@book{136648,
	author = {Peppers, Don. and Rogers, Martha,},
	title = {Managing customer relationships},
	publisher = {Wiley,},
	year = {c2011.},
	address = {Hoboken, N.J. :},
	edition = {2nd ed.},
	url = {http://site.ebrary.com/lib/rucke/Doc?id=10446688}
}