Tag Archives: sCRM

5 Key Tech Trends driving Social CRM

By Harish Kotadia, Ph.D. | Published: June 18, 2011

One year ago (June 15th, 2010 to be precise), I wrote a post titled Social Media: The New Front End of CRM System in which I highlighted that in spite of undergoing a fascinating technological transformation over the last decade, Customer Relationship Management (CRM) systems essentially record transactional information using pre-determined fields on the screen (front-end) [...]

Wanna see Social CRM ROI? Here it is!

By Harish Kotadia, Ph.D. | Published: January 7, 2011

In one of my previous post titled How to measure Social CRM ROI, I explained that Social CRM ROI depends on how well Social Media tools are used for achieving the goal of building trust or loyalty and why ROI is associated with how well the goal has been achieved and resultant business benefits and [...]

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 [...]

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.   [...]

Loyalty Programs are Passé, how about Customer Advocacy Program?

By Harish Kotadia, Ph.D. | Published: November 21, 2010

Customer Loyalty programs have been around for more than a century and marketing managers have used them very effectively for rewarding loyal customer behavior, especially repeat purchase. According to Gartner, U.S. companies spend more than $1.2 billion per year on customer loyalty programs. It is also estimated that more than 75% of consumers today have at [...]

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  • 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.






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