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- Title
CRM a Gamble No More!
- Authors
Krell, Eric
- Abstract
This article focuses on the trends concerning customer relationship management (CRM) practices within the U.S. gaming industry as of March 2006. According to Atique Shah, CRM had a valuable impact on the industry because in many ways, this industry has demonstrated to other industries where they need to move when it comes to leveraging CRM. Although there are companies that harbor reservations about the societal impact of gambling, there is no question that casinos and other gambling-related businesses have made great strides in collecting, analyzing and acting upon customer information. Within the gaming industry, the specific modeling and analysis methods employed to make customers satisfied are complex and guarded, however, the ingredients of a sophisticated CRM strategy are relatively straightforward.
- Subjects
UNITED States; GAMBLING industry; CUSTOMER services; CUSTOMER relationship management; CUSTOMER relations; SHAH, Atique
- Publication
Baylor Business Review, 2006, Vol 24, Issue 2, p21
- ISSN
0739-1072
- Publication type
Article