@book { CustomerRelationshipManagementCRMGestaltungerfolgreicherKundenbeziehungen,
    title = "Customer Relationship Management (CRM). Gestaltung erfolgreicher Kundenbeziehungen",
    author = "Jette {Pauck}",
    year = "2004",
    publisher = "GRIN Verlag",
    address = "München, Germany",
    doi = "10.3239/9783638328265",
    url = "https://www.hausarbeiten.de/document/31966"
}