When I Grow Up, I Want to Be a Customer Value Manager
Welcome to CVM News. This isn’t just a newsletter; it’s a mission to make Customer Value Managers (CVMs) famous! Every month, I’ll share news, updates, wins, and challenges about our journey in CVM. Join me!
CVMs contribute up to 5% of total revenue in organizations, but their role is still not easily recognized
On average, CVM work increases revenue in organizations by 2-3%, and top CVMs can achieve 5% or more. The impact is huge, but the role is not well understood or recognized in many organizations.
Being a Customer Value Manager involves many different tasks: pricing, product management, campaigns, customer experience, project management, analytics, AI, budgeting, and more. It feels like being a jack of all trades. We know that the Customer Value Manager job is extremely important, but it’s also hard to explain.
One evening, my 6-year-old daughter asked me, “Daddy, what do you do at work?” I said, “I help people choose their data plans, mobile phones, and TV shows.” Don’t tell me, I know. My daughter wasn’t impressed.
If we can’t clearly explain what we do, how can we expect others to understand and appreciate it?
This confusion is our enemy. We are on a mission to change it. We want the CVM role to be clear, well-understood, properly managed, impactful, appreciated, and inspiring.
In short, we want to make Customer Value Managers famous.
The first milestone in making Customer Value Managers Famous is a comprehensive definition of Customer Value Management work in CVMBoK
The first milestone in our mission is to clarify what Customer Value Management is. Together with Sarunas Chomentauskas and 65 CVMs from 26 countries, we created the first comprehensive guide for Customer Value Management – The CVMBoK.
It’s free, open, and extensive, putting all the pieces into place. If you haven’t read it, we highly recommend it. We’ve received great feedback from you.
Next, we need your help to identify the most important aspects of CVM programs
This is just the beginning. We want to make CVMBoK 10 times better, more useful, and more insightful, and we need your help.
Our next step is to improve the CVM Programs chapter. This chapter defines the key CVM work that makes a big impact on the organization.
We’re looking for ideas on how to better describe CVM programs and include real-life examples, common mistakes, benchmarks, tips, and tricks. If you can help, please contact me directly!
And lastly, how to explain to my daughter what Customer Value Managers do?
My daughter wasn’t impressed with my explanation of Customer Value Manager’s work. If you know how to explain it in a way that makes her say, “Wow dad, when I grow up, I want to be a Customer Value Manager,” please PM me. 🙂
The latest news and insights on Customer Value Management within the telecommunications industry for this month.
🎙️ [Podcast] Top CVM stories episodes of the month:
- Emotional Connection: The Super Weapon in CVM
- CVM Essentials, Personalization, Pricing, and Data Analysis
🌐 [AI in Telecom] Latest developments and expansions:
📅 [Event] Keep an eye on upcoming industry events & webinars:
📌 [Insight of the Month] Building emotional connection in CVM by Silvia Gomez Dominguez.
Adopt a customer-first mindset by actively listening and responding with empathy to establish an emotional connection with your customers. Dive into books like “The Moments of Truth” by Jan Carlzon and “Uncharted: How to Map the Future” by Margaret Heffernan to gain insights into creating impactful customer experiences. — Silvia Gomez Dominguez, Senior Director and Expert in Customer Engagement.
https://www.linkedin.com/pulse/how-much-do-customer-value-managers-earn-egidijus-pilypas-4wnpf – Find out more
