Category Archives: Social CRM

Social CRM Market Size Undervalued?

By Harish Kotadia, Ph.D. | Published: September 7, 2011

Gartner, Inc., the Stamford, Connecticut based IT research and advisory firm recently reiterated its guidance that “market for Social CRM is on Pace to Surpass $1 Billion in Revenue by Year-End 2012″ (for more, see this). I have seen similar estimates regarding size of Social CRM market from other research and analyst firms in recent past. Such [...]

Why Social CRM? Because “The Consumer Isn’t a Moron; She is Your Wife”

By Harish Kotadia, Ph.D. | Published: July 12, 2011

David Ogilvy, popularly referred to as the father of modern advertising, once said “The consumer isn’t a moron; she is your wife. You insult her intelligence if you assume that a mere slogan and a few vapid adjectives will persuade her to buy anything. She wants all the information you can give her“ (for more, [...]

Move over Customer Support, it’s time for Customer Engagement

By Harish Kotadia, Ph.D. | Published: July 4, 2011

Very few times in human history have we witnessed an inflection point in technology that fundamentally changes the way we live and work. Invention of electricity, telephone, TV & radio, computers and most recently, the internet are few examples of transformative powers of technology. Just imagine life without electricity, TV & Radio or internet. We [...]

5 Key Tech Trends driving Social CRM

By Harish Kotadia, Ph.D. | Published: June 18, 2011

One year ago (June 15th, 2010 to be precise), I wrote a post titled Social Media: The New Front End of CRM System in which I highlighted that in spite of undergoing a fascinating technological transformation over the last decade, Customer Relationship Management (CRM) systems essentially record transactional information using pre-determined fields on the screen (front-end) [...]

Looming Talent Crunch in Social CRM

By Harish Kotadia, Ph.D. | Published: April 16, 2011

Talk to senior or middle level executives in Marketing or IT about Social Media or Enterprise 2.0 and you will see their face light up immediately with excitement from perceived opportunity and with fear from perceived threat – all at once. Most executives will tell you that they want to leverage Social Media and Enterprise [...]

Why CRM ain’t CRM if it isn’t Social

By Harish Kotadia, Ph.D. | Published: March 5, 2011

Almost a year back, I wrote about how four independent trends, namely Social Media, Smart Phones/Portable Devices, Cloud Computing/SaaS and Predictive Analytics were converging and brining about a Paradigm Shift in CRM (for more, see my post titled CRM Paradigm Shift). Between then and now, we have seen a lot happen due to this convergence. Customers empowered by Social Media [...]

Why future of Retail is Social (VIDEO)

By Harish Kotadia, Ph.D. | Published: January 12, 2011

How many times have you purchased something or scored a good deal and felt the immediate urge to announce it to all your family members and friends? or how many times have you sought opinion from your friends before buying something? Well, most of us do it all the time, albeit offline. Thanks to Social Networking [...]

Collaborative Consumption: How it will disrupt “traditional” Business Models

By Harish Kotadia, Ph.D. | Published: January 9, 2011

Time Magazine recently rated Collaborative Consumption, which is defined as technology enabled sharing, trading, renting and bartering of goods and services, as one of the top ten green stories of 2010 (for more, see this). In a study titled The New Sharing Economy by Latitude Research and Shareable Magazine, it was found that: 75% of respondents predicted [...]

Wanna see Social CRM ROI? Here it is!

By Harish Kotadia, Ph.D. | Published: January 7, 2011

In one of my previous post titled How to measure Social CRM ROI, I explained that Social CRM ROI depends on how well Social Media tools are used for achieving the goal of building trust or loyalty and why ROI is associated with how well the goal has been achieved and resultant business benefits and [...]

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 [...]

  • 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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