[projectvrm] Capgemini report features VRM

[Doc Searls < >]

<http://www.fr.capgemini-consulting.com/resource-file-access/resource/pdf/customer_service_in_2020_-_capgemini_consulting.pdf>

Starts on page 20. 

I'm headed toward a plane, so no time to read it in any depth, but it looks 
encouraging. One pull-quote: 

"The future of VRM is not yet clear, but one thing is certain: in the product 
and service markets of 2020, the customer will not be a passive player, but 
an empowered partner. Emerging channels of interaction require constant 
evolution of vendor-customer communication capabilities, and organizations 
need near-instant reaction times."

About Capgemini: 

<http://www.capgemini.com/>
<http://en.wikipedia.org/wiki/Capgemini>

And an October 2014 blog post pointing to Capgemini VRM videos:

<http://blogs.law.harvard.edu/vrm/2014/10/23/capgemini-on-vrm-well-done/>

Doc