Category Archives: Social Media

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 [...]

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 [...]

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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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