Question 1: Choose one or more definitions from the theory discussed in class to describe CRM as implemented by Harrah´s Entertainment Inc. I believe that the combination of Kotler´s and Zigmund‚McLeod‚ Gilbert definition of CRM perfectly describes the situation of Harrah´s Entertainment Inc. Kotler refers to CRM as: “the process of managing detailed information about individual customers and carefully managing all customer touch points to maximize customer loyalty”. Zigmund‚ McLeod‚Gilbert definition
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HARRAH*S ENTERTAINMENT THE FACTS________________________________________ • Founded in 1937 in Reno‚ Nevada by Bill Harrah • One of the world’s most renowned provider in casino entertainment • Operates nearly 40 casinos in three countries under the Harrah*s‚ Caesars‚ Horseshoe‚ Bally’s‚ Flamingo‚ Paris‚ Rio‚ Showboat‚ Harveys‚ and Grand Casino Resort brand names • More than 40‚000 employees • Posted more than $4 billion in revenue and $235 million in net income in 2002 THE HISTORY ________________________________________
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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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Case: Harrah’s Entertainment‚ Inc: Rewarding Our People. Strengths and Weaknesses of Harrah’s gain-sharing Program Harrah’s strategy was to shift from service-driven company to a customer-driven company‚ and it invested in people development and bonus rewards. Company has introduced a gain-sharing program where employees were rewarded for improving customer service. This program has required employees to have more interacts with customer such as hand shake “employees can lose
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Teradata war house technology and Cognos’s enterprise analysis tools contributed NCR solution. They will provide one of the most powerful solutions available to handle the increasing amount of customer data at the time. The solution will help Harrah understanding of its customers and the activities they enjoy at their properties. Active Enterprise system makes a close loop that interaction with customer. The loop started from the initial visit to collect customer information through any media
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Harrah’s Entertainment‚ Inc : Rewarding Our People -Jeba Nadar - 037 -Sumaira Patel - 039 Business Strategy : To convert product based company to marketing based company Competitive Advantage : Customer loyalty PORTERS ANANLYSIS: 1. Threat from buyer - NA 2. Threat from supplier - NA 3. Threat from substitutes - High 4. Threat from competitors - High New Facilities ‚ Imitating Harrah’s strategy through technological advancement‚ New attractions 5. Threat from new entrants - High
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Strategic Marketing Management Case Study: Harrah’s Entertainment Inc 1. What are the objectives of the various Data Base marketing programs and are they working? From DBM‚ the company created four programs: (I) New Business Program‚ designed to improve the effectiveness at converting new customers – this program target customers with high predicted worth‚ with an offer that was more competitive; (ii) Loyalty Program – Frequency Upside‚ designed incentive customers to visit Harrah’s property
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Case 1: Acclaim Entertainment Capital Budgeting: Multiple Projects with Unequal Lives Acclaim Entertainment‚ Inc. is a mass marketer of interactive entertainment software whose games can be played on such well known video game systems as Nintendo and Sega. Some of their more successful games include Mortal Kombat I and II‚ NBA Jam I and II‚ Maximum Carnage‚ Virtual Bart (Simpson)‚ and NFL Quarterback. Acclaim has also obtained licenses from True Lies‚ Batman Forever‚ and Spiderman. The interactive
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drove Harrah’s customer relationship strategy Loveman’s goal was to increase revenue by gaining a larger percentage of the gaming dollars of their customers. Based on customer focus groups‚ the company determined that its best customers only spent 36% of their gaming budget at Harrah’s. Loveman’s strategy was to increase this percentage through a combination of targeted incentives and better customer service. 2. Discuss whether Harrah’s business and IT strategies
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Marvel Entertainment Inc. BUSINESS STRATEGY Marvel Entertainment Inc. is a media and entertainment company. The entertainment and the media they provide are based on characters like Spider-man‚ Spider-Man‚ Incredible Hulk‚ Fantastic Four‚ X-Men‚ Blade‚ Captain America and so forth. Their primary operating segments include Publishing‚ Licensing and Film Production. The Licensing segment earns revenues from selling rights to movies‚ television production companies‚ video game publishers‚ merchandise
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