Category Archives: Social Media

Social Intranet – Unleash the power of Enterprise

By Harish Kotadia, Ph.D. | Published: December 28, 2010

Imagine a large enterprise with tens of thousands of employees across several time zones on multiple continents, all collaborating with each other, aware of others’ expertise and interests, working seamlessly as if all of them were in the same room. You may say that this is a pipe dream and cannot be reality any time [...]

How to measure Social CRM ROI

By Harish Kotadia, Ph.D. | Published: December 24, 2010

One of the question frequently asked about Social CRM or Social Media is What is the ROI? This is a great question to ask given the need to justify any major investment, especially after the great recession. Unfortunately, many people (and this includes so called “experts” or “thought leaders”) are missing woods for the trees while [...]

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 [...]

  • Featured in Alltop

  • Subscribe to this blog via RSS or Email


     Subscribe in a reader

    Enter your email address:

    Delivered by FeedBurner

  • 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.






  • Search this blog:




  • Calendar of Blog Posts:

  • February 2012
    S M T W T F S
    « Jan    
     1234
    567891011
    12131415161718
    19202122232425
    26272829  

  • Tag Cloud

  • Powered by Postrank

  • Recent Comments

    Powered by Disqus


  • Harish Kotadia’s Slideshare





  • You might be interested in:





  • Harish Kotadia's Flickr Photos


    By Erik Rasmussen

  • Creative Commons License

    "Thoughts on Social CRM and Analytics"     by Dr. Harish Kotadia is licensed under a Creative Commons Attribution-Noncommercial-Share Alike 3.0 United States License. Permissions beyond the scope of this license may be available by contacting the author .

  • View My Profile on Focus