PEDRON, Cristiane Drebes; SACCOL, Amarolinda Zanela. What lies behind the concept of customer relationship management? Discussing the essence of CRM through a phenomenological approach. Brazilian Administration Review, [S. l.], v. 6, n. 1, p. 34–49, 2008. DOI: 10.1590/S1807-76922009000100004. Disponível em: https://bar.anpad.org.br/index.php/bar/article/view/87. Acesso em: 7 feb. 2026.