Category Archives: Social Media

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 [...]

Remembering Steve Jobs (1955-2011)

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

Life of Steven Paul Jobs (popularly called Steve Jobs), the co-founder, former Chairman and CEO of Apple Computers, who died recently has been described in glorious terms. In the past few days, much has been written about his life and legacy, and I don’t think I can add anything new to what has already been said. [...]

Social CRM Case Study: Netflix Vs. Blockbuster

By Harish Kotadia, Ph.D. | Published: October 3, 2011

In one of my previous post titled Social Media: The New Front End of CRM System, I highlighted that Social Media has empowered customers like never before as they can discuss about brands/products on Social Media channels and companies have no control over what customers are saying about their brand. Moreover, as this discussion is [...]

Netflix’s self-made CRM crisis and how Social CRM can help

By Harish Kotadia, Ph.D. | Published: September 24, 2011

Netflix, Inc., the provider of online video streaming and DVD by mail service, has fallen from customers’ grace hard and fast. Once a darling of its customers, Netflix management seems to have misjudged the negative impact of price increase and other service changes they announced “unilaterally” this summer and as a result have lost many [...]

Social Media and the Rise of Consumer to Consumer (C2C) Marketing

By Harish Kotadia, Ph.D. | Published: September 11, 2011

I have seen several examples of marketers in both,  Business to Business (B2B) and Business to Consumer (B2C) segments, trying to use the same old B2B or B2C strategies when it comes to Social Media marketing. Marketers are failing to take advantage of unique characteristics of Social Networks by not modifying or re-engineering their business [...]

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, [...]

Wanna Save on Customer Support Costs? Outsource it to Your Customers!

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

In these tough economic times, when companies often cut costs at the expense of product quality or customer service (or both!), what if I told you that there is a way marketers can reduce customer support costs AND improve customer satisfaction and loyalty at the same time. Better still, this can done quickly and in [...]

  • 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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