2020-12-232020-12-232020-11-29http://hdl.handle.net/10919/101636From the study, several suggestions were given for service and experience-oriented tourism and hospitality industries in Vienna. First, setting and maintaining a CRM database is required the first step in order to make marketing and sales effectiveness. Secondly, hotels should hold regular meetings with employees from all departments that meet clients for more cooperation and interaction. Last, regular training and suitable motivation also should consider important.application/pdfenCreative Commons Attribution 4.0 InternationalHotelHotel salesCustomer relationship managementSummary