Harrah's Entertainment Inc.: Real-Time CRM in a Service Supply Chain - Hau Lee, Seungjin Whang

Abstract Text: With 26 casinos in 13 U.S. states and $4.5 billion in revenue in 2003, Harrah’s Entertainment Inc. was one of the leading brand names in the casino entertainment industry. Bill Harrah, the founder of Harrah’s, was passionate about getting to know his customers and had instilled a deeply rooted commitment to customer satisfaction into Harrah’s corporate philosophy. In 2003, Harrah’s was focused on building loyalty and value with its target customers through a unique combination of great service, excellent products, unsurpassed distribution, operational excellence, and technology leadership. Through innovative customer relationship management strategies, effective management of its service supply chain, and sizable investments in enabling information technology, the company was at the forefront in attracting, serving, and retaining its customers.
Title: Harrah's Entertainment Inc.: Real-Time CRM in a Service Supply Chain
Author(s): Hau L. Lee; Seungjin Whang
Case No: GS50
Publication Year: 2006
Keywords: Supply Chain, Entertainment Industry, customer relations, Service Management, Customer Retention, Information Technology
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