@book { CustomerCentricBusinessModelstwostepsbeyondCustomerRelationManagement,
    title = "Customer Centric Business Models, two steps beyond Customer Relation Management",
    subtitle = "An Investigation in the process gap between Customer Relation Management and Supply Chain Management",
    author = "Thomas {Rolf}",
    year = "2004",
    publisher = "Diplom.de",
    address = "Hamburg, Deutschland",
    doi = "10.3239/9783832476588",
    url = "https://m.diplom.de/document/222932"
}