Tag Archives: Social CRM

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Forget Black Friday, how about “Social Media Saturday”?

By Harish Kotadia, Ph.D. | Published: October 19, 2011

Halloween is just a few days away and before we know, it will be Thanksgiving and more importantly for business, Black Friday and Cyber Monday (for those not familiar with the term Black Friday, see this). But on the economic front, all seems to be ‘gloom and doom’ and ‘economic’ forecast for this holiday season [...]

Why Industrial Era Marketing Won’t Work in the Age of Social Media

By Harish Kotadia, Ph.D. | Published: October 16, 2011

In the industrial age, companies mass produced goods and promoted their products and services through mass media in order to sell them. Customers had little involvement in product creation (other than occasional feedback they provided through marketing research). And if customers had any problem, they contacted a support agent via mail or telephone. Social media [...]

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 [...]

Social CRM Case Study: Netflix Vs. Blockbuster

By Harish Kotadia, Ph.D. | Published: October 3, 2011

In one of my previous post titled Social Media: The New Front End of CRM System, I highlighted that Social Media has empowered customers like never before as they can discuss about brands/products on Social Media channels and companies have no control over what customers are saying about their brand. Moreover, as this discussion is [...]

Social Media and the Rise of Consumer to Consumer (C2C) Marketing

By Harish Kotadia, Ph.D. | Published: September 11, 2011

I have seen several examples of marketers in both, Business to Business (B2B) and Business to Consumer (B2C) segments, trying to use the same old B2B or B2C strategies when it comes to Social Media marketing. Marketers are failing to take advantage of unique characteristics of Social Networks by not modifying or re-engineering their business [...]

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