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Full-Text Articles in Business
Crm In Gaming: It's No Crapshoot!, Sudhir H. Kale
Crm In Gaming: It's No Crapshoot!, Sudhir H. Kale
Sudhir H. Kale
CRM, or Customer Relationship Management, though slightly more than a decade old, has become the management craze of the 21st century. Yet, managerial understanding of what CRM is, what it does, how to implement it, and the grounds for success or failure in CRM implementation, seem far from crystallized. This paper looks at why so many CRM endeavors fail, and proceeds to discuss issues critical to CRM's success. CRM projects in casinos will have a higher chance of success if CRM is viewed as a business philosophy and becomes a part of the corporate culture. Appropriate customer strategy, organizational transformation, …
Change Management: Antecedents And Consequences In Casino Crm, Sudhir H. Kale
Change Management: Antecedents And Consequences In Casino Crm, Sudhir H. Kale
Sudhir H. Kale
Customer Relationship Management (CRM) continues to attract increasing attention within the casino industry. While the vital role of change management in making CRM projects successful has been acknowledged for quite some time, there is little in extant literature to explain the nature and conduct of change management in the CRM context. This article posits that relevant change management is a prerequisite for successful implementation of a casino's CRM. Change management involves five key initiatives: selling change internally, creating an appropriate infrastructure for change management, CRM-relevant training, a reconfiguration of the organization structure and performance assessment measures, and recasting existing incentive …
Internal Marketing: An Antidote For Macau's Labor Shortage, Sudhir H. Kale
Internal Marketing: An Antidote For Macau's Labor Shortage, Sudhir H. Kale
Sudhir H. Kale
Gaming scholars the world over are in consensus about Macau's bright future as a gaming Mecca. The phenomenal growth in gaming facilities over the last three years has created an acute labor shortage in this Special Administrative Region of China. Moreover, around twenty additional gaming and hotel projects have been committed so far, all slated for completion in the next five years. Expansion on such massive scale will further intensify competition among employers to recruit and retain employees, particularly if the provincial government maintains its current restrictions on importing labor into the region. One, and arguably the only way to …
Tribute - Sudhir H. Kale, Sudhir H. Kale