Customer Value Management, rewired with AI.
Notes, playbooks and experiments on the new CVM/CLM — where retention, lifecycle and value management meet modern AI.Short reads for people who run lifecycle, retention and value — plus a few experiments I'm building along the way.
Latest writing
Let's talk AI use cases in CVM.
CVM is having its AI moment
The old playbook — segment, target, offer, measure — didn't die. It just got a new engine. Here's why I'm writing about it.
Spray-and-pray was a budget, not a strategy
Mass campaigns survived because precision was expensive. That excuse is gone. A short note on where the money leaks.
Sentiment is a CVM signal, not a support metric
Most teams file customer sentiment under 'CX'. That's a mistake. Tone is one of the earliest churn predictors you have.
The Lab
Ideas from the writing, turned into working tools.
CVM Copilot
A strategy generator for lifecycle teams.
Describe a base, a goal and a constraint — get segmented plays, treatment arms and offers you can actually ship. Built to compress a week of CVM planning into an afternoon.
Learn moreEcho
AI sentiment analysis for customer signals.
Turn messy customer conversations — surveys, tickets, reviews, calls — into sentiment you can segment and act on. Listen at scale without drowning in dashboards.
Learn moreBuilding in public
I write about CVM here and ship small experiments on the side. Follow along if that's your world.