Question

1. Please map Harrah’s CRM implementation process using the CRM implementation process framework described (Makkar & Makkar).
2. Was Harrah’s transformation considered as a continuous improvement or BPR (Business Process Reengineering)? Explain your reasons.

This questions based on Reaping Rewards Customer relationship management efforts and tough management decisions transformed Harrah’s from a struggling casino operator into a very profitable one. By Sudhir H. Kale and Peter Klugsberger

Answer 1

Here we will be discussing the CRM implementation process Framework for Harrah's, and we will also discuss the business process re-engineering as a continuous improvement transformation.

The CRM implementation process Framework is that process Framework, which states the implementation of the complete installation of the CRM software in the organization so that the company and the company members can easily access the services of the CRM software whenever the need is required. The first step is to determine that if the organization, in reality, requires the CRM software or not. The second step is to identify the various vendors that are dealing with CRM software. The third step includes installing the CRM software so that the organization can access the services provided by the CRM software. Formula creation for the same is the fourth and most important step to access the CRM services. New faces and rollouts get determined after installing CRM software in the organization considered the fifth step. These are the five steps required for the complete and adequate implementation of the CRM process framework.

Yes, the changes and the transformation of Harrah guess considered as the continuous improvement or the business process re-engineering because changes and transformation of the part of growth as one have to keep up with the changing trends and free ko and dynamics of the market so that they cope up with the competition in the environment.