@book { CustomerRelationshipManagementCRMGestaltungerfolgreicherKundenbeziehungen, title = "Customer Relationship Management (CRM). Gestaltung erfolgreicher Kundenbeziehungen", author = "Jette {Pauck}", year = "2004", publisher = "GRIN Verlag", address = "München, Germany", doi = "10.3239/9783638328265", url = "https://www.hausarbeiten.de/document/31966" }