Tablet PCs: The Coming Revolution

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

K-Mart recently announced that it is selling Android powered Tablet computer with 256MB of RAM (same as iPad), 2GB of storage, SD card slot, WiFi 802.11G and Android 2.1 OS with 800×480 display for $149. A host of other Tablet PCs powered by Google’s Android OS are also slated to be released in the near future (for more, see this link). This comes in the wake of runaway success of Apple‘s Tablet computer called iPad. So what does this Tablet Revolution mean to consumers and the tech sector?

Microsoft’s dominance of PC (personal computer) market is under threat as many customers are buying Apple iOS or Android OS powered Tablet computers in lieu of a Windows OS notebooks or desktops that they may have purchased otherwise.

First and foremost, it means Microsoft’s dominance of PC (personal computer) market is under threat as many customers are buying Apple iOS or Android OS powered Tablet computers in lieu of a Windows OS notebooks or desktops that they may have purchased otherwise. Microsoft Chief Executive Officer Steve Ballmer recently said that “Microsoft is urgently working with its partners to unveil a host of tablet computers running Windows 7, to compete with Apple’s fast-selling iPad” (for more, see this link). Competition among Apple, Google and Microsoft for share of Tablet OS market is great news for consumers as this will drive innovation leading to development of better products at a lower price.

Tablet PCs have the potential to bring about a dramatic shift in the way we use traditional media for entertainment and information. Rather than reading newspaper or magazine for information or watching television for entertainment, increasing number of consumers are likely to use Tablet PCs for accessing digital version of their favorite newspapers, magazines and books, and watch movies or television shows on demand from Tablet PCs.

Many popular Tablet PCs are WiFi/3G enabled and are equipped with microphone (and soon, a front facing video camera if not already) making them a great device for connecting with friends and family members over the internet at a fraction of cost of connecting over phone lines.

Tablet PCs, given their large Hi-resolution screen with multi-touch input, Accelerometer sensor for UI and Touch-sensitive controls, have the potential to change the way we use Social Media tools and take Social Networking to a whole new level.

Tablet PCs, given their large Hi-resolution screen with multi-touch input, Accelerometer sensor for UI and Touch-sensitive controls, have the potential to change the way we use Social Media tools and take Social Networking to a whole new level. Current Social Media tools such as Twitter or Facebook are “text” or “web-page” UI based. NextGen Social Media tools will leverage full range of functionality available in Tablet PCs and make media consumption for information & entertainment or playing online games a truly Social experience.

Most importantly, a fully functional Tablet PC costs just a few hundred dollars, a little more if it is a premium brand like Apple (note the price tag on Android powered Tablet PC I mentioned earlier in this post). And by all accounts, prices are likely to drop further as sales volume increase.

One may argue that a Tablet PC costing few hundred dollars is quite expensive in developing countries where consumers’ purchasing power is a fraction of what it is in developed world. Well, watch the following video to know more about a fully functional Tablet PC developed by Government of India costing mere $35 and they hope to bring it down to $10 (you read it right, $10). Just imagine what a Tablet PC costing mere $35 (or even lower) can do to bridging of the Digital Divide. A Tablet PC revolution indeed!

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 corporations with big marketing budgets for advertising and brand promotion. Case in point is the recent YouTube campaign by P&G for one of its brand, Old Spice (for more on it, see my post titled Old Spice: The best Social CRM campaign till date).

Social Media channels such as YouTube, Facebook and Twitter provide great platform for engaging customers, fans or patrons for not only big business, but  artists, non-profit and small business organizations too by leveling the playing field. All that matters on Social media channel is the power of idea. 

It is important to note that Social Media channels such as YouTube, Facebook and Twitter provide great platform for engaging customers, fans or patrons for not only big business, but  artists, non-profit and small business organizations too by leveling the playing field. All that matters on Social media channel is the power of idea. If the idea is good, it can quickly go viral and provide publicity worth millions of dollar almost instantly. And best part is Social Media channels are free to use and Social Media content or campaign can be created cost-effectively to fit budget of any size.

Here’s an example of Social Media engagement of fans by famous Colombian singer, songwriter and musician, Shakira. Please note that this interview with Shakira was “completely powered by YouTube users” as questions were submitted by YouTube users from around the world and were selected based on number of votes each question received.

And best part is Social Media channels are free to use and Social Media content or campaign can be created cost-effectively to fit budget of any size. 
 Isn’t that a great way to engage fans on Social Media? Best part is this can be done cost effectively for any small business, artist or non-profit organization from any where in the world, something we couldn’t have imagined even a few years back.

Watch this excellent YouTube interview with Shakira and do share your thoughts and comments on how Social Media can effectively be used by artists, non-profit and small business organizations:

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 a horse-drawn carriage fitted with an engine (for more on history of the automobile, see this link).

Instead of modifying and re-engineering their CRM business processes to take advantage of unique characteristics of Social Networks, companies are fitting “Social” engine to their existing CRM carriage and are expecting great results from it. 

Something similar is happening with respect to Social Networking technology today when it comes to Customer Relationship Management (CRM). Instead of modifying and re-engineering their CRM business processes to take advantage of unique characteristics of Social Networks, companies are fitting “Social” engine to their existing CRM carriage and are expecting great results from it.

Just ask any executive or consultant who is involved in implementing a Social Media marketing or Social CRM solution about how to engage thousands of customers (Scale) on Social Media channels and their Call Center “in the box” thinking becomes evident, what I call fitting “Social” engine to their existing CRM processes (Carriage).

Instead, we need fresh outside the box thinking to take advantage of unique characteristics of Social Media and Social Networks. For example, instead of trying to respond to each and every tweet or Facebook posting by customers, something not practical for a medium or large business, the emphasis should be on creating advocacy and building trust among customers, keeping in mind the “Social Context” of the medium. No where this is more evident than in support communities, where brand advocates/loyal customers help other customers out by answering their questions or suggesting solution, rather than company Reps trying to answer all the question.

Companies must leverage unique characteristics of Social Networks and re-engineer their CRM business processes to derive full benefits from it, rather than trying to fit “Social” engine to their existing CRM carriage. 

Similarly, companies must leverage unique characteristics of Social Networks and re-engineer their CRM business processes to derive full benefits from it, rather than trying to fit “Social” engine to their existing CRM carriage, calling it “Social CRM” and  expecting great results from it.

What do you think? Look forward to your comments:

SAP’s Growth Strategy: Mobile, On-Demand and Analytics

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

Watch SAP Co-CEO Bill McDermott detail his company’s organic growth strategy that includes focus on:

  • Business Applications that drive industry
  • On-Demand/Cloud computing
  • In-memory technology
  • Analytics, and
  • Mobile

This is a great growth strategy, but it is equally important for large Enterprise Applications firms such as SAP and Oracle to incorporate in their offering technological tools that foster collaboration, not only within the enterprise (among employees), but outside the enterprise too (between employees and customers/suppliers).

In current economic climate where sales growth is hard to come by, higher productivity is the magic mantra. Collaboration among employees, customers and suppliers is the key that can deliver higher productivity organizations have been aiming for.  

Benefits of effective collaboration in driving down costs, improving productivity and employee engagement/morale cannot be emphasized enough. And in current economic climate where sales growth is hard to come by, higher productivity is the magic mantra. Collaboration among employees, customers and suppliers is the key that can deliver higher productivity organizations have been aiming for.

What do you think about SAP’s Growth Strategy? Shouldn’t Enterprise Applications firms such as SAPand Oracle incorporate in their offering technological tools that foster collaboration? Please do share your thoughts:

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 backgrounds & geographies collaborate on a project and share their expertise, thanks to Social Networks.

This presents an excellent opportunity for business to tap into Cognitive Surplus, world’s spare brain power so to speak, and leverage it in a way that it is beneficial to all concerned. 

This presents an excellent opportunity for business to tap into Cognitive Surplus, world’s spare brain power so to speak, and leverage it in a way that it is beneficial to all concerned (see this link for an excellent visualization of the size of Cognitive Surplus and refer to my earlier post titled Cognitive Surplus: Implications for Social CRM for more on the subject).

Quirky, a Social product development company is a very good example of not only collaborative work, but also of how influencers can be rewarded for their contribution (see the last column of any product’s page on Quirky’s online store for share of each influencer in total price of the product).

Watch the following videos to learn more about how Quirky taps into Cognitive Surplus of Influencers and rewards them for their contribution, a win-win strategy indeed.

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!

“Nature of commercial message is not going to look like a display ad, it’s going to provide functionality and a different kind of interface for the user to act on something. People in Social context don’t want to be interrupted, instead want continue to be engaged and want  functionality that eases a task they are about to engage in”. 

Watch this excellent panel discussion and listen to what four real experts have to say on this subject. The experts are:

I like what Irwin Gotlieb says: “Nature of commercial message is not going to look like a display ad, it’s going to provide functionality and a different kind of interface for the user to act on something. People in Social context don’t want to be interrupted, instead want continue to be engaged and want  functionality that eases a task they are about to engage in.”

Enjoy the video and do share your thoughts on what advertising will look like in Social Age.

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 about building trust and managing loyalty with customers than about managing relationships or transactions, which are focus areas of “traditional” CRM (for more, see this and this).

Social CRM is the business strategy of engaging customers through Social Media with goal of building trust and brand loyalty  

Old Spice Social Media campaign that has generated tremendous buzz, not only in Social Media but in traditional media channels as well, is a great example of Social CRM campaign where Procter & Gamble, the company that owns the brand, has very effectively engaged customers (and prospects) through Social Media with goal of building trust and brand loyalty. Watch this excellent CNN video on the subject:

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 Spending Is Back. And It May Even Last.)

IT is undergoing its biggest changes since the advent of client/server computing in the 1980s.  These changes are being driven by many factors, chief amongst them the emergence of a different model of computing – cloud computing.  We are entering the Age of the Cloud. 

But before settling down to Business As Usual model of pre-recession days, IT services companies should look at changing tech landscape and “Clouds” on tech horizon – Cloud Computing that is! In the words of Irving Wladawsky-Berger, “IT is undergoing its biggest changes since the advent of client/server computing in the 1980s.  These changes are being driven by many factors, chief amongst them the emergence of a different model of computing – cloud computing.  We are entering the Age of the Cloud.” (for more, read his excellent blog post titled IT in the Age of the Cloud)

In his post, Irving Wladawsky-Berger has quoted findings of study on The Future of Corporate IT by The Corporate Executive Board. After interviewing and surveying hundreds of IT and business leaders, this study concluded that “The IT function of 2015 will bear little resemblance to its current state. Many activities will devolve to business units, be consolidated with other central functions such as HR and Finance, or be externally sourced. Fewer than 25% of employees currently within IT will remain, while CIOs face the choice of expanding to lead a business shared service group, or seeing their position shrink to managing technology delivery.”

The Corporate Executive Board study has further identified five emerging shifts in IT value and role. These are:

  • Shift 1: Information Over Process
  • Shift 2: IT Embedded in Business Services
  • Shift 3: Externalized Service Delivery
  • Shift 4: Greater Business Partner Responsibility
  • Shift 5: Diminished Standalone IT Role

IT Services companies need to prepare for these emerging shifts and incredible opportunity they present by expanding their “Cloud” service offerings.

The IT function of 2015 will bear little resemblance to its current state. Many activities will devolve to business units, be consolidated with other central functions such as HR and Finance, or be externally sourced. Fewer than 25% of employees currently within IT will remain 

Unlike product companies, one of the issues many IT service providers (and especially those that operate in the lower end of price spectrum) face is that their revenue is directly linked to “billable” headcount. And to grow their revenue beyond certain point, these companies need to have a “product” or “license” based revenue model rather than “headcount” based model. Cloud computing offers an excellent opportunity for IT services companies to develop service offerings that can be offered to client under Software as a Service (SaaS) model.

Talking specifically about CRM and Social CRM, IT Services companies should extend their CRM and BPO service offering to cloud based services in following areas:

  • Development of Engagement Platforms and Communities
  • Integration of “On-premise” CRM apps with “Cloud based” Social CRM apps for 360 degree “view of customer”
  • Cloud based Social Media Monitoring, Reporting and Analytics
  • Cloud based Social Media and Network Analytics solution

Affiliated Computer Services, a leading service provider recently launched “Community as a Strategy” – a suite of social CRM services that captures customer insights from social media sites to improve service and responsiveness of organizations. Other IT and BPO Service Providers should take notice of this development and follow ACS’ lead in this direction.

What do you think? How IT and BPO Service Providers can can Thrive in the Age of Cloud? Please do share your thoughts and opinion:

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.

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 his inspiring TED@State talk about how cellphones, Twitter and Facebook can make history and his talk at TED@Cannes on how cognitive surplus will change the world. Thinkers and practitioner of Social CRM can learn many valuable lessons from these two TED Talks.

Enjoy the videos and share your thoughts and comments on how we can leverage Cognitive Surplus in business, especially marketing.

From Search to Share: How Google can win in Social Age

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

Google is one of the great success stories of internet age. Given its mission to organize the world’s information and make it universally accessible and useful, it has achieved remarkable success by focusing on search results and monetizing clicks. But Google’s revenue model is under threat in the age of Social Media. Facebook recently surpassed Google in the US to become the most visited website (for more, see this and this).

Google should shift its strategy from Search to Share, to continue its dominance in the Social Age as people are more likely to pay attention to content from those they trust rather than ones suggested by search engines.

What should Google do to continue its dominance in the Social Age? Think outside the box, “Search” box that is! Google has done a great job focusing on its core competency of indexing content on the web and displaying most relevant search results without any “noise” or “clutter” on the screen. And this is what made Google so popular in the first place.

But this strategy of indexing web content and displaying most relevant search results will no longer work in Social Age as users rely more on Social Media channels and less on search engines to get relevant information. Google should shift its strategy from Search to Share, to continue its dominance in the Social Age as people are more likely to pay attention to content from those they trust rather than ones suggested by search engines. 

Google should up the ante on Facebook by introducing “Social Plugins” that will help collect, index and display content based on Social links. And this transformation from Search to Share involves thinking outside the Search box.

Facebook recently introduced some great changes to its service in order to leverage the power of Open Graph and “create a smarter, personalized web that gets better with every action taken” (for more, see Mark Zuckerberg‘s blog post here). Google should up the ante on Facebook by introducing “Social Plugins” that will help collect, index and display content based on Social links. And this transformation from Search to Share involves thinking outside the Search box.

I want to end this post by sharing with you this great CNBC Video titled Inside the Mind of Google that explains very well Google’s success story. Enjoy the video!

  • About Dr. Harish Kotadia


  • Harish Kotadia, Ph.D.

  • Dr. Harish Kotadia has more than twelve years’ work experience as a hands-on CRM Program and Project Manager implementing CRM and Analytics solutions for Fortune 500 clients in the US.

    He also has about five years’ work experience as a Research Executive in Marketing Research and Consulting industry working for leading MR organizations.

    Dr. Harish currently lives in Dallas, Texas, USA and works as Social CRM/CRM and Analytics Consulting Lead for Infosys Technologies. Views and opinion expressed in this blog are his own.




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