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 of customer data) i.r business units
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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 their jobs for not interacting with customers in the regulated manner”‚ Loveman‚ the new COO of Harrah has said. Employees were rewarded
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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 Over all : Though the threat from competitors and substitutes was high Harrah was the biggest casino chain company in the market and had
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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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Chapter 4: Internal analysis - Structure 4.1 Analysis of the value chain: Primary activities: Inbound logistics: * Focus upon the relationship with supplier‚ how they manage to secure deliverance of high quality coffee beans. Communication and contracts with green coffee suppliers Operations: * How Starbucks operations are conducted?‚ Starbucks own stores‚ expand on how many and how the procedure is (licensing etc) Outbound Logistics: * How do they sell their coffee
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Case Study 1. How do information technologies contribute to the business success of the companies depicted in the case? Provide an example from each company explaining how the technology implemented let to improved performance. Information technologies are imperative to businesses and organizations that want to be successful. In this case‚ there were three companies that demonstrated how information technologies helped their business. The first company was eCourier. eCourier delivers packages
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Background Information on 1920’s and 1930’s America 1. What was the Great War‚ how did it begin‚ and how long did it last? Which countries were involved? World War I‚ also known as the Great War‚ was fought between 1914 and 1918‚ and it set the stage for politics‚ culture‚ and economics in the twentieth century. Serbia and other Balkan states gained their independence in 1878 after nearly five hundred years of Ottoman rule. Nations from both alliances wanted to increase their influence over the
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Customer Development in High Tech: Sales‚ Marketing & Business Development in a Startup MBA & EMBA 295F Introduction to the Course Steve Blank sblank@kandsranch.com You Are Here Plan Liquidity Idea 1st Round Company Timeline Customer Development in the High-Tech Enterprise Spring 2009 2 You Are Here Plan Liquidity Idea 1st Round Company Timeline Customer Development in the High-Tech Enterprise Spring 2009 3 How do You Get Here Plan
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Information Technology and quality customer service: How is this achieved at the County of San Bernardino? In times past quality service was not important to managers and staff that worked for the County of San Bernardino. However due to the proliferation of corruption and mismanagement taxpayers are demanding more for their dollar. It is a known fact that when local government is run efficiently more people can be put to work. The money saved from this can in turn be used to benefit the local
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FARHOOMAND DOES IT PAYOFF? STRATEGIES OF TWO BANKING GIANTS You can see the computer age everywhere but in productivity statistics. - Robert Solow (1987) In the previous 20 years‚ there had been a debate concerning whether or not IT paid off in the long run. While some questioned the positive contribution of IT to productivity‚ others attributed the so-called IT paradox to measurement methodology and to the lack of measurable data‚ such as increased quality‚ variety‚ customer service‚ speed and
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