Toriani, Silvana, and Maria Terezinha Angeloni. “CRM As a Support for Knowledge Management and Customer Relationship”. Journal of Information Systems and Technology Management 8, no. 1 (May 13, 2011): 87–108. Accessed March 13, 2025. https://jistem.tecsi.org/index.php/jistem/article/view/10.4301%252FS1807-17752011000100005.