CRM
897 views

Social CRM and Customer Advocacy Programs: Case Study

hkotadia1 - November 26, 2010

In my previous post titled Loyalty Programs are Passé, how about Customer Advocacy Program?, I highlighted the importance of tracking outbound Word Of Mouth (WOM) on Social…

Inside Companies
610 views

3 Reasons why you should provide Customer Support on Social Media

hkotadia1 - November 14, 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…

CRM
927 views

Enable, Empower, Engage: Key to Social CRM Success

hkotadia1 - October 13, 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…

CRM
700 views

Social CRM: Thinking Outside the “Call Center” Box

hkotadia1 - August 1, 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…

Uncategorized
1100 views

Cognitive Surplus and Social Business: Win-Win Strategy

hkotadia1 - 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…

Uncategorized
540 views

How IT Services Companies can Thrive in the Age of Cloud

hkotadia1 - July 12, 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…

Uncategorized
837 views

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

hkotadia1 - 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…

Business Intelligence
689 views

Knowledge Management critical in Social CRM

hkotadia1 - June 17, 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…

CRM
793 views

Why Social Media will drive adoption of SaaS CRM

hkotadia1 - June 6, 2010

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…

CRM
723 views

CRM Paradigm Shift

hkotadia1 - 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…