@book { CustomerRelationshipManagementCRMininternationalenKonzernen,
    title = "Customer Relationship Management (CRM) in internationalen Konzernen",
    author = "Martina {Roglmeier}",
    year = "2006",
    publisher = "GRIN Verlag",
    address = "München, Germany",
    doi = "10.3239/9783638516006",
    url = "https://www.hausarbeiten.de/document/57061"
}