23 - The digital maturity of markets, comparing the UK and Lithuania16:05 - Assessment of different communication channels21:14 - Why personalization is a silver bullet25:28 - The importance of personalization in email communication29:39 - The use of SMS in marketing and its limitations33:38 - Marketing technologies and the challenge of integrating data 36:30 - Solving the challenge of data and platform implementation 43:06 - Building Customer 360 view44:10 - Customer Data Platform (CDP) step-by-step 48:18 - Customer Lifetime Value (CLV) and what drives it52:40 - Balancing customer-centricity with business needs57:39 - The vision, the measurement, being empirical and starting small01:02:33 - Starting small and starting with data01:08:38 - Cultural differences between UK & Lithuania01:10:41 - Learning from failures01:12:57 - A book recommendation for those starting out: "Direct and Database Marketing" by Graham McDougal, written in the 90s, provides valuable insights into the principles of data-driven marketing. -
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 intro01:17 - Account Managers role02:39 - CVM Maturity Assessment 04:24 - Top challenges in CVM teams06:25 - Over communication with customers in Telco07:36 - Irrelevant offers and lack of customer perspective10:00 - Bottlenecks in improving ARPU and churn reduction12:53 - Basics before AI14:25 - Implementing transformations all at once16:32 - Reasons of big bang transformations18:14 - Challenging CVM areas in Telco 18:51 - Improving CVM processes19:41 - Data quality challenges 21:39 - Customer insight & communication issue25:20 - Coordination between CVM teams, products, and channels27:32 - Full customer centricity28:58 - Offer relevance and recalculating recommendations30:08 - Inconvenient user interfaces for agents33:10 - Visibility of end-to-end process 35:28 - Overcoming organizational silos 36:30 - Success case of improving communication40:23 - Key elements for successful CVM projects 43:06 - Advice for CVM teams 45:49 - Unconventional travel for de-stressing50:42 - Proudest moments in CVM work52:59 - Failures and lessons learned56:33 - Book recommendations: "Problem Solving 101": https://www.amazon.com/Problem-Solving-101-Simple-People/dp/1591842425 "The Major Sales Account Strategy" : https://www.amazon.com/Major-Account-Sales-Strategy-Rackham/dp/0070511144Subscribe to our newsletter https://www.exacaster.com/cvmstories/
Or suggest your own CVM challenge that you'd like to hear in the podcast - contact us at [email protected]
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In this episode, join us for an insightful conversation with Paulius Grygalis, an accomplished leader in the telecommunications industry. With a sharp focus on data analytics, customer base management, and customer service, Paulius shares his expertise in navigating these interconnected domains. Discover how Tele2 Lithuania leverages data-driven insights to enhance customer value and satisfaction. From the integration of AI-driven chatbots to the intricacies of team motivation, Paulius emphasizes the pivotal role of communication, transparency, and aligning business strategies with customer needs. Tune in to gain valuable leadership insights, industry perspectives, and a profound understanding of maintaining equilibrium in the dynamic world of telecommunications.
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Discover the power of data analytics in the worlds of Retail and Telecom! Join our conversation with Ruta Krisciunaite-Hartley, a Head of Shopper Marketing & Insight @ IKI, one of the biggest retailers in Lithuania. We explore how customer value management is different in Telecom and Retails how these industries leverage data to understand consumers, optimize operations, and make strategic decisions. Gain fresh insights and valuable lessons that apply to any business environment. Tune in now and unlock the secrets of data-driven success!01:06 Introduction and background 02:51 How Ruta got into Data Analytics 04:09 Growing relevance of Data Analytics in various industries 05:09 Passion for insights and curiosity to understand the "why" 06:27 Knowing when to stop analyzing data 07:28 Challenges in Data Analytics 09:31 Inefficiencies in Analytics and how to solve it13:25 The misconception about the analyst profession16:03 Benefits of mature professionals getting in Analytics 18:50 What happens when you know how to use the data 19:28 Reloading the analytical brain20:59 The differences of CVM in Telco and Retail27:18 The Relevance of Loyalty Programs in Retail 30:46 Why personalization is important in Retail33:16 Challenges of personalizing product offerings38:45 Data maturity in the UK and the Baltics40:13 How retailers discover the latest trends42:07 How CVM differs in huge and small markets 47:58 Importance of optimization through AI and ML 51:15 Where is retail with AI usage55:21 Black-boxes vs built in-house models55:03 Consultant vs in-house analytics 58:59 Ruta’s proudest moment of the career 59:57 Optimism about the future01:01:29 Movie Recommendation - "Moneyball" Remember to subscribe for more tech-savvy episodes. Happy listening! 🎧
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Why marketing automation is gaining increasing importance in today's business landscape? What factors to consider when choosing the right automation tool? What the future holds for this dynamic field? In this episode Vytautas Jurkus, a senior manager for CRM, User Experience and Marketing Automation at Western Union, shares his extensive 15 years of experience in marketing automation across telco, pharma, security, and finance industries. Join us on this insightful discussion that unravels the power of marketing automation and its potential impact on businesses.
00:00 CVM Stories teaser00:19 Intro of Vytautas Jurkus01:15 How the host Egidijus and Vytautas met 03:28 Vytautas' interest in marketing and mobile marketing06:45 Role as a Sr. Manager for CRM User Experience and Marketing Automation at Western Union08:29 Skills necessary for managing customer lifecycle10:54 Addressing data access and reporting challenges13:16 Importance of communication and collaboration with various teams14:46 Relationship with the IT department15:29 Typical day managing CRM and Marketing Automation 17:30 Clarifying KPI's20:07 Beyond work hours - how to clear the mind 24:32 Similarities and differences in telco, pharma, security and finance industries27:14 Creative approach to marketing and personalization 32:54 Importance of marketing automation and digitalization35:52 The toolset for marketing automation40:46 The quest for the perfect tool and evaluating the current processes 43:15 Western Union case in adopting marketing automation and the challenges with different tools48:23 The importance of preparation for automation49:41 Tools consideration - a focus on the business value and how it will impact your processes 53:59 The future of marketing automation57:05 Balance between automation and human control, considering legal and privacy implications58:00 Vytautas proudest moment59:29 The importance of testing and proofreading 01:00:32 Vytautas' book recommendation "Outside In: The Power of Putting Customers at the Center of Your Business" https://www.amazon.com/Outside-Putting-Customers-Center-Business-ebook/dp/B008CRWKRY 01:01:59 Delivering automated message is not the end#MarketingAutomation #CustomerValueManagement #PodcastInterview #ProfessionalGrowth #DigitalMarketing
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How to implement Next Best Offer successfully? How to address data challenges, design a comprehensive offer catalog, integrate with multiple channels, engage agents? Egle Baradinskiene has implemented over 40 Next Best Offers all around the world! Tune for the new "CVM Stories" podcast episode and get ready to delve into the world of NBO!0:00 Teaser 01:00 Intro02:24 Educational and career journey08:54 Definition of Next Best Offer, Egle’s experience implementing NBO globally 11:16 The ideal customer experience of NBO14:34 Successful outcomes of NBO, definition of low churn rates 18:34 The role of AI algorithms in NBO processes and beyond algorithms 21:20 Example of business strategy and AI confrontation23:42 Challenges in building an NBO Solution, NBO as a lifetime project27:30 Challenges with data for Next Best Offer recommendations30:51 Important aspects of the offer catalog for Next Best Offer33:24 Integration of the offer catalog with communication channels 36:23 Importance of the offer integration in channels39:23 Agents' role and challenges in delivering NBOs43:13 Advice for launching a successful Next Best Offer project 44:32 Operations and continuous improvement of Next Best Offer46:08 Challenges of the Next Best Offer operations 50:23 Successful project experience 55:52 Learning from failures59:05 Book recommendation
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Kristine Raumane, Customer Base Manager at Tele2 Latvia, provides a glimpse into the role of a customer base manager (CBM). Kristine shares her insights on how CBMs can make a significant impact on a company's success. Tune in to discover the qualities needed to excel in this role and gain valuable insights into the strategies that CBMs employ in their day-to-day operations.
In this episode you'll learn:
How do different departments, such as sales, product, and customer care, work together in campaign workshops? What is the approach towards ensuring holistic collaboration for customer satisfaction? How does Tele2 Latvia incorporate stakeholder perspectives and leverage insights from customer feedback? What is the process of creating innovative campaigns that resonate with the target audience? How does Tele2 Latvia balance user-friendly experiences with data protection requirements? How has Tele2 Latvia embraced digitalization as a multi-service provider? What is the priority of exceptional customer service in Tele2 Latvia? What role does the call center play in delivering a seamless and personalized experience for customers?Kristine’s book recommendation: Factfulness: Ten Reasons We’re Wrong About the World–and Why Things Are Better Than You Think
Join us as Kristine provides valuable insights into the challenges, creativity, and continuous improvement efforts that drive the company’s success.
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“CVM Essentials, Personalization, Pricing, and Data Analysis" by Ignas Brazdauskas, an experienced Telco professional with a 12-year background in Lithuania and Qatar. Ignas shares his expertise on crucial elements working with data and he offers valuable insights into the unique challenges and opportunities of CVM in different markets.
In this episode, you'll learn about:
Customer Value Management (CVM) and its significance in the telecom industry. Factors influencing customer choices and the importance of delivering value. Challenges in changing prices and the impact on customer decisions. The role of CVM in the company's Profit and Loss Statement (PNL). The need for increased attention and recognition of CVM in the telecom sector. Strategies encompassed within CVM, including pricing, product, and distribution. Effective team structure for implementing CVM, including roles and responsibilities. The importance of data analysis and insights in CVM. Leveraging customer data for business growth and retention. The perpetual nature of CVM, involving data models and automation. Ignas's career journey from data analyst to specializing in customer retention and analytics. Collaboration, trust, and teamwork in CVM success. Recommendations for data analysts and measuring the impact of CVM initiatives. Challenges in applying CVM strategies in traditional marketing channels. Ignas' proudest moments and the value of collaboration with exceptional colleagues.Book recommendations from Ignas not only for CVM, but for accelerating your success:
Space Race: An Inside View of the Future of Communications Planning PERFORM: The Unsexy Truth about (Startup) SuccessTune in to the full episode to gain deeper insights into the world of CVM and telecoms!
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Šarūnas Chomentauskas & Egidijus Pilypas, founders of Exacaster and hosts of CVM Stories, share their motivation behind this podcast, discussing their passion for Customer Value Management (CVM) and sharing their journey in the field.
In this episode you will learn:
Part 1: Why did we decided to launch a podcast on customer value management?
Unique insights from Šarūnas and Egidijus working with global telecom companies Addressing challenges: secrecy, isolation, and lack of recognition Providing a platform for professionals to connect, learn, and overcome hurdles Rebuilding know-how and maturing customer value management practices Storytelling with experts sharing experiences Raising awareness and promoting the significance of customer value management in telecomPart 2: What is our experience with Telecom Customer Value Management and Data Analysis?
Importance of data analysis and drawing correct conclusions Challenges with using average as a measurement Case study: Missing budget due to fluctuations in average revenue per user Addressing revenue deviations caused by bill shock through a credit limitBook recommendations by Šarūnas and Egidijus:
Scoring Points: How Tesco Continues to Win Customer Loyalty Architects of Intelligence: The truth about AI from the people building it The Gap and the Gain: The High Achievers’ Guide to Happiness, Confidence, and Success Pricing and Revenue Optimization
