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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



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.