THE SOCIAL CMO Blog

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Entries Tagged as 'Dr.HarishKotadia'

Looming Talent Crunch in Social CRM

June 18th, 2011 · Comments Off · All Posts, Dr.HarishKotadia

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 up immediately with excitement from perceived opportunity and with fear from perceived threat – all at once. Most executives will tell you that they want to leverage Social Media and Enterprise […]

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Loyalty Programs are Passé, what about Customer Advocacy Programs?

November 28th, 2010 · 3 Comments · All Posts, Dr.HarishKotadia

Customer Loyalty programs have been around for more than a century and marketing managers have used them very effectively for rewarding loyal customer behavior, especially repeat purchase. According to Gartner, U.S. companies spend more than $1.2 billion per year on customer loyalty programs. It is also estimated that more than 75% of consumers today have […]

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Social CRM: Thinking Outside the “Call Center” Box

September 20th, 2010 · 1 Comment · All Posts, Dr.HarishKotadia

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 carriage fitted with an engine. It was not until 1889 that Gottlieb Daimler and Wilhelm Maybach designed a vehicle from scratch to be […]

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Social Media and Future of Advertising

July 25th, 2010 · Comments Off · All Posts, Dr.HarishKotadia

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 […]

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Why Social Media will drive adoption of SaaS CRM

June 6th, 2010 · 1 Comment · All Posts, Dr.HarishKotadia

SaaS CRM ( Software as a Service) has been around for a while. Salesforce.com, one of the largest service providers in SaaS CRM space has been around for more than ten years and has been listed on NYSE for almost six years now. I can still recall the day Salesforce.com was listed on NYSE, having […]

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How IT Services Companies can prepare for Social CRM opportunity

May 21st, 2010 · Comments Off · All Posts, Dr.HarishKotadia

In one of my earlier post, I highlighted the Social CRM opportunity for IT Services Companies. In this post, I want to elaborate further on it by explaining HOW they can leverage this opportunity. First step is to understand how customers of clients are using various Social Media channels (like Facebook or Twitter). And since […]

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Dear CMOs, Wake up to Social Media challenge

April 28th, 2010 · 4 Comments · All Posts, Dr.HarishKotadia

In my previous post titled What is Social CRM and why it is important, I have highlighted the phenomenal growth in number of Social Media users and importance of engaging customers through Social Media for building trust and brand loyalty. Given statistically significant correlation between social media engagement and financial performance metrics – revenue and […]

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Definition of Social CRM – Explained!

April 11th, 2010 · 12 Comments · All Posts, Dr.HarishKotadia

In one of my earlier posts, I defined Social CRM as follows: Social CRM is the business strategy of engaging customers through Social Media with goal of building trust and brand loyalty. Loyalty is defined as attitude towards a brand that inclines a customer to repurchase it and/or recommend it to others. Social CRM and […]

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Social CRM: Top Priority for CMOs

March 26th, 2010 · 3 Comments · All Posts, Dr.HarishKotadia

Not a week goes by without the publication of findings from another study or survey confirming the growing reach of Social Media channels. Latest in this series is findings by NielsenWire. As per this study, “global consumers spent more than five and half hours on social networking sites like Facebook and Twitter in December 2009, […]

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