CBM Role: Reaching KPIs and Overcoming Challenges
Join us for an inside look with Tele2 Latvia’s customer base manager – Kristine Raumane. Discover the challenges and creative solutions that shape Tele2’s campaigns as Kristine shares insights from her CBM role in Customer Value Management (CVM).
In this episode you’ll learn:
- How do different departments, such as sales, product, and customer care, work together in campaign workshops?
- What is the approach towards ensuring holistic collaboration for customer satisfaction?
- How does Tele2 Latvia incorporate stakeholder perspectives and leverage insights from customer feedback?
- What is the process of creating innovative campaigns that resonate with the target audience?
- How does Tele2 Latvia balance user-friendly experiences with data protection requirements?
- How has Tele2 Latvia embraced digitalization as a multi-service provider?
- What is the priority of exceptional customer service in Tele2 Latvia?
- What role does the call center play in delivering a seamless and personalized experience for customers?
Explore how teamwork and collaboration drive success at Tele2 Latvia, with departments like sales, product, and customer care working together in campaign workshops. Kristine emphasizes the importance of a holistic approach and continuous improvement for customer satisfaction.
Learn how Tele2 Latvia draws inspiration from real customer feedback to fuel creativity. By incorporating stakeholder perspectives and leveraging insights, the team creates innovative campaigns that resonate with the target audience.
Discover how Tele2 Latvia adapts to meet evolving customer needs as a multi-service provider. While digitalization plays a significant role, Kristine acknowledges the importance of balancing user-friendly experiences with data protection requirements.
Gain insights into the enduring significance of call centers in the telecom industry. Despite predictions of their demise, Tele2 Latvia values exceptional customer service and prioritizes the call center’s role in delivering a seamless and personalized experience.
