Case Study Example | Topics and Well Written Essays - 500 words - 12

Case Study ExampleThey do this through rallies on weekly basis where they have a system of accumulating customer care points. It is recoverable for various rewards (Kotler & Armstrong, 2012).Through efficient CRM, Harrahs allow for manage to learn emergent aspects from customers like how oft fourth dimensions they visit. This will enable its management ensure better utilitys to the satisfaction of the customers thus giving them a reason to come back again.Therefore, Harrahs focus will be more on service development strategies as well as ways that will best suit their customers. For instance, Harrahs will be sending about 250 meg mails to members in a year and most customers will prefer this way because the information sent is relevant to them (Kotler & Armstrong, 2012).These Total Reward will be of great usefulness to the customers for example during a trip to Atlantic City, someone can pick the busiest weekend where most hotels were book fully. If he can swipe his Harrahs Tota l Reward card in order to use, he can get an available room at reduced rate of 100 dollars a night. This explains how benefiting it is to be a loyal customer and it is motivating to the potential ones.Based on survey so off the beaten track(predicate) conducted, the number of people using Total Reward will be approximately 40 million customers. Most of the customers are just ordinary people like teachers, doctors, and bankers from different lifestyles (Kotler & Armstrong, 2012). This is different because for long time the industry has always focused on the rich people.Since the establishment of Total Reward, the annual gambling figure share can rise to 20% while 18% to the customers who preferred gambling at Harrahs then at their hometown casinos (Kotler & Armstrong, 2012).The services in Harrahs will bring better returns to the company in terms of revenue from the happy and loyal customers. For instance, as of 2009, Harrahs became the biggest in the industry with revenue of 10 mi llion dollars