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 is a bit more detailed: “A business
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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 more frequently instead of competitors – this program target customers that were giving Harrah’s
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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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Abstract Customer loyalty programs are the currently used methods by companies to increase their revenues and customer relationship as they act as value sharing tools to improve the customer’s perception of the organization. This method is used because to every organization‚ loyal customers are treated more precious than the company assets. To retain these customers‚ companies implement several strategies and techniques. To study the influence and impact of these programme on the customers
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SR-kf-013 Frequent Shopper Program Paper Gerard Gonzalez Business Systems/BSA310 October 7th‚ 2010 Joseph Gorman Service Request SR-kf-013 Kudler Fine Foods founder and manager‚ Kathy Kulder‚ has requested information on developing a system to track customer purchases through a Frequent Shopper Program. This Program will award loyalty points for redemption to repeat customers. Purchases made by customers whom participate in the program will be tracked and converted into loyalty points for redemption
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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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Designing a Customer loyalty program: Customers’ expectations are increasing. Today’s customers want service‚ products that meet their needs‚ value for money and added benefits. In response to this‚ retailers are stepping up. Their promotional activity to the extent that sales and special offers have become everyday affairs‚ rather than end of season stock clearances. As a result margins are being eroded to dangerously low levels. Some retailers like Pantaloon have introduced card-based collector
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Coalition Programs Coalition loyalty programs can be extremely effective. Coalition programs involve a group of dissimilar businesses working together to offer membership benefits. Coalition Loyalty Programmes: the who‚ why‚ and how big? By By Peter Clark (co-author‚ The Loyalty Guide) Published by The Wise Marketer in April 2006 There are two types of multi-partner programme: true coalitions and in-house programmes that have partners. Here we explore the strengths‚ weaknesses‚ opportunities
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Debsoumo Das| Amita Sureka 1. Discuss the factors that drove the customer relationship strategy at Harrah’s. Harrah’s customer relationship management system has two main objectives: 1. Motivate customers so that they participate more using Total gold program 2. Using data from above & implementing individual marketing strategies for their customers using database marketing. The key factors which drove Harrah’s to adopt the above strategy are as follows: Marketing done on property basis( no integration
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relevant facts. Objective of the study: Study of loyalty programs of Shoppers Stop and Pantaloons. • Are these programs really effective in enhancing the customer experience. • How much profitable does the loyalty programs prove to be‚ for a customer centric apparel retailer. Most customers hold several loyalty cards of competing retailers. Past studies looking into the impact of card ownership on store loyalty showed mixed results. Loyalty cards are effective only when customers value the
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