@article{CzarneckiHeuserKraemeretal.2022,
  author    = {Christian Czarnecki and Marcus Heuser and Christian Kr{\"a}mer and Christoph Stummer and Felix Theisinger and Michael Wettklo},
  title     = {How to get more customer satisfaction : Erfolg im Wettbewerb durch kundenzentrierte Prozesse},
  journal   = {Detecon Management Report},
  number    = {3},
  pages     = {29 -- 33},
  year      = {2022},
}