In this dissertation, the author investigates Customer Relationship Management (CRM) in the hospitality industry. The analysis identifies the hotel corporations’ needs and expectations, the prerequisites of a successful CRM implementation and beneficial appliance of the same. The findings will assist CRM software companies to build a state-of-the-art CRM suite and hotel companies to apply Customer Relationship Management successfully.

Wolfgang Emperger leads Serenata’s Technical Project Management Team. The focus and interest of the author aims towards strategic direction and business development within the hospitality industry. A specific focus is put on state-of-the-art CRM solutions and consultancy. The author can be contacted via e-mail: [email protected].

Additional information about Wolfgang Emperger :

  • Built my expertise in the hospitality industry over the last 13 years
  • 1997 Bachelor's degree at a German Hotel Management College
  • From 1997 - 2001 held positions as Marketing Analyst / Director of Revenue Managment with Starwood Hotels in the US (Four Points LAX, Westin South Coast Plaza - Orange County)
  • Joined Serenata in 2001
  • 2004 MBA (European Executive MBA - Focus on the Hospitality Industry) at Henley Management College in London

Wolfgang Emperger
+49 (0) 89 / 92 90 03 78
Serenata GmbH

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