Tag Archives: Social CRM

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 [...]

Cognitive Surplus and Social Business: Win-Win Strategy

By Harish Kotadia, Ph.D. | Published: July 25, 2010

Social Networking technology has made it incredibly easy and inexpensive for people to collaborate and work together irrespective of their physical location. Given the proliferation of high speed internet access from home and mobile devices, something unthinkable even a few years ago (remember those dial-up modems), we are increasingly going to see people from diverse [...]

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 [...]

Old Spice: The best Social CRM campaign till date

By Harish Kotadia, Ph.D. | Published: July 19, 2010

In one of my earlier posts, I defined and explained Social CRM 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 and/or recommend it to others. Social CRM and Social Media are more [...]

How IT Services Companies can Thrive in the Age of Cloud

By Harish Kotadia, Ph.D. | Published: July 11, 2010

After a disappointing 2009, a year in which global tech spending fell by 4.2 percent, IT Services companies are experiencing renewed demand for their services as global tech spending rebounds this year and is set to rise by 3.8 percent, and touch $1.5 trillion according to market researcher IDC (for more, read this Businessweek article Tech [...]

Cognitive Surplus: Implications for Social CRM

By Harish Kotadia, Ph.D. | Published: July 4, 2010

Clay Shirky is one of the leading thinkers on the social and economic effects of Internet technologies and is well known for his talks on Cognitive Surplus. He believes that loose collaboration enabled by new technologies (such as Social Media) can change the way society works with the aid of “spare” brainpower. Listen to to [...]

Knowledge Management critical in Social CRM

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

In my previous post titled Social Media: The New Front End of CRM System, I highlighted how Social Media has empowered customers like never before as they discuss about brands/products and their likes/dislikes on Social Media channels. This presents an invaluable and “never before” opportunity to learn from customers in real-time. For this, companies need [...]

Social Media: The New Front End of CRM System

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

Customer Relationship Management (CRM) systems have undergone a fascinating technological transformation over the last decade, starting as client-server apps, followed by web-enabled CRM apps (where users can access CRM application over internet using their web browsers). But in spite of this technological transformation and progress in system architecture, all CRM systems essentially record transactional information [...]

CRM Paradigm Shift

By Harish Kotadia, Ph.D. | Published: May 30, 2010

Having watched the CRM (R)evolution for over a decade, I am very excited about the developments that have taken place over the last few years. Four important technological trends have the potential to fundamentally change the way organizations “manage” relationship with their customers and revolutionize CRM. These tech trends are: Social Media Smart Phones/Portable Devices [...]

8 Must Read Blog Posts on Social CRM

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

Social CRM is a very popular term these days on Social Networking sites like Twitter and Facebook. But in spite of all the buzz surrounding the term, there’s lot of confusion as to what it means and how it can help business. To answer some of the questions, here is a list of eight must read [...]

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