@article{pedron_saccol_2009,  title={What lies behind the concept of customer relationship management? Discussing the essence of CRM through a phenomenological approach},  volume={6},  ISSN={1807-7692},  url={https://doi.org/10.1590/S1807-76922009000100004},  DOI={10.1590/S1807-76922009000100004},  number={1},  journal={BAR - Brazilian Administration Review},  publisher={ANPAD - Associação Nacional de Pós-Graduação e Pesquisa em Administração},  author={Pedron, Cristiane Drebes and Saccol, Amarolinda Zanela},  year={2009},  month={Jan},  pages={34–49} }