TORIANI, Silvana; ANGELONI, Maria Terezinha. CRM as a Support for Knowledge Management and Customer Relationship. Journal of Information Systems and Technology Management, [S. l.], v. 8, n. 1, p. 87–108, 2011. DOI: 10.4301/s1807-17752011000100005. Disponível em: https://jistem.tecsi.org/index.php/jistem/article/view/10.4301%252FS1807-17752011000100005. Acesso em: 13 mar. 2025.