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 a Practice Leader, Data Analytics and Big Data at a US based Global Consulting Company. Views and opinion expressed in this blog are his own.
Wanna Save on Customer Support Costs? Outsource it to Your Customers!
In these tough economic times, when companies often cut costs at the expense of product quality or customer service (or both!), what if I...
Move over Customer Support, it’s time for Customer Engagement
Very few times in human history have we witnessed an inflection point in technology that fundamentally changes the way we live and work. Invention...
Case Study: How Smart Phone technology is changing “Retailing”
Here's an excellent case study of how Smart Phones are changing the way we shop. TESCO Home plus is a South Korean retail chain...
5 Key Tech Trends driving Social CRM
One year ago (June 15th, 2010 to be precise), I wrote a post titled Social Media: The New Front End of CRM System in...
Looming Talent Crunch in Social CRM
Talk to senior or middle level executives in Marketing or IT about Social Media or Enterprise 2.0 and you will see their face light...
Why CRM ain’t CRM if it isn’t Social
Almost a year back, I wrote about how four independent trends, namely Social Media, Smart Phones/Portable Devices, Cloud Computing/SaaS and Predictive Analytics were converging...
Why future of Retailing is Social
How many times have you purchased something or scored a good deal and felt the immediate urge to announce it to all your family...
Collaborative Consumption: How it will disrupt “traditional” Business Models
Time Magazine recently rated Collaborative Consumption, which is defined as technology enabled sharing, trading, renting and bartering of goods and services, as one of...
Wanna see Social CRM ROI? Here it is!
In one of my previous post titled How to measure Social CRM ROI, I explained that Social CRM ROI depends on how well Social...
10 great Enterprise 2.0 presentations to ring out 2010
This is my last post of the year 2010. Looking back, what a year it was. I started the year with a post titled 2010:...
Social Intranet – Unleash the power of Enterprise
Imagine a large enterprise with tens of thousands of employees across several time zones on multiple continents, all collaborating with each other, aware of...
How to measure Social CRM ROI
One of the question frequently asked about Social CRM or Social Media is What is the ROI? This is a great question to ask...
Should CEOs Tweet? Best Buy CEO BBYCEO shows the way
During an early morning flight last Monday, I was thumbing through some newspapers and magazines when an article on the last page of Businessweek...
KLM Surprise: Is it Social CRM?
Here's a great Social Media Customer Engagement Case Study – Royal Dutch Airlines KLM. KLM has launched a pilot program called KLM Surprise to...
Social CRM and Customer Advocacy Programs: Case Study
In my previous post titled Loyalty Programs are Passé, how about Customer Advocacy Program?, I highlighted the importance of tracking outbound Word Of Mouth...
Loyalty Programs are Pass
Customer Loyalty programs have been around for more than a century and marketing managers have used them very effectively for rewarding loyal customer behavior,...
3 Reasons why you should provide Customer Support on Social Media
Talk to any executive of a large or medium sized company contemplating having customer support on Social Media channels and one of the first...
How Social Media will disrupt the traditional “Retailing” Model
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...
Recipe for a “Social” Burger
4Food, New York’s “First Donut-Hole Burger Shop” has cooked up a perfect recipe for a “Social” Burger (for more, watch following video and see...
Enable, Empower, Engage: Key to Social CRM Success
In my first post of the year published on January 2nd, 2010 titled 2010: Year of Social CRM, I highlighted What is Social CRM,...