Tag Archives: Social CRM

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3 Reasons why you should provide Customer Support on Social Media

By Harish Kotadia, Ph.D. | Published: November 13, 2010

Talk to any executive of a large or medium sized company contemplating having customer support on Social Media channels and one of the first question you are likely to hear is But how can we afford it? Well, the right question is Can you afford not having Customer Support on Social Media? Here’s why: Reason [...]

A Quick Primer on Social CRM #sCRM

By Harish Kotadia, Ph.D. | Published: November 7, 2010

Over the past few weeks, I have received several requests via Twitter, LinkedIn and eMail requesting for information on what is Social CRM and how is it likely to shape CRM and Marketing in months and years ahead. To answer some of these questions, here’s a short list of my blog posts on the subject [...]

How Social Media will disrupt the traditional “Retailing” Model

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

Groupon, the “localized” deal of the day website has witnessed phenomenal growth in the last one year. Groupon’s success underlines the power of Social Media which makes it so easy to connect with other like minded people over the internet. (for more on Groupon’s success, watch this excellent CNNMoney Video) Even retailing giant Walmart seems to [...]

Enable, Empower, Engage: Key to Social CRM Success

By Harish Kotadia, Ph.D. | Published: October 12, 2010

In my first post of the year published on January 2nd, 2010 titled 2010: Year of Social CRM, I highlighted What is Social CRM, Why it is important and Why NOW is the time to invest in Social CRM. A lot has happened since then. Industry buzz around Social CRM has picked up considerably and [...]

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 [...]