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Customer Value Management in Telecoms

This two-day course looks at approaches to managing the value of customers as long-term assets to your business.

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Course Overview

Telecoms markets around the world have reached a ‘mature’ stage in their lifecycle, and operators and service providers are experiencing lower revenues and loss of profit. A thorough review of an organisations existing customer base is required to maximise growth opportunities for the future.

This two-day course looks at approaches to managing the value of customers as long-term assets to your business. The programme goes deeper than the selling of products and services and teaches new customer centric strategies and techniques.

In-Company Only

Duration: 2 Days

PRICE: Contact Us


Why Choose This Course?

Why choose the programme

  • Identify profitable vs unprofitable customers
  • Learn techniques to maximise the existing and potential customer base
  • Understand growth opportunities for customer value management  
  • Control customer-related costs

Who is it for?

  • Chief Marketing Officers
  • Campaign Managers
  • Product Managers

Programme Modules

  • Customer Value Management
  • Calculating Customer Value
  • Improve Customer Base
  • Big Data for Value
  • Influencing Customer Value
  • Customer Costs

Learning Outcomes

Benefits for the Professional

  • Define customer value management and its implication in telecoms
  • Calculate the long and short term impacts of customer management techniques
  • Apply techniques to quantify predictive customer value
  • Assess ways to influence customer’s perceptions

Benefits for the Organisation

  • Identify customers who generate long term value to your organisation 
  • Increase customer retention
  • Improve return on customer investment
  • Make non-telecoms products available to your customers
  • Use the customer base to generate long term profitability 

What Are People Saying?

Programme Details

Module 1

Defining Customer Value Management

  • Defining ‘customers’ and ‘markets’ in new ways
  • Definition and role of CVM
  • The components of CVM
  • Customer investment and ROI

Module 2

Calculating Customer Value

  • The CVM toolbox
  • Direct and indirect value
  • Income vs. costs to serve
  • Customer lifetime value and churn risk analysis
  • Short-term vs. long-term value
  • Current vs. predictive value

Module 3

Improving the Quality of the Customer Base

  • Identifying angels and demons
  • Retiring non-profitable customers

Module 4

Using Customer Big Data to Generate Value

  • Customer analytics
  • Data warehousing
  • Third party big data applications

Module 5

Influencing Customer Value

  • Retention
  • Improving revenue
  • Rewards

Module 6

Managing Customer Costs

  • Reducing costs to serve
  • Improving ROI on customer-facing costs

Module 7

Improving the Quality of the Customer Base

  • The value shift: from the network to the services
  • Telecoms vs. third party brand value to customers
  • Device and applications value to telecoms customers
  • Generating value from digital services

Past Delegates Include

Customised In-Company Solutions

Expert insight, delivered in a format to suit your needs, to enhance knowledge and drive performance in your team.


We take a consultative approach to learning: our learning & development consultants will work closely with your team to establish your unique business needs and define success measurements.


“The professionalism when working with Telecoms & Tech Academy allowed me to achieve my goals. We thank you for the support throughout the course.”


Eric Jacobson, Learning Solution Manager, MTN Group

Please contact us for more information at


We’ll hand pick a leading practitioner to create and deliver a technical or commercially focussed programme, at your location – wherever that may be globally.


We develop specialised online learning programmes using our virtual learning platform so your teams can learn anytime, anywhere – both on-demand or through online live classes.


A mix of online and face-to-face - your business taps into our leading online learning experience and gets valuable face-time with leading practitioners.