@book{140616,
	author = {Fjermestad, Jerry. and ebrary, Inc.},
	title = {Electronic customer relationship management},
	publisher = {M.E. Sharpe,},
	year = {c2006.},
	series = {Advances in management information systems ;},
	address = {Armonk, N.Y. ;},
	url = {http://site.ebrary.com/lib/rucke/Doc?id=10178047}
}