MLA
Shea, Timothy, et al. "Customer Relationship Management (CRM) Metrics - What's the Holdup?." Electronic Commerce: Concepts, Methodologies, Tools, and Applications, edited by Annie Becker, IGI Global, 2008, pp. 1679-1685. https://doi.org/10.4018/978-1-59904-943-4.ch132
APA
Shea, T., Brown, A., White, D. S., Curran-Kelly, C., & Griffin, M. (2008). Customer Relationship Management (CRM) Metrics - What's the Holdup?. In A. Becker (Ed.), Electronic Commerce: Concepts, Methodologies, Tools, and Applications (pp. 1679-1685). IGI Global. https://doi.org/10.4018/978-1-59904-943-4.ch132
Chicago
Shea, Timothy, et al. "Customer Relationship Management (CRM) Metrics - What's the Holdup?." In Electronic Commerce: Concepts, Methodologies, Tools, and Applications, edited by Annie Becker, 1679-1685. Hershey, PA: IGI Global, 2008. https://doi.org/10.4018/978-1-59904-943-4.ch132
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