Tag Archives: CRM

Why Social Media will drive adoption of SaaS CRM

By Harish Kotadia, Ph.D. | Published: June 6, 2010

SaaS CRM (Software as a Service) has been around for a while. Salesforce.com, one of the largest service providers in SaaS CRM space has been around for more than ten years and has been listed on NYSE for almost six years now. I can still recall the day Salesforce.com was listed on NYSE, having seen a [...]

CRM Paradigm Shift

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

Having watched the CRM (R)evolution for over a decade, I am very excited about the developments that have taken place over the last few years. Four important technological trends have the potential to fundamentally change the way organizations “manage” relationship with their customers and revolutionize CRM. These tech trends are: Social Media Smart Phones/Portable Devices Cloud Computing/SaaS Predictive Analytics All [...]

8 Must Read Blog Posts on Social CRM

By Harish Kotadia, Ph.D. | Published: May 23, 2010

Social CRM is a very popular term these days on Social Networking sites like Twitter and Facebook. But in spite of all the buzz surrounding the term, there’s lot of confusion as to what it means and how it can help business. To answer some of the questions, here is a list of eight must read blog [...]

5 Lessons Social CRM can Learn from CRM

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

I have been implementing CRM Solutions for a decade, having successfully managed many large CRM projects for Fortune 500 companies in the US with high level of client satisfaction. Yes, you read that right – CRM project client satisfaction is not an oxymoron (it can be done and we even won “Best Project” award to prove it, [...]

Social Media Engagement and ROI

By Harish Kotadia, Ph.D. | Published: November 4, 2009

Social Media ROI is a hot topic of discussion in well, Social Media. SM “gurus” have suggested many ways of defining and measuring Return on Social Media Investment (ROI). Maddie Grand has compiled a list of six must read posts on the subject (http://www.socialmediatoday.com/SMC/137495) Engagementdb has published a study that shows strong evidence that Social Media [...]