Harrahs Entertainment Inc.: Real-Time CRM in a Service Supply Chain Harvard Case Solution & Analysis

With 26 casinos in 13 U.S. states and $ 4.5 billion in revenue in 2003, Harrah's Entertainment Inc. is one of the leading brands in the casino entertainment industry. Bill Harrah, founder of Harrah, was passionate about in order to know their customers and instilled a deep-rooted commitment to customer satisfaction in the corporate philosophy of Harrah. In 2003, Harrah was focused on building loyalty and value with its target customers through a unique combination of great service, excellent products, unsurpassed distribution, operational efficiency and advanced technology. Thanks to innovative customer relationship management strategies, effective supply chain management of the service, and a significant investment in providing information technology, the company is at the forefront in attracting, servicing and retaining customers. "Hide
by Hau Lee, Seungjin Whang, Kamram Ahsan, Earl Gordon, Amir Faragalla, Asha Jain, Abid Mohsin, Shi Guangyu, Guangyu Shi Source: Stanford Graduate School of Business 20 pages. Publication Date: May 08, 2006. Prod. #: GS50-PDF-ENG

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