Re: [projectvrm] Capgemini report features VRM

[William Heath < >]

Yes: it's the authentic meme, given proper glossy treatment. And they give correct due credit.

In my pdf the explanatory box by CapGem's VRM expert Gagandeep Gadri is just black. If Gagandeep is on this list perhaps he can fill us in?

I wonder what CapGem's day rate is for top VRM experts (and what, multiplying by 10 or so, Doc's should be when he is retained as a Global National Treasure by a grateful community)?

William

On 13 January 2015 at 00:09, Doc Searls < " target="_blank"> > wrote:

<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