Category Archives: sCRM

How to measure Social CRM ROI

By Harish Kotadia, Ph.D. | Published: December 24, 2010

One of the question frequently asked about Social CRM or Social Media is What is the ROI? This is a great question to ask given the need to justify any major investment, especially after the great recession. Unfortunately, many people (and this includes so called “experts” or “thought leaders”) are missing woods for the trees while [...]

KLM Surprise: Is it Social CRM?

By Harish Kotadia, Ph.D. | Published: November 27, 2010

Here’s a great Social Media Customer Engagement Case Study – Royal Dutch Airlines KLM. KLM has launched a pilot program called KLM Surprise to surprise their customers who check in on Foursquare at one of KLM’s venues at Amsterdam Schipol Airport with a customized gift based on information customers have shared previously on Social Networking sites.   [...]

Social CRM and Customer Advocacy Programs: Case Study

By Harish Kotadia, Ph.D. | Published: November 25, 2010

In my previous post titled Loyalty Programs are Passé, how about Customer Advocacy Program?, I highlighted the importance of tracking outbound Word Of Mouth (WOM) on Social Networking sites and designing programs for rewarding Customer Advocacy behaviors like WOM. In this post, I want to elaborate more on the topic and explain how Customer Advocacy Program [...]

Loyalty Programs are Passé, how about Customer Advocacy Program?

By Harish Kotadia, Ph.D. | Published: November 21, 2010

Customer Loyalty programs have been around for more than a century and marketing managers have used them very effectively for rewarding loyal customer behavior, especially repeat purchase. According to Gartner, U.S. companies spend more than $1.2 billion per year on customer loyalty programs. It is also estimated that more than 75% of consumers today have at [...]

A Quick Primer on Social CRM #sCRM

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

Over the past few weeks, I have received several requests via Twitter, LinkedIn and eMail requesting for information on what is Social CRM and how is it likely to shape CRM and Marketing in months and years ahead. To answer some of these questions, here’s a short list of my blog posts on the subject [...]

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  • About Dr. Harish Kotadia


  • Harish Kotadia, Ph.D.


  • Dr. Harish Kotadia has about ten years’ work experience as a hands-on CRM Program and Project Manager implementing CRM 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 Consulting Lead for Infosys Technologies. Views and opinion expressed in this blog are his own.






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