Category Archives: Social CRM

How IT Services Companies can prepare for Social CRM opportunity

By Harish Kotadia, Ph.D. | Published: May 11, 2010

In one of my earlier post, I highlighted the Social CRM opportunity for IT Services Companies. In this post, I want to elaborate further on it by explaining HOW they can leverage this opportunity. First step is to understand how customers of clients are using various Social Media channels (like Facebook or Twitter). And since [...]

Social CRM: M&A deals indicate market consolidation. Who’s Next?

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

In the past few days, we have seen two major acquisitions in the Social CRM space. First, Attensity Group acquired Social Media Monitoring Leader Biz360 followed by acquisition of social monitoring startup Scout Labs by Lithium Technologies. This signals maturing of Social CRM market as marketers start spending IT and marketing budgets on tools and technology to [...]

Social CRM: Don’t wait for Social Media “Oil Slick”

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

We all know about the catastrophic “Oil Spill” in the Gulf of Mexico, off Louisiana coast. Looking at the damage to environment and business in the area, one wonders if only we could have prevented it or contained it as soon as oil began leaking. Unfortunately, that is wishful thinking looking at the situation now. Hope [...]

Social CRM: Huge opportunity for IT, BPO Companies

By Harish Kotadia, Ph.D. | Published: May 2, 2010

In my previous post titled Rise of Social CRM and how IT & BPO Companies can Profit from it, I have emphasized the importance of Social CRM and how IT and BPO Service Providers can leverage this opportunity. In this post, I want to share statistics that highlight the sheer size of this opportunity. According [...]

Rise of Social CRM and how IT & BPO Companies can Profit from it

By Harish Kotadia, Ph.D. | Published: April 18, 2010

In my first post of this year published on January 2nd, titled 2010: Year of Social CRM, I highlighted why Social CRM is important and why NOW is the time to invest in it. In little more than three months since then, many CMOs and brand managers have realized the need for engaging Customers through [...]

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 [...]

  • 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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