CVMBoK: A Guide to Customer Value Management - Paperback

by Sarūnas Chomentauskas (Author), Silvia Gomez Dominguez (Author), Kristine Raumane (Author)

As every CVM professional knows, there are no comprehensive resources to guide them in mastering this complex field. This
Customer Value Management Body of Knowledge (CVMBoK) aims to fill the gap, serving as the definitive guide to navigating
the intricacies of CVM in the telecom sector.

The CVMBoK is designed to empower you to:
- Strategically align your organization for CVM success: Learn how to position CVM within your organization to maximize its impact on customer retention and average revenue per user (ARPU) growth.
- Develop effective CVM programs: Gain insights into the full CVM programs portfolio that drives the impact in your organization and are aligned with customer needs.
- Build a robust CVM technology stack: Understand the technological infrastructure needed to support CVM operations, from customer data platforms to real-time decisioning systems.
- Foster cross-functional collaboration: Discover strategies to break down silos and collaborate effectively with departments like Marketing, Sales, IT, and Customer Service.

By delving into the CVMBoK, you'll access actionable insights and best practices that address common challenges, such as siloed information, lack of standardized methodologies, and limited avenues for professional development. This unified framework is crafted by industry experts with decades of experience managing prepaid, postpaid, home services, and B2B customers.

Consider these reflections of fellow CVM practitioners:
"Unfortunately, we don't learn CVM at school. In the DRC [Democratic Republic of the Congo], there are no courses dedicated to CVM. You enter the industry and start working with data, trying to understand it and just sending out some offers. The recommended podcast is CVM Stories."
- Thierry Awetimbi, CVM Manager at Vodacom Congo (no longer with the company)

"CVM is quite tough at the beginning because many practitioners don't have a single source of information. You learn from data science, but there was no comprehensive book on CVM until Exacaster launched the CVMBoK digital version and started sharing insights in the CVM Stories podcast. Before this, my information came from reading data science books and trying to imagine how to implement it in our organization."
- Tommy Wahyudi, VP - Head of CVM Data Growth Strategy at Indosat Ooredoo

Our mission with the CVMBoK is clear: to elevate the discipline of CVM and support professionals like you in making a significant impact within your organizations. We aim to demystify CVM, provide the tools and knowledge necessary for success, and ultimately make CVM professionals renowned for their contributions to the telecom industry's growth.