@book { CustomerRelationshipManagementimBusinesstoConsumerBereichdesECommerce, title = "Customer Relationship Management im Business-to-Consumer-Bereich des E-Commerce", author = "Martin {Kern}", year = "2000", publisher = "Diplom.de", address = "Hamburg, Deutschland", doi = "10.3239/9783832424206", url = "https://m.diplom.de/document/217859" }