@book { CustomerRelationshipManagementCRMundseineHerausforderungensowieMglichkeiten, title = "Customer Relationship Management (CRM) und seine Herausforderungen sowie Möglichkeiten", author = "Stefan {Maus}", year = "2001", publisher = "Diplom.de", address = "Hamburg, Deutschland", doi = "10.3239/9783832443672", url = "https://m.diplom.de/document/219978" }