@incollection{HeidekruegerHeuchertCleveretal.2019,
  author    = {Heidekr{\"u}ger, Robert and Heuchert, Markus and Clever, Nico and Becker, J{\"o}rg},
  title     = {Konstruktion eines Omni-Channel-Frameworks f{\"u}r Sales \& Service in KMU in der B2B-Telekommunikationsindustrie},
  series = {Digital Customer Experience — Mit digitalen Diensten Kunden gewinnen und halten / Hrsg. S. Robra-Bissantz, C. Lattemann},
  booktitle = {Digital Customer Experience — Mit digitalen Diensten Kunden gewinnen und halten / Hrsg. S. Robra-Bissantz, C. Lattemann},
  publisher = {Springer Vieweg},
  address   = {Wiesbaden},
  isbn      = {978-3-658-22541-4},
  doi       = {10.1007/978-3-658-22542-1},
  publisher      = {FH M{\"u}nster - University of Applied Sciences},
  pages     = {39 -- 52},
  year      = {2019},
  language  = {de}
}
@inproceedings{HeidekruegerHeuchertCleveretal.2018,
  author    = {Heidekr{\"u}ger, Robert and Heuchert, Markus and Clever, Nico and Becker, J{\"o}rg},
  title     = {Towards an Omni-Channel Framework for SME Sales and Service in the B2B Telecommunications Industry},
  series = {Proceedings of the Multikonferenz Wirtschaftsinformatik (MKWI 2018)},
  booktitle = {Proceedings of the Multikonferenz Wirtschaftsinformatik (MKWI 2018)},
  address   = {L{\"u}neburg, Deutschland},
  pages     = {386 -- 397},
  year      = {2018},
  language  = {en}
}