@book{209358,
	author = {Raab, Gerhard. and ebrary, Inc.},
	title = {Customer relationship management},
	publisher = {Gower,},
	year = {c2008.},
	address = {Aldershot, Hampshire, England ;},
	url = {http://site.ebrary.com/lib/rucke/Doc?id=10362159}
}