Category Archives: CMO

3 Reasons why you should provide Customer Support on Social Media

By Harish Kotadia, Ph.D. | Published: November 13, 2010

Talk to any executive of a large or medium sized company contemplating having customer support on Social Media channels and one of the first question you are likely to hear is But how can we afford it? Well, the right question is Can you afford not having Customer Support on Social Media? Here’s why: Reason [...]

Social CRM: Take the Leap of Faith

By Harish Kotadia, Ph.D. | Published: March 6, 2010

In recent months, several publications, analysts and bloggers have highlighted the importance of Social Media and the need for allocating resources for Social CRM initiatives. I have published several blog posts on the subject and some of them are listed below: When it comes to Social Media, CEOs and CMOs should lead from the front [...]

Social Media turning Marketers into Media Companies?

By Harish Kotadia, Ph.D. | Published: February 14, 2010

As more marketers use Social Media channels for engaging their customers and prospects, it is becoming obvious that they will have to take on additional responsibility for not only creation of content, but also facilitate sharing or distribution of content through Social Media channels such as YouTube. Some notable examples of this approach are: Johnson [...]

Really? Social Media Better Done “In house”

By Harish Kotadia, Ph.D. | Published: February 7, 2010

Results of CMO Club Weekly Poll published on BW blog made some interesting reading. Question that was asked was “Which of your groups is best equipped to help you with your social media efforts today?”  114 CMOs responded: 65.6% In House 15.6% Interactive Agency 9.4% PR Firm 9.4% Social Media Agency 0% Creative/Ad Agency Why majority [...]

Social CRM: Top priority for CMOs

By Harish Kotadia, Ph.D. | Published: January 22, 2010

Not a week goes by without publication of findings from a study or a survey confirming growing reach of Social Media channels. Latest in this series is findings by NielsenWire. As per this study, “global consumers spent more than five and half hours on social networking sites like Facebook and Twitter in December 2009, an [...]

Kodak CMO Jeff Hayzlett on his use of Twitter

By Harish Kotadia, Ph.D. | Published: January 20, 2010

Ever wondered what Kodak senior management thinks about how their CMO, Jeff Hayzlett, uses Twitter? Well, listen to what he says about why he uses Twitter (@JeffreyHayzlett) and how Kodak’s management reacts to his use. In my opinion, Jeff is a great role model for other CMOs to emulate on how to use Social Media. [...]

Dear CMOs, Wake up to Social Media challenge

By Harish Kotadia, Ph.D. | Published: November 17, 2009

In my previous post titled What is Social CRM and why it is important, I have highlighted the phenomenal growth in number of Social Media users and importance of engaging customers through Social Media for building trust and brand loyalty. Given statistically significant correlation between social media engagement and financial performance metrics – revenue and [...]

Importance of Social Media

By Harish Kotadia, Ph.D. | Published: September 23, 2009

Excellent preso on importance of Social Media. Underscores why marketers need to engage their Customers through Social Media. My fav slides are 27 and 28: “You want us to Pay? We want you to pay attention”. It is very clear that age of Socially Connected Customer has dawned, sooner marketers realize this and leverage Social [...]

  • About Dr. Harish Kotadia


  • Harish Kotadia, Ph.D.

  • Dr. Harish Kotadia has more than twelve years’ work experience as a hands-on CRM Program and Project Manager implementing CRM and Analytics solutions for Fortune 500 clients in the US.

    He also has about five years’ work experience as a Research Executive in Marketing Research and Consulting industry working for leading MR organizations.

    Dr. Harish currently lives in Dallas, Texas, USA and works as Social CRM/CRM and Analytics Consulting Lead for Infosys Technologies. Views and opinion expressed in this blog are his own.




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