Building the CVMBoK Through Global Collaboration
The CVMBoK is more than a guide—it’s a collective achievement shaped by the experiences of CVM professionals from around the world. Rec- 1.3 Building the CVMBoK Through Global Collaboration 17 ognizing that our industry’s strength lies in shared wisdom, we’ve brought together insights from dozens of CVM professionals across all continents. They have contributed through podcasts, interviews, benchmark surveys, and direct feedback, enriching this resource with diverse perspectives.
These contributions come from professionals managing prepaid, postpaid, home services, and B2B customers in various markets. Participation in initiatives like the CVM Stories podcast has allowed customer value managers to discuss challenges and best practices openly. Through these candid conversations, we’ve gathered real-world examples that illustrate both the obstacles and successes in CVM implementation. Many of the quotes that you’ll find in the guide are taken from these conversations.
The CVM Benchmark Survey has been another source of information, with many customer value managers sharing data that highlight current trends and common pain points in the industry. This collective input has shaped both insights about the current state in the industry and also the most popular strategies and frameworks presented in the CVMBoK.
This collaborative effort underscores the global nature of CVM and the universal challenges we face. By pooling our knowledge, we’ve created a resource that transcends geographical boundaries and offers practical solutions applicable worldwide.
We invite you to join this ongoing journey. Your experiences and insights are invaluable in keeping the CVMBoK dynamic and relevant. Together, we can continue to elevate the CVM profession and drive success across the telecom industry. For more information on getting involved also check out Chapter 6.
How to Use This Guide
CVMBoK is a comprehensive guide tailored for CVM professionals in the telecom industry. Whether you’re a manager, a CVM practitioner, or part of a cross-functional team, this guide is designed to meet your needs and help you excel.
For Managers and Leaders
As a manager, focus on Chapters 2, 4, and 5 to align CVM with your organizational goals and understand the technical and organizational capabilities required for success. Chapter 2 explains the shift from product-centric to customer-centric approaches, highlights CVM’s position within the organization, outlines key performance indicators (KPIs) essential for decision-making, and gives guidance on hiring the right talent. Chapter 4 gives insights on what technology investments might be necessary in your organization. Chapter 5 offers strategies for fostering effective collaboration across departments, ensuring that you CVM team has the necessary mandate and resources.
For Customer Value Management Practitioners
If you’re a CVM practitioner, delve into Chapters 3, 4, and 5 to grasp the full scope of CVM. Chapter 3 provides actionable strategies for acquiring, growing, and retaining customers, covering topics like onboarding, upselling, loyalty programs, and churn management. Chapter 4 helps you navigate the complex technology landscape, understand architectural principles for a future-proof CVM tech stack, and master essential components like customer data platforms and real-time decisioning systems. Chapter 5 offers insights on how to collaborate with other departments effectively.
For Cross-functional Teams
For those in cross-functional teams, explore Chapter 5 to learn how collaboration with the CVM team can enhance overall performance. Understanding how CVM teams interact with your department allows you to contribute effectively to shared goals. By aligning your efforts with CVM initiatives, you can enhance customer engagement and drive organizational success.
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