Tag Archives: CRM

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Why Big Data Analytics is The Next Big Opportunity for Outsourcing Companies

By Harish Kotadia, Ph.D. | Published: January 8, 2012

Big Data Analytics is making big headlines these days. Just check out a few from recent past: Big Data — Big Money Says It Is A Paradigm Buster - Forbes.com For Start-Ups That Aim at Giants, Sorting the Data Cloud Is the Next Big Thing - The New York Times Accel Makes Big Commitment To Big Data [...]

3 New Year’s Resolutions that should be on Every CEOs List for 2012

By Harish Kotadia, Ph.D. | Published: December 30, 2011

“After Outcry, Verizon Abandons $2 Fee” screams a headline from today’s online edition of the New York Times. And the article makes it very clear that Social Media played no small role in telecom giant’s hasty retreat from levying a new $2 fee on bill payments. This story is a harbinger of things to come [...]

2012: Year of Empowered and Assertive Digital Customer

By Harish Kotadia, Ph.D. | Published: December 28, 2011

As 2011 comes to an end and as we look forward to celebrating New Year 2012, one thing that strikes most looking back is the massive increase in ownership and usage of Smartphones and Tablet computers. Just consider following headlines in the last few days: “On Christmas day alone, a total of 6.8 million iOS [...]

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 [...]

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 [...]

Why CRM ain’t CRM if it isn’t Social

By Harish Kotadia, Ph.D. | Published: March 5, 2011

Almost a year back, I wrote about how four independent trends, namely Social Media, Smart Phones/Portable Devices, Cloud Computing/SaaS and Predictive Analytics were converging and brining about a Paradigm Shift in CRM (for more, see my post titled CRM Paradigm Shift). Between then and now, we have seen a lot happen due to this convergence. Customers empowered by Social Media [...]

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 [...]

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 [...]

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