Pedron, Cristiane Drebes, and Amarolinda Zanela Saccol. “What Lies Behind the Concept of Customer Relationship Management? Discussing the Essence of CRM through a Phenomenological Approach”. Brazilian Administration Review 6, no. 1 (December 17, 2008): 34-49. Accessed December 8, 2025. https://bar.anpad.org.br/index.php/bar/article/view/87.