@book { CRMundeCRMDefinitionenAbgrenzungenundTechniken,
    title = "CRM und eCRM - Definitionen, Abgrenzungen und Techniken",
    author = "Robert {Fritz}",
    year = "2002",
    publisher = "GRIN Verlag",
    address = "München, Germany",
    doi = "10.3239/9783640040681",
    url = "https://www.hausarbeiten.de/document/105787"
}