@inbook{7665, author = {{Eggert, A}}, booktitle = {{eCRM – Electronic Customer Relationship Management: Management der Kundenbeziehungen im Internet-Zeitalter}}, editor = {{Eggert, A and Fassott, G}}, pages = {{87--106}}, publisher = {{Schäffer-Poeschel}}, title = {{{Konzeptionelle Grundlagen des elektronischen Kundenbeziehungsmanagements}}}, year = {{2001}}, }