With relaxation of gambling regulations all over the world, today's casinos face their toughest competition ever. To win in today's marketplace, casinos, land-based or virtual, must become adept not just in building superior facilities or web sites, but in building customers - profitable customers. We first address several important questions relating to customer relationship marketing. What are the key building blocks for attracting, retaining, and growing profitable customers? What are customer value and satisfaction? How is customer satisfaction related to customer loyalty and retention? How can a company grow its "share of proftable customers?" Learn through real-world examples and simple calculations how an understanding of CRM and customer lifetime value can improve any casino's bottom line.
| Moderator: | | David LaPlante - President/CEO - Twelve Horses North America | | Panel: | | Sudhir Kale - Associate Professor of Marketing - Bond University, School of Business | | Sue Schneider - President - The River City Group |
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