@book { SocialMediaimCRMChancenundGrenzen, title = "Social Media im CRM - Chancen und Grenzen", author = "Nico {Dittelbach}", year = "2011", publisher = "Diplom.de", address = "Hamburg, Deutschland", doi = "10.3239/9783842820296", url = "https://m.diplom.de/document/228613" }