@book { ITQualittsmanagementbeiCustomerRelationshipManagement, title = "IT - Qualitätsmanagement bei Customer Relationship Management", author = "Kamilla {Aga}", year = "2012", publisher = "Diplom.de", address = "Hamburg, Deutschland", doi = "10.3239/9783842844155", url = "https://m.diplom.de/document/229343" }