@book { CustomerKnowledgeManagement,
    title = "Customer Knowledge Management",
    author = "Heike {Weyrauch, geb. Wolff}",
    year = "2007",
    publisher = "Diplom.de",
    address = "Hamburg, Deutschland",
    doi = "10.3239/9783836603300",
    url = "https://m.diplom.de/document/228903"
}