@book { CustomerRelationshipManagementinBankenunterbesondererBercksichtigungdesAspektesderKundenbindung, title = "Customer Relationship Management in Banken unter besonderer Berücksichtigung des Aspektes der Kundenbindung", author = "Arndt {Brockmann}", year = "2002", publisher = "Diplom.de", address = "Hamburg, Deutschland", doi = "10.3239/9783832458478", url = "https://m.diplom.de/document/221311" }