CVM Stories

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• 🎙️ Autonomous CVM in Telco: The What and the How 22.05.2026 59мин

  Silvia Gomez Dominguez, with 20 years of CVM and CX experience across Optus, Vodafone, KPMG and Westpac, co-author of the CVM Body of Knowledge and founder of the Women in Customer community, joins us to define autonomous CVM in telco – and walk through the practical path to build it.Key takeaways[00:01:00] Why Silvia founded the Women in Customer community for CX leaders[00:05:49] How autonomous CVM reshapes the three brand layers – awareness, preference, conversion[00:11:09] "You wouldn't get those options even presented to you if you do not meet the minimum criteria"[00:21:56] "The biggest mistake would be just to replicate what we do today with AI"[00:24:33] The three AI layers in autonomous CVM – predictive, generative, agentic[00:31:12] Why the head of CVM must team up with the head of AI[00:35:55] Why a hybrid operating model wins over centralisation or autonomy[00:43:52] "There will be much more autonomy. It's super important that we embed the risk frameworks properly"[00:46:45] Why autonomous CVM needs continuous risk frameworks[00:54:51] "Rethink the processes using the new technology – don't just replicate what you do today with AI"Connect with usWeb: ⁠https://www.exacaster.com/cvmstories/⁠LinkedIn: ⁠  / exacaster  ⁠Instagram: ⁠⁠⁠⁠  / cvm.stories  ⁠TikTok:⁠⁠⁠ ⁠  / cvm_stories  ⁠Video partner: ADLife Creative Studio – ⁠https://adlife.lt/
• 🎙️ Defining the Agentic CVM Era 23.04.2026 1ч 3мин

  Özge Efe Aşcı, Senior Manager – Customer Lifecycle Value Management & AI at Vodafone, has spent nearly 15 years driving CVM across multiple markets. For years, CVM's mantra was right offer, right channel, right time. In this episode, he shares why that playbook is breaking and how agentic CVM is rewriting the rules of personalisation.Key takeaways[00:03:33] Why CVM is the real growth engine for mature industries like telco[00:06:08] "Personalization sounds very good until it's done badly" – when relevance turns creepy[00:08:55] Why personalization must start from customer truth, not your product catalog[00:11:24] The cooking analogy – data is the ingredient, decisioning is the recipe, channel is the method[00:20:09] Jobs to be done framework – understanding customer signals throughout their lifecycle[00:24:15] Solve the open ticket first, then sell the iPhone – prioritizing customer needs[00:27:54] "True personalisation is only possible with AI orchestration" – why batch campaigns can't scale[00:36:16] Three AI transformations: natural language analytics, workflow automation, and customer relationships[00:38:01] "AI is rational – it's a complete paradigm shift" – the shift to agent-to-agent commerce[00:48:42] Vodafone UK's retention transformation – from legacy grids to personalized recommendationsConnect with usWeb: https://www.exacaster.com/cvmstories/LinkedIn:   / exacaster  Instagram: ⁠⁠⁠  / cvm.stories  TikTok:⁠⁠⁠   / cvm_stories  Video partner: ADLife Creative Studio – https://adlife.lt/
• 🎙️Reducing Postpaid Churn Without Ever Giving Discounts 24.03.2026 50мин

  Gabriel Felipe Cortes Molina, Senior Loyalty and Retention Manager at Tigo Colombia, reveals how his team reduced postpaid churn without relying on discounts. With 12 years of experience, he shares the operational playbook behind proactive communication, rapid response teams, and cross-functional alignment.Key takeaways[00:04:28] “When you start to give discounts, you are only giving value to the market and destroying the value of the user”[00:05:27] Three main reasons customers churn: competition, bad service, and bill shock[00:09:51] How proactive billing alerts via SMS and WhatsApp prevent customer frustration[00:11:33] Billing changes double or triple contact rates and churn risk[00:17:26] Tracking repeated service signals to identify at-risk customers early[00:19:49] “Sometimes you have to say, I’m really sorry for what you’ve gone through – it’s kind of a superpower”[00:22:37] Competition drove a 57% price decrease in Colombia’s telecom market[00:27:37] Aligning shared KPIs across teams to unlock collaboration on churn reduction[00:36:13] Focus on 1–3 pain points, not 20 dashboards[00:41:10] Gabriel’s proudest moment: building convergence during a company mergerConnect with usWeb: 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/Video partner: ADLife Creative Studio – https://adlife.lt/
• 🎙️The Hidden Power of Transactional Communication in CVM 25.11.2025 47мин

  In this episode Matthew Tilling, Senior Product Manager at Exacaster, shares a massive opportunity for CVM leaders - transactional comms.What if your highest-engagement channel wasn’t marketing, but transactional messages like bills, alerts, and service updates? Matt shares a playbook for unifying these chaotic comms and turning them into a growth engine.Key takeaways[00:01:10] Transactional vs commercial communications[00:03:40] Why uncoordinated messages hurt CX[00:07:35] The CTO's focus on risk & reliability[00:28:40] Why CVM is the natural owner of the customer experience[00:18:55] The "no big bang" rule for migrating communications[00:19:15] How to de-risk the project with a small, low-risk pilot[00:42:20] Using billing communications to directly improve cash flow[00:27:25] The importance of change management and getting buy-inConnect 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.stories/TikTok:⁠⁠⁠ https://www.tiktok.com/@cvm_stories/The video partner: ADLife Creative Studiohttps://adlife.lt/
• 🎙️The CVM Trends 2026: Telecom Edition 11.11.2025 59мин

  The CVM Trends 2026: Telecom Edition report on the latest strategies, tools, and shifts shaping the Customer Value Management just dropped!Listen to the CVM Trends Talk, where the experts – Silvia Gomez Dominguez (CVMBoK book co-author), Marek Wiktor Grabowski (B2C CVM Director at Orange Poland), and Sahar Ehsan (Value Steering & CVM Operations at Zain Kuwait) – break down the key insights.*Key takeaways*[01:40:00] - CVM's C-suite access is growing, with half of teams now reporting high-up.[02:20:00] - The CVM "PR problem": why most teams feel unrecognized despite incremental uplifts[09:05:00] - The fix: stop talking like analysts, tell "business stories".[11:05:00] - The "shocking" average size of CVM teams is 3-5 people[11:25:00] - Why are most CVM teams stuck doing ad-hoc work?[19:15:00] -The maturity gap: core CVM programs vs. experience.[20:20:00] - The "fast vs. slow" split in KPI tracking.[32:29:04] - "How do they operate without daily trading?".[39:20:00] - The ML boom: telcos now run 10+ models.[40:25:00] - The data foundation crisis: most lack a unified customer view.[46:10:00] - ML as the "industrialized money printing machine".[52:20:00] - Future investments: real-time decisioning & dynamic pricing.[55:15:00] - "Bet your career": the CVM experts' final predictions.Download the full CVM Trends 2026:Telecom Edition report here: https://exacaster.com/cvm-trends/The video partner: ADLife Creative Studio https://adlife.lt/
• 🎙️How Strict Government Rules Secretly Drive ARPU Growth 17.10.2025 46мин

  In our new CVM Stories episode, you'll meet Mohamed Mejri from Tunisie Télécom. He navigates some of the strictest government regulations for a telecom in the world.Tune in to hear how he and the CVM team turn rules on pricing, targeting, and messaging into real ARPU growth.Key takeaways[00:02:20] - Hyper-saturated market – 15 million users for 12 million people[00:05:15] - Regulator pre-approves all campaign targets and forecasts[00:05:45] - Post-campaign performance reporting is mandatory[00:35:25] - Prices are fixed across all telecom operators[00:17:08] - The first 30 days are for guidance only – no offers allowed[00:07:25] - Campaigns are capped at 200k users weekly[00:10:47] - Adapting CVM to cultural events like Ramadan is crucial[00:28:45] - Deep segmentation is a requirement, not a choice[00:33:52] - “Booster” campaigns targeting stable customers are most effective[00:45:04] - CVM often acts as the company’s “emergency department”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.stories/TikTok:⁠⁠⁠ https://www.tiktok.com/@cvm_stories/The video partner: ADLife Creative Studio https://adlife.lt/
• 🎙️From NATO to Telco — Building Enterprise Customer Value That Wins Awards 05.08.2025 55мин

  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/
• 🎙️Winning CVM in Fixed Services: From Customer Lifecycle to Data Mart 09.07.2025 58мин

  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
• 🎙️How to Build a Customer-Centric and Profit-Driven Culture 05.06.2025 1ч 14мин

  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
• 🎙️Driving Growth through Monetization with Super Apps in Telecom 30.04.2025 58мин

  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/
• 🎙️ Turning Sign-ups into Superfans in Seconds – CVM’s Magic in Fintech 25.03.2025 1ч 2мин

  In this episode of CVM Stories, we sit down with Abdallah Mashashi, Pricing Manager, Axian Group-OIF Cluster, who transitioned from telecom to the dynamic world of Mobile Money. Abdallah shares how CVM in fintech helps turn sign-ups into loyal customers from day one. Hear the secret to instant activation, building trust and dynamic pricing to make customer lifelong fans.*Key takeaways*[00:01:00] Abdallah’s journey from telecom to fintech[00:05:00] How pricing strategies differ in mobile money vs. telecom.[00:07:10] Why cash is still fintech’s biggest competitor[00:10:00] The secret to driving adoption: trust and incentives.[00:15:00] How CVM keeps fintech users engaged and active.[00:20:00] The power of onboarding: first transactions matter.[00:25:00] Fintech’s advantage: rich customer data and personalization.[00:30:00] How fintechs are outpacing banks in digital transformation.[00:35:00] Why innovation is the only way to win in mobile money.[00:40:00] How fintechs are building ecosystems that drive growth.*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.stories⁠⁠⁠TikTok:⁠⁠⁠https://www.tiktok.com/@cvm_storiesThe video partner: ADLife Creative Studiohttps://adlife.lt/
• 🎙️Building a CVM Growth Machine Beyond Upsell and Retention 25.03.2025 55мин

  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
• CVM Trends 2025 in Telecom 12.11.2024 1ч 24мин

  Unpacking CVM Trends 2025:Telecom Edition reportListen to Egidijus Pilypas from Exacaster and CVM experts Marek Wiktor Grabowski from Orange Polska, Silvia Gomez Dominguez, Customer Engagement Expert, and Thierry Awetimbi from Vodacom Congo as they discuss how key trends will drive CVM in 2025.Key Takeaways00:00:00 – Introduction to CVM trends report event00:02:10 – CVM reporting structures and challenges00:03:56 – Infrequent KPI tracking raises concerns00:05:31 – Importance of C-level CVM reporting00:08:13 – Innovation and visibility in CVM teams00:12:32 – CVM teams’ focus on operational tasks00:14:37 – Limited time for strategic CVM initiatives00:27:08 – Single customer view still challenging00:43:35 – Omnichannel experience lacking in CVM00:57:29 – Generative AI for enhanced customer service01:03:57 – Digital transformation impact on CVM work01:16:42 – Convergence boosts retention and ARPU gainsGet Your Copy of CVM Trends 2025 ReportNo more worries about planning for 2025 and wondering if we're doing enough to boost customer value. Read the report to find the insights you need! Get your free copy of CVM Trends 2025: Telecom Edition report at www.exacaster.com/cvm-trends-2025/
• 🎙️ Inbound Marketing for Unstoppable CVM Growth 07.11.2024 54мин

  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
• 🎙️How Data Management Lessons from the Air Force Helped Grow a Telecom 16.10.2024 1ч 9мин

  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
• 🎙️Cutting Churn by 50% – A Strategy of Customer Focus and Team Alignment in B2B CVM 25.09.2024 52мин

  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
• 🎙️Create a High-Impact CVM Team that Delivers More with Less 25.09.2024 52мин

  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
• 🎙️ Breaking the Illusion of the Perfect CVM Marketing Automation Tool 14.08.2024 1ч

  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
• 🎙️ Growing Revenue and Retention in Mobile Apps: Tricks You Need to Know 31.07.2024 55мин

  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
• 🎙️ Achieving 2x CVM Revenue Benchmark with Strategic Management 16.07.2024 1ч 10мин

  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/