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 [...]

About Dr. Harish Kotadia
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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"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 .