@incollection{BaakenLasogga2004,
  author    = {Baaken, Thomas and Lasogga, Frank},
  title     = {Lebensl{\"a}nglich loyal - Kundenbeziehungsmanagement},
  series = {acquisa, Vol 52},
  booktitle = {acquisa, Vol 52},
  issn      = {0938-792},
  pages     = {S. 28 -- 30.},
  year      = {2004},
  language  = {mul}
}