In this episode, we sit down with Mirella-Marie Katarina Radman, former NATO project lead, now leading enterprise success at one of Canada’s 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 doesn’t just convert but lasts.

*Key takeaways*

[00:02:15] From NATO to Telco: Katarina’s career shift from

diplomacy to telecom leadership

[00:05:40] Early lessons in trust: building value before

“customer success” was a term

[00:13:30] Enterprise lifecycles: why planning starts 2 years

before renewals

[00:19:20] Navigating 10–20 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*

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