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 [...]

Recipe for a “Social” Burger

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

4Food, New York’s “First Donut-Hole Burger Shop” has cooked up a perfect recipe for a “Social” Burger (for more, watch following video and see this). Why can’t more businesses, especially small and medium ones, think outside the box and start leveraging the reach and effectiveness of Social Media channels for engaging customers and prospects the [...]

Social Media: For Artists, Small Biz and Non-profit Organizations

By Harish Kotadia, Ph.D. | Published: August 1, 2010

I am writing this post on a hot Sunday afternoon in Dallas, Texas, where the temperature outside is 104 F/40 C. So as an antidote, let me write a post that is cool and fun to read (and watch). When we talk about Social Media Marketing and Social CRM, we are often referring to large [...]

Social CRM: Thinking Outside the “Call Center” Box

By Harish Kotadia, Ph.D. | Published: July 31, 2010

If one studies history of automobiles, the first cars powered by internal combustion engines running on fuel gas appeared as early as 1806. But early autos were little more than horse drawn carraige fitted with an engine. It was not until 1889 that Gottlieb Daimler and Wilhelm Maybach designed a vehicle from scratch to be an automobile, rather than [...]

Social Media and future of Advertising

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

What is the future of advertising in Social Age? Well, we may get as many different answers as the number of Social Media gurus and Advertising pundits out there, which by the way is not a small number! Watch this excellent panel discussion and listen to what four real experts have to say on this [...]

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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