Harrah’s Entertainment Inc. Abhra Mukherjee Sachin Goel To: Philip G. Satre‚ CEO Harrah’s Entertainment Inc. From: Abhra Mukherjee‚ Sachin Goel Subject: Analysis of the new Customer Relationship Management Harrah’s CRM model has emerged successful in leading the gaming industry over its competitors. Its role in boosting the company’s revenue by 50% is admirable. The implementation of the Total Gold program increased cross-market revenues from 13% in 1997 to 23% in 2000. Las Vegas property
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COMPANY CASE #3 Harrah’s Entertainment: hitting the CRM jackpot BACKGROUND BACKGROUND The company was founded in 1937 with a bingo parlor in Reno‚ Nevada. Around 1946‚ the founder opened Harrah’s Club at its present location on North Virginia Street in downtown Reno. Since that moment on there were several purchases of clubs‚ until 1962 when Harrah’s constructs 400-room hotel tower in Reno‚ so development and expansion was not very fast before the 70’s. From
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EXECUTIVE SUMMARY INTRODUCTION Harrah ’s Entertainment‚ Inc. is a private gaming corporation that owns and operates over 50 casinos‚ hotels‚ and seven golf courses under several brands. The company‚ based in Paradise‚ Nevada‚ is the largest gaming company in the world‚ with yearly revenues around $10.8 billion. Harrah’s is owned by Hamlet Holdings (Apollo Management and Texas Pacific Group). While Apollo and TPG own a large majority‚ Blackstone Group LP owns a minority stake in Harrah ’s. The
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Background Harrah’s Entertainment Inc.’s primary objective is to continue their growth in the gambling industry by differentiating themselves from competitors and focusing on a customer-oriented strategy. Harrah’s wants to determine how much of their recent growth can be attributed to their marketing efforts and how to continue growth in an industry of rising competition. Recommendation My recommendation for Harrah’s Entertainment Inc. begins by investing about $1M to expand Harrah’s Database Marketing
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1. Briefly discuss Harrah’s Marketing Information System (MIS) 1990s – Gambling legalized * led to intense rivalry between casino operators who started spending millions of dollars in opening new extravagant properties that featured shopping malls and hotels in order to attract customers. * Harrah’s realized that about 90 percent of its revenues came from its casino business and not from associated ventures. * Instead of opening lavish properties‚ Harrah’s initiated a customer relationship
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Chris Martin BADM 7070 11/23/12 Harrah’s Entertainment‚ Inc.: Rewarding Our People Marilyn Winn faces a tough challenge to improve employee satisfaction and motivation in a struggling economy that has just experienced the 9/11 disaster. Many of Harrah’s employees feel that the incentive program that Winn has implemented sets goals that are too aggressive while others feel a sense of entitlement for the bonuses. Both of these cases do not help Winn improve employee motivation and customer
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1. What are Harrah’s brand’s strengths‚ weaknesses‚ opportunities‚ and threats? Strengths General - Strong and consistent revenue growth over the past years and reliable stock market performance allowing for Harrah’s to gain a leading market position. - Harrah’s national presence with a network of 26 casino locations in all “traditional” and most of the new U.S. casino markets across 13 states‚ including land-based‚ dockside‚ riverboat‚ and Indian casino facilities. - First-mover advantage:
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Program 1997 - Change organizational structure a. Lines of communication between execs shortened b. Increased brand cohesion among all Harrah’s properties - Build Harrah’s brand a. Connect Harrah’s with feelings of anticipation and exuberance b. $15-20 million spent on advertising focused on good feelings associated with gambling at Harrah’s - Extraordinary service a. Service process design‚ reward and recognition‚ measurement of executives b. Voted "best service" three years in
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Synopsis CRM is short for communication relations management‚ it is a model for managing a company’s interactions with current and future customers. When a city department is contacted for help CRM infrastructure behind the answers they receive. The CRM provides calls to be routed to the right person and then follows up to confirm that action was taken. It provides a full view of a customers data by allowing a database to be created of problems and solutions‚ so that changing trends can be addressed
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CASE 3 HARRAH´S ENTERTAINMENT: Hitting the CRM jackpot ANDREA HERNÁNDEZ PAULA BELTRÁN NICOLÁS LATORRE LORENA LEHMANN MARIA FERNANDA ROJAS Presentado a: LUIS FERNANDO CORREA MERCADEO GRUPO 2-1 ESCUELA INTERNACIONAL DE CIENCIAS ECONÓMICAS Y ADMINISTRATIVAS UNIVERSIDAD DE LA SABANA 15 DE AGOSTO DE 2014 BOGOTÁ D.C 2014-2 HARRAH´S ENTERTAINMENT: Hitting the CRM jackpot 1. BACKGROUND 2. UPDATING 3. PEOPLE
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