The case centers on the dilemma faced by Carlo Fontana, the owner-operator of a small chain of two four-star city hotel located in Lugano, Switzerland and the other in Milan, Italy. After developed an extensive customer service and operations, information systems, called guests happy relationship management, Fontana entertainment to commercialize their innovations. This can provide a welcome new source of income for the greatest economic downturn in recent history, and it will help in maintaining HGRM design and development team is motivated to improve and enhance the solution. However, commercialization of innovations can stretch his organization too thin, and bring his team into the business software industry, completely foreign to them. "Hide
by Lynda M. Applegate, Gabriele Piccoli Source: Harvard Business School 27 pages. Publication Date: July 11, 2012. Prod. #: 813019-PDF-ENG
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