@article{benavent_villarmois_2006,  title={CRM, apprentissage et controle organisationnel},  volume={3},  ISSN={1807-1775},  url={https://doi.org/10.4301/S1807-17752006000200006},  DOI={10.4301/S1807-17752006000200006},  number={2},  journal={JISTEM - Journal of Information Systems and Technology Management},  publisher={TECSI Laboratório de Tecnologia e Sistemas de Informação - FEA/USP},  author={Benavent, Christophe and Villarmois, Olivier de la},  year={2006},  pages={193–210} }