Category Archives: Social Media

Should CEOs Tweet? Best Buy CEO @BBYCEO shows the way

By Harish Kotadia, Ph.D. | Published: December 19, 2010

During an early morning flight last Monday, I was thumbing through some newspapers and magazines when an article on the last page of Businessweek (Dec. 6-12, 2010 issue) caught my attention. The article was by Best Buy CEO Brian Dunn on “getting into social media to learn about customers and employees”. In this article, Brian makes few excellent points [...]

KLM Surprise: Is it Social CRM?

By Harish Kotadia, Ph.D. | Published: November 27, 2010

Here’s a great Social Media Customer Engagement Case Study – Royal Dutch Airlines KLM. KLM has launched a pilot program called KLM Surprise to surprise their customers who check in on Foursquare at one of KLM’s venues at Amsterdam Schipol Airport with a customized gift based on information customers have shared previously on Social Networking sites.   [...]

Social CRM and Customer Advocacy Programs: Case Study

By Harish Kotadia, Ph.D. | Published: November 25, 2010

In my previous post titled Loyalty Programs are Passé, how about Customer Advocacy Program?, I highlighted the importance of tracking outbound Word Of Mouth (WOM) on Social Networking sites and designing programs for rewarding Customer Advocacy behaviors like WOM. In this post, I want to elaborate more on the topic and explain how Customer Advocacy Program [...]

Loyalty Programs are Passé, how about Customer Advocacy Program?

By Harish Kotadia, Ph.D. | Published: November 21, 2010

Customer Loyalty programs have been around for more than a century and marketing managers have used them very effectively for rewarding loyal customer behavior, especially repeat purchase. According to Gartner, U.S. companies spend more than $1.2 billion per year on customer loyalty programs. It is also estimated that more than 75% of consumers today have at [...]

3 Reasons why you should provide Customer Support on Social Media

By Harish Kotadia, Ph.D. | Published: November 13, 2010

Talk to any executive of a large or medium sized company contemplating having customer support on Social Media channels and one of the first question you are likely to hear is But how can we afford it? Well, the right question is Can you afford not having Customer Support on Social Media? Here’s why: Reason [...]

A Quick Primer on Social CRM #sCRM

By Harish Kotadia, Ph.D. | Published: November 7, 2010

Over the past few weeks, I have received several requests via Twitter, LinkedIn and eMail requesting for information on what is Social CRM and how is it likely to shape CRM and Marketing in months and years ahead. To answer some of these questions, here’s a short list of my blog posts on the subject [...]

How Social Media will disrupt the traditional “Retailing” Model

By Harish Kotadia, Ph.D. | Published: October 30, 2010

Groupon, the “localized” deal of the day website has witnessed phenomenal growth in the last one year. Groupon’s success underlines the power of Social Media which makes it so easy to connect with other like minded people over the internet. (for more on Groupon’s success, watch this excellent CNNMoney Video) Even retailing giant Walmart seems to [...]

Recipe for a “Social” Burger

By Harish Kotadia, Ph.D. | Published: October 16, 2010

4Food, New York’s “First Donut-Hole Burger Shop” has cooked up a perfect recipe for a “Social” Burger (for more, watch following video and see this). Why can’t more businesses, especially small and medium ones, think outside the box and start leveraging the reach and effectiveness of Social Media channels for engaging customers and prospects the [...]

Enable, Empower, Engage: Key to Social CRM Success

By Harish Kotadia, Ph.D. | Published: October 12, 2010

In my first post of the year published on January 2nd, 2010 titled 2010: Year of Social CRM, I highlighted What is Social CRM, Why it is important and Why NOW is the time to invest in Social CRM. A lot has happened since then. Industry buzz around Social CRM has picked up considerably and [...]

Tablet PCs: The Coming Revolution

By Harish Kotadia, Ph.D. | Published: August 7, 2010

K-Mart recently announced that it is selling Android powered Tablet computer with 256MB of RAM (same as iPad), 2GB of storage, SD card slot, WiFi 802.11G and Android 2.1 OS with 800×480 display for $149. A host of other Tablet PCs powered by Google’s Android OS are also slated to be released in the near future (for [...]

  • 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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