Shownotes Transcript
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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