@book { CustomerRelationshipManagementCRMErarbeitungundUmsetzungeinerStrategie,
    title = "Customer Relationship Management (CRM): Erarbeitung und Umsetzung einer Strategie",
    author = "Rainer {Schweighofer}",
    year = "2002",
    publisher = "Diplom.de",
    address = "Hamburg, Deutschland",
    doi = "10.3239/9783832450601",
    url = "https://m.diplom.de/document/220593"
}