@book { KonzeptioneinesCustomerKnowledgeManagementBenchmarkingToolfrdasWorldWideWeb,
    title = "Konzeption eines Customer Knowledge Management Benchmarking Tool für das World Wide Web",
    author = "Marc {Herb}",
    year = "2004",
    publisher = "Diplom.de",
    address = "Hamburg, Deutschland",
    doi = "10.3239/9783832479626",
    url = "https://m.diplom.de/document/223202"
}