In this episode, we sit down with Mirella-Marie Katarina Radman, former NATO project lead, now leading enterprise success at one of Canadaâs largest telcos. We talk trust, renewals, and what Customer Value Management (CVM) teams can borrow to win in long-game, high-stakes accounts.
Tune in to hear how to lead with trust, plan for renewals years in advance, and build value that doesnât just convert but lasts.
*Key takeaways*
[00:02:15] From NATO to Telco: Katarinaâs career shift from
diplomacy to telecom leadership
[00:05:40] Early lessons in trust: building value before
âcustomer successâ was a term
[00:13:30] Enterprise lifecycles: why planning starts 2 years
before renewals
[00:19:20] Navigating 10â20 stakeholders per deal:
enterprise account reality
[00:23:50] Building trust that scales: what wins million-dollar
relationships
[00:28:40] Documentation as a strategy: CRM as a living
customer record
[00:33:25] Day Two is everything: defining success after the
contract is signed
[00:41:00] Being the voice of the customer: translating
feedback into action
[00:47:10] The human side of enterprise: empathy still drives
decisions
[00:53:40] Recognized success: winning internal awards for
long-term impact
*Connect with us*
Listen to the CVM Stories podcast wherever you prefer:
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The video partner: ADLife Creative Studio
https://adlife.lt/
