Category Archives: sCRM

Definition: Social Customer Relationship Management (CRM)

By Harish Kotadia, Ph.D. | Published: January 30, 2010

Social Media and Social CRM being so new, one is often asked the question what is Social CRM and how is it different from “traditional” CRM? Social CRM is the business strategy of engaging customers through Social Media with goal of building trust and brand loyalty. Loyalty is defined as attitude towards a brand that [...]

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 [...]

What Comes Next in Social Media?

By Harish Kotadia, Ph.D. | Published: January 9, 2010

Good Panel discussion on What Comes Next in Social Media? organized by The Paley Center for Media. Panelist include: Jamie Daves, Venture Partner at City Light Capital Tom Arrix, Vice President of Sales at Facebook Peter Land, Senior Vice President of PepsiCo Joe Marchese, Co-founder and President of SocialVibe Seth Sternberg, CEO and co-founder of [...]

2010: The Rise of Social Media in Asia

By Harish Kotadia, Ph.D. | Published: January 8, 2010

One of the biggest stories in 2010 is going  to be the exponential growth of Social Media in Asia, not only in terms of reach but also content created in varied Asian languages. What is different about Social Media in Asia as compared to North America, Europe or Australia? Scale of Asia: China, India, Japan, [...]

Top 50 Facebook Pages

By Harish Kotadia, Ph.D. | Published: January 5, 2010

Excellent collection of Top 50 pages on Facebook in 2009. Note that a brand did not qualify for this list unless it had a minimum of 200,000 fans. Ranking was arrived at based on a variety of criteria including frequency of updates and level of engagement among others. I guess competition will be much tougher [...]

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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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