@book { ChancenundGrenzenvonSocialMediaimCRM,
    title = "Chancen und Grenzen von Social Media im CRM",
    author = "Nico {Dittelbach}",
    year = "2013",
    publisher = "BACHELOR + MASTER PUBLISHING",
    address = "Hamburg, Deutschland",
    url = "https://m.bachelor-master-publishing.de/document/296558"
}