@book { EntwicklungeinesCustomerRelationshipManagementSystemsfrdenHausvertrieb,
    title = "Entwicklung eines Customer Relationship Management-Systems für den Hausvertrieb",
    author = "Stephan {Plath}",
    year = "2001",
    publisher = "Diplom.de",
    address = "Hamburg, Deutschland",
    doi = "10.3239/9783832443504",
    url = "https://m.diplom.de/document/219962"
}