Category Archives: Social CRM

Definition of Social CRM – Questions & Answers

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

In my previous post titled Definition of Social CRM – Explained!, I provided a detailed explanation about what is Social CRM. I received many excellent comments in response to that post and wanted to answer some of the questions about the definition. To begin with let me reiterate the definition of Social CRM: Social CRM is [...]

Definition of Social Customer Relationship Management (CRM) – Explained!

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

In one of my earlier post, I defined Social CRM as follows: 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 inclines a customer to repurchase it and/or recommend it to others. Social CRM and Social [...]

How Customer Engagement will determine winning brands in Social Era

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

In recent months, a lot has been written about how Social Media channels are different from “traditional” media channels like Print, Radio, TV and about the importance of Social Media in marketing. I think the biggest argument in favor of Social Media is that it provides great tools for “engaging” the customer. Unlike traditional media [...]

Reasons why Foursquare is the hottest Social Network on the web

By Harish Kotadia, Ph.D. | Published: March 12, 2010

Foursquare, the hottest Social Network on the web turned one yesterday. Hard to believe that its been around for just 365 days and still boasts of half a million users, 1.4 million venues, 15.5 million check-ins and is growing exponentially by the day if not by the hour! (see this excellent Hitwise Intelligence report for [...]

Secret of Ford’s Social Media Success

By Harish Kotadia, Ph.D. | Published: March 12, 2010

Ford Motor Company is among a handful of large corporations with many successful Social Media initiatives. One of Ford’s most successful Social Media initiative is a called The Ford Story. This is a website that aggregates Ford’s social web participation along with what others are saying about Ford’s brands. Few other examples of successful Social [...]

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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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