@book { ITfrKundenQualittsmanagementbeiCustomerRelationshipManagement,
    title = "IT für Kunden: Qualitätsmanagement bei Customer Relationship Management",
    author = "Kamilla {Aga}",
    year = "2014",
    publisher = "BACHELOR + MASTER PUBLISHING",
    address = "Hamburg, Deutschland",
    url = "https://m.bachelor-master-publishing.de/document/297027"
}