Tag Archives: Loyalty

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 [...]

Social CRM and Brand Loyalty

By Harish Kotadia, Ph.D. | Published: November 9, 2009

Social CRM is defined as the business strategy of engaging customers through Social Media with goal of building trust and brand loyalty. Loyalty being attitude towards a brand that inclines a customer to repurchase it or recommend it to others (see my earlier post on Social CRM) Social CRM and Social Media are more about [...]

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About Dr. Harish Kotadia
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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"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 .