The Customer Value Management Body of Knowledge (CVMBoK) serves as a guide for leaders and professionals engaged in customer value management, with a specialized emphasis on the telecommunications industry.
While the domain of customer value management is rich with varied resources that explore numerous aspects in considerable depth, there exists a gap in terms of a unified, comprehensive framework akin to the Project Management Body of Knowledge (PMBOK) for project management, or the Data Management Body of Knowledge (DMBoK) for data management. The creation of the CVMBoK addresses this gap, establishing a structured and holistic compendium dedicated to the principles and practices of Customer Value Management (CVM).
Purpose of CVMBoK #
For Organization Leaders and Managers
To help leaders and managers define the role of CVM within their organizations and understand the responsibilities of a Customer Value Manager role.
For CVM Professionals
To provide a common dictionary and framework for CVM professionals, facilitating knowledge sharing, to perform day-to-day activities better, and to streamline the development of CVM discipline through collaboration.
For All Other Roles in the Organization
To assist other organizational functions in understanding their intersection with CVM, enabling a more cohesive approach to customer value management.
Content Structure of CVMBoK #
Section 1 – Introduction
This section introduces the CVMBoK, how it came about and how to use it.
Section 2 – What is Customer Value Management
CVMBoK takes on the task of systematizing the entire subject area and proposing a comprehensive framework to understand it.
Section 3 – CVM’s Role in Organization
CVMBoK proceeds to analyze Customer Value Management from an organizational perspective – where it fits and what is the current management practice? This section explains the role of CVM within an organization and outlines key performance indicators (KPIs).
Section 4 – What Should CVM Do to Bring Value most effectively
CVMBok shifts the attention to the core task of Customer Value Management – what are it’s main objectives and how should one go about to create a strategic plan for CVM.
Section 5 – How Can CVM Achieve Value in the Most efficient way
CVMBok looks at how the strategy can be implemented and provides several frameworks that help understand work on both Operating and Transforming levels that are common in CVM.
Section 6 – References and Examples
Here CVMBoK serves several detailed guides for selected subject areas. We expect that this section will gradually expand over time to provide a systematic reference for many common day-to-day aspects of CVM.
Why CVMBoK? Challenges of Knowledge Sharing and Collaboration in CVM #
The role of customer value management (CVM) in the company is not only complex and unique but also commercially sensitive and confidential. Many CVM experts in the telecom sector operate in isolation, protecting sensitive information and proprietary approaches. While this may be beneficial in the short term, it hinders the overall development of the discipline due to the loss of know-how, redundant efforts, underdeveloped terminology, absence of recognizable reference materials, and no formal certification process. This challenge, combined with the complexity of the role, means that CVM as a discipline is evolving much slower than it could today, not only in the telecommunications industry but in many other industries as well.
The aim of CVMBok is to overcome these unique challenges and create a resource that can fill knowledge gaps and promote the principles of collaboration while preserving confidentiality. While there are always specific companies executing every key piece of advice and insight in this resources, mentioning specific names has been refrained in the spirit of easier information sharing and growth for everyone in the CVM profession.
Contribute to CVMBoK #
The CVMBoK is a collaborative effort by a group of CVM professionals from multiple organizations who generously contributed their time, knowledge and expertise to create this resource. The contributions were made with the goal of advancing the discipline forward.
Your participation is encouraged to further enrich the CVMBoK. Whether you aim to share your insights, provide feedback, or offer suggestions, your active involvement is very welcomed. Look for the “Want to enhance the CVMBoK? Share your insights” invitation at the bottom of each CVMBoK page and be part of shaping the future of Customer Value Management.
CVMBoK © 2024 by Exacaster is licensed under CC BY-NC 4.0 
