1. What drove Harrahs growth and what were the steps taken to build their empire through the late90s and early 2000s?
2. Why was the customer database so important to the next phase of Harrahs growth and profitability?
3. Explain the implementation of these special programs:
a. Total rewards
b. Harrahs.com
c. Winit
4. Why was there resistance to change among the regional managers?
5. How did Harrahs close the loop with CRM at their casinos using these touch points:
a. Observed behavior data
b. Analyze & segment
c. Targeted offers
