Harish Kotadia, Ph.D.

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Harish Kotadia, Ph.D.

Harish Kotadia, Ph.D.

Social CRM and Analytics Consultant
Dr. Harish Kotadia has a Ph.D. in Marketing Management. Subject of his doctoral thesis was Customer Satisfaction and it involved building a statistical model to predict satisfaction of clients with services of their ad agency. Dr. Harish has about ten years’ work experience as a hands-on CRM Program and Project Manager implementing CRM solutions for Fortune 500 clients in the US. Dr. Harish currently lives in Dallas, Texas, USA and works as Social CRM, CRM Consulting Lead for Infosys Technologies. Views and opinion expressed in this blog are his own.
  • 0 comments 365 reads
    Posted on 2012-02-04

    Predictive Analytics has been billed as the next big thing for almost fifteen years, but hasn’t gained mass acceptance so far the way ERP and CRM solutions have. One of the main reason for this is the high upfront investment required in Software, Hardware and Talent for implementing a Predictive Analytics solution.

    As a result, only a handful of very large enterprises such as mega banks or top telecom companies have made the required investments and have benefited from power of Predictive Modeling and advanced Statistical techniques that are in existence for well over five decades. Most of the other companies have not been able to levarage power of business analytics as they cannot afford investing in specialized harware, database and BI/Analytics software applications being marketed by enterprise software vendors such as SAS and Teradata.

  • 0 comments 563 reads
    Posted on 2012-02-02

    Big Data Analytics is a hot topic of discussion these days. But many feel that it is more of a “hype” and less of substance. In my opinion, Big Data Analytics is the real deal and if used correctly, can deliver great business results at a fraction of cost compared to other alternatives.

    Here’s a simple yet very effective example of using analytics for understanding consumer attitudes towards airlines in real time. In this study, Jeffrey Breen has used the R programming language to analyze consumer sentiments about major U.S. airlines expressed on Twitter. For more on the methodology and results, see the following embedded Slideshare presentation (if you cannot see the embedded file, click...

  • 1 comments 663 reads
    Posted on 2012-01-09

    Big Data Analytics is making big headlines these days. Just check out a few from recent past:

  • 0 comments 1,188 reads
    Posted on 2011-12-31

    After Outcry, Verizon Abandons $2 Fee” screams a headline from today’s online edition of the New York Times. And the article makes it very clear that Social Media played no small role in telecom giant’s hasty retreat from levying a new $2 fee on bill payments. This story is a harbinger of things to come in 2012 and CEO and CMO of every large and medium sized company should pay attention to it.

    As I explained in my previous post titled 2012: Year of Empowered and Assertive Digital Customer, thanks to Mobile, Tablet computing and Social Networking revolutions, customers are empowered like never before and they are leveraging technology not only for shopping online, but also for highlighting poor customer service...

  • 0 comments 1,446 reads
    Posted on 2011-12-29

    As 2011 comes to an end and as we look forward to celebrating New Year 2012, one thing that strikes most looking back is the massive increase in ownership and usage of Smartphones and Tablet computers.

    Just consider following headlines in the last few days:

    “On Christmas day alone, a total of 6.8 million iOS and Android devices got activated around the world, a 353% increase from Christmas 2010″ (for more, see this link)...

  • 0 comments 880 reads
    Posted on 2011-12-22

    Here’s an excellent example of the importance of responding to a Social Media crisis before it is too late. On December 19th, 2011, a YouTube user (username “goobie55″) uploaded video of a FedEx delivery person throwing a video monitor into his/her yard.

    This YouTube video has created a Social Media storm of sorts and as I write this post, it has been viewed 3,576,412 times for this one YouTube post alone. I have seen it on my local TV news too here in Dallas, Texas.

    Well, before it was too late (remember United Breaks Guitars YouTube video), FedEx  posted its own response to customer’s video with the following statement by Matthew Thornton III, Senior Vice President, US Operations, FedEx Express:

    “Along with many of you, we’ve seen the video showing one of our couriers carelessly and improperly delivering a package the other day. As the leader of our pickup and delivery operations across America, I want you...

  • 2 comments 1,010 reads
    Posted on 2011-12-21

    Time flies! Here we are just a few days before Christmas and looking back at 2011, I cannot help but wonder at the amazing speed with which the year flew by! 2011 will be remembered for the effective role Social Media played in activist movements across the globe.

    Looking at the future, one can see dark clouds on economic horizon given the debt and deficit crisis in Europe and North America. Consumer spending, which has driven economic growth for past several decades given easy availability of inexpensive credit, is drying up as consumers are reluctant to spend given the economic and political uncertainty. As a result, economic...

  • 0 comments 625 reads
    Posted on 2011-10-20

    Halloween is just a few days away and before we know, it will be Thanksgiving and more importantly for business, Black Friday and Cyber Monday (for those not familiar with the term Black Friday, see this).

    But on the economic front, all seems to be ‘gloom and doom’ and ‘economic’ forecast for this holiday season seems to be dark, damp and cloudy with possibilities of storms – some severe. Question is can social media help marketers cheer up their holiday sales this...

  • 0 comments 1,581 reads
    Posted on 2011-10-16

    In the industrial age, companies mass produced goods and promoted their products and services through mass media in order to sell them. Customers had little involvement in product creation (other than occasional feedback they provided through marketing research). And if customers had any problem, they contacted a support agent via mail or telephone.

    Social media have radically changed this equation between companies and their customers by empowering customers like never before. Customers can discuss about products on social media channels and companies have no control over what customers are saying about their brands.

    But instead of engaging customers on social media, most companies still rely on marketing the old fashioned way – a vestige from the industrial age! Marketing processes being followed today by most companies are still very similar to what was done in the industrial age.

    Companies need to realize that when it comes to creation and delivery of...

  • 0 comments 795 reads
    Posted on 2011-10-14

    Marketing is never a zero sum game. Companies don’t have to lose for customers to win and customers don’t have to lose for companies to win. In fact, marketing is the art and science of finding a win-win approach to business transactions in which both the company and customers win.

    Social Media can play a major role in finding this “win-win” equation between companies and customers, by helping companies better understand their customers’ needs (not wants or desires) and customers can better collaborate with companies using social media channels to design and co-create products or services that fulfill their needs. One key challenge facing all large and medium sized companies in this regard is how to engage tens of thousands of customers across the world on social media channels.

    Well, solutions to this problem is to “Go Local”. Meaning, companies must engage their customers on social media channels at a “local” level. So if a company segments or classifies customers “...


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