Shownotes Transcript
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 - CVM Maturity Assessment 04:24 - Top challenges in 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 - Basics before AI 14:25 - Implementing transformations all at once 16:32 - Reasons of big bang transformations 18:14 - Challenging CVM areas in Telco 18:51 - Improving CVM processes 19:41 - Data quality challenges 21:39 - Customer insight & communication issue 25:20 - Coordination between CVM teams, products, and channels 27:32 - Full customer centricity 28:58 - Offer relevance and recalculating recommendations 30:08 - Inconvenient user interfaces for agents 33:10 - Visibility of end-to-end process 35:28 - Overcoming organizational silos 36:30 - Success case of improving communication 40:23 - Key elements for successful CVM projects 43:06 - Advice for CVM teams 45:49 - Unconventional travel for de-stressing 50:42 - Proudest moments in CVM work 52:59 - Failures and lessons learned 56:33 - 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/0070511144
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