@book { CustomerRelationshipManagementCRMImplementierungenerfolgreichplanenundumsetzen,
    title = "Customer Relationship Management (CRM) Implementierungen erfolgreich planen und umsetzen",
    author = "Tobias {Schmitz}",
    year = "2007",
    publisher = "GRIN Verlag",
    address = "München, Germany",
    doi = "10.3239/9783638615006",
    url = "https://www.hausarbeiten.de/document/70183"
}