Tag Archives: Social CRM

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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 [...]