@incollection{Zerres,
  author    = {Zerres, Christopher},
  title     = {Social CRM},
  series = {Handbuch Marketing-Methodik},
  volume    = {2},
  editor    = {Zerres, Christopher},
  edition   = {2.},
  publisher = {Bookboon},
  address   = {London},
  isbn      = {978-87-403-2274-3},
  pages     = {51 -- 57},
  language  = {de}
}