Professional Documents
Culture Documents
IIM Rohtak
Casino Industry
Casino gambling legalized first in Nevada in year 1935 Over 370000 people employed and paid over $4.5 Bn. In state taxes Competitive industry with many new players in market Dependent on economic growth, tourism and online gaming
Roots of CRM
Mr. Bill Harrah, founder of Harrahs Interest in getting to know customers Customer focus in culture resulted in great service, excellent games, unsurpassed distribution, operational excellence and technology leadership
Harrahs.com
Online reservations Account tracking of TR programs Online games
WINet
Inhouse development Consolidated customer information from
Transactional systems Slot machines and table games
Time spent No of games palyed Betting patterns
Hotel management
Customers stay Demographic data Preference data
Reservation system
Human data entry
Resistance to change
WINet Vs regional managers Fear of loss of customers Promotions to visit both regional and destination properties
Way Ahead
Continue focus on CRM For short term invest in small CRM projects with less investments Be innovative and constantly improving Take help of new IT innovations and keep IT infra updated Company should also think about geographical expansion in countries like Italy, Spain, Singapore, etc.
Thank you!!!