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CVMBoK

A Guide to Customer Value Management

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1. Embracing the Power of Customer Value Management

  • Customer Value Management Body of Knowledge (CVMBoK)
  • How to Use This Guide
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2. The Role of Customer Value Management

  • The Transformation from a Product-centric to a Customer-centric Approach
  • The Customer Value Management Role Within the Organization
  • CVM KPIs
  • Selecting the Right Talent: The Key to Customer Value Management Success
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3. The Work of Customer Value Management Professionals

  • The Customer Value Management Portfolio
  • The Customer Value Management Canvas
  • Acquire
  • Grow
  • Retain
  • Next Best Action
  • Supporting the Rest of the Organization with Communication Initiatives
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4. Technology and Data

  • Navigating Technological and Data Challenges in Customer Value Management
  • Building a Future-Proof Customer Value Management Technology Stack
  • Customer Value Management Technology Blueprint
    • Customer Value Management Technology Reference Architecture
    • Customer Data Management
    • Campaign Management and Real-Time Decisioning
    • AI and Machine Learning Capabilities
    • Automated Reporting Capabilities
    • Navigating the Path to an Optimal Customer Value Management Technology Stack
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5. Cross-functional Collaboration

  • Cross-functional Collaboration
  • General Management
  • Data Analytics/Business Intelligence
  • Data Engineering
  • Customer Acquisition
  • Product Management
  • Pricing
  • Branding
  • Assisted Inbound Channels
  • Digital Inbound Channels
  • Assisted Outbound Channels
  • Digital Outbound Channels
  • Market Research
  • Customer Experience
  • Information Technology
  • Security
  • Regulatory and Compliance
  • Procurement
  • Finance
  • Operations
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6. Conclusions and Next Steps

  • Key Takeaways
  • Engage with Authors and Contributors
  • Foundational Literature and Recommended Readings

CVMBoK © 2025 by Exacaster is licensed under CC BY-NC 4.0

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