Re: [projectvrm] Capgemini report features VRM

["Wunderlich, John" < >]

Nathan;

I agree that 'big name' recognition helps 'legitimize' VRM. It also brings with it the risk of cooptation where the 'enterprise' version of VRM is all about making the customer feel empowered instead of actually empowering them. Just saying'...

John Wunderlich

Privacist @PrivacyCDN

On 13 January 2015 at 12:43, Nathan Schor < " target="_blank"> > wrote:

This kind of exposure/endorsement is highly beneficial to everyone pursuing VRM type solutions, no matter what specific sector or stage of maturity.

Simply being able to point to ‘objective’ white paper from a well-regarded international IT firm that explicitly includes (with links) VRM as a key part of the future in customer-empowerment adds serious credibility in the marketplace.  

And it seems reasonable to predict that will soon see similar signals from Cap Gemini’s competitors, lest they be viewed as behind on the future of customer engagement.

Nathan Schor 305.632.1368 " target="_blank">

 

From: Doc Searls [mailto: " target="_blank"> ]
Sent: Tuesday, January 13, 2015 5:14 AM
To: " target="_blank">
Cc: ProjectVRM list
Subject: Re: [projectvrm] Capgemini report features VRM

 

On Jan 13, 2015, at 12:10 AM, William Heath < " target="_blank"> > wrote:

 

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 don't think he's on this list; but he is on Linkedin and Twitter:

 

<https://www.linkedin.com/in/gagandeepgadri>

<https://twitter.com/Gagandeepgadri>

 

And he's based here in the UK.

 

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)?

 

Not gonna happen, but I appreciate the sentiment. :-)

 

Doc

 

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

 

 

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