@book { SocialMediaalsInstrumentdesCustomerRelationshipManagement,
    title = "Social Media als Instrument des Customer Relationship Management",
    author = "Dario  {Benzin}",
    year = "2014",
    publisher = "GRIN Verlag",
    address = "München, Germany",
    url = "https://www.hausarbeiten.de/document/285077"
}