Category Archives: Social Media

FedEx learns Social CRM lesson, the hard way!

By Harish Kotadia, Ph.D. | Published: December 22, 2011

Here’s an excellent example of the importance of responding to a Social Media crisis before it is too late. On December 19th, 2011, a YouTube user (username “goobie55″) uploaded video of a FedEx delivery person throwing a video monitor into his/her yard. This YouTube video has created a Social Media storm of sorts and as [...]

Why ‘Social’ will drive growth in 2012

By Harish Kotadia, Ph.D. | Published: December 21, 2011
Holiday Season

Time flies! Here we are just a few days before Christmas and looking back at 2011, I cannot help but wonder at the amazing speed with which the year flew by! 2011 will be remembered for the effective role Social Media played in activist movements across the globe. Looking at the future, one can see [...]

Forget Black Friday, how about “Social Media Saturday”?

By Harish Kotadia, Ph.D. | Published: October 19, 2011

Halloween is just a few days away and before we know, it will be Thanksgiving and more importantly for business, Black Friday and Cyber Monday (for those not familiar with the term Black Friday, see this). But on the economic front, all seems to be ‘gloom and doom’ and ‘economic’ forecast for this holiday season [...]

Why Industrial Era Marketing Won’t Work in the Age of Social Media

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

In the industrial age, companies mass produced goods and promoted their products and services through mass media in order to sell them. Customers had little involvement in product creation (other than occasional feedback they provided through marketing research). And if customers had any problem, they contacted a support agent via mail or telephone. Social media [...]

Key to Social CRM success: Go Local!

By Harish Kotadia, Ph.D. | Published: October 13, 2011

Marketing is never a zero sum game. Companies don’t have to lose for customers to win and customers don’t have to lose for companies to win. In fact, marketing is the art and science of finding a win-win approach to business transactions in which both the company and customers win. Social Media can play a [...]

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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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