{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2024,9,5]],"date-time":"2024-09-05T20:08:08Z","timestamp":1725566888910},"publisher-location":"Berlin, Heidelberg","reference-count":11,"publisher":"Springer Berlin Heidelberg","isbn-type":[{"type":"print","value":"9783642163234"},{"type":"electronic","value":"9783642163241"}],"license":[{"start":{"date-parts":[[2010,1,1]],"date-time":"2010-01-01T00:00:00Z","timestamp":1262304000000},"content-version":"unspecified","delay-in-days":0,"URL":"http:\/\/www.springer.com\/tdm"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2010]]},"DOI":"10.1007\/978-3-642-16324-1_39","type":"book-chapter","created":{"date-parts":[[2010,9,27]],"date-time":"2010-09-27T06:17:09Z","timestamp":1285568229000},"page":"353-358","source":"Crossref","is-referenced-by-count":1,"title":["Customer Relationship Management Systems \u2013 Why Many Large Companies Do Not Have Them?"],"prefix":"10.1007","author":[{"given":"Manuela","family":"Cunha","sequence":"first","affiliation":[]},{"given":"Jo\u00e3o","family":"Varaj\u00e3o","sequence":"additional","affiliation":[]},{"given":"Daniela","family":"Santana","sequence":"additional","affiliation":[]},{"given":"Isabel","family":"Bentes","sequence":"additional","affiliation":[]}],"member":"297","reference":[{"unstructured":"Bretzke, M.: Marketing de Relacionamento e Competi\u00e7\u00e3o em tempo real: com CRM, S\u00e3o Paulo, Editora Atlas (2000)","key":"39_CR1"},{"issue":"1","key":"39_CR2","first-page":"32","volume":"6","author":"J.O. Chan","year":"2005","unstructured":"Chan, J.O.: Toward a Unified View of Customer Relationship Management. Journal of American Academy of Business, Cambridge\u00a06(1), 32\u201338 (2005)","journal-title":"Journal of American Academy of Business, Cambridge"},{"unstructured":"Dominguez, S.V.: O valor Percebido como Elemento Estrat\u00e9gico para obter a Lealdade dos clientes. Caderno de Pesquisas em Administra\u00e7\u00e3o, S\u00e3o Paulo\u00a07(4), Out.\/Dez (2000)","key":"39_CR3"},{"issue":"2","key":"39_CR4","first-page":"102","volume":"9","author":"M. Hughes","year":"2002","unstructured":"Hughes, M.: The Mirage of CRM. Journal of Database Marketing\u00a09(2), 102\u2013104 (2002)","journal-title":"Journal of Database Marketing"},{"key":"39_CR5","volume-title":"Administra\u00e7\u00e3o de marketing: a edi\u00e7\u00e3o do novo mil\u00e9nio","author":"P. Kotler","year":"2000","unstructured":"Kotler, P.: Administra\u00e7\u00e3o de marketing: a edi\u00e7\u00e3o do novo mil\u00e9nio. Prentice Hall, S\u00e3o Paulo (2000)"},{"unstructured":"Martinelli, C.d.S.: Implementa\u00e7\u00e3o da Estrat\u00e9gia de CRM: estudo de caso de uma pequena empresa, S\u00e3o Paulo UNICAMP, Disserta\u00e7\u00e3o da Universidade Estadual de Campinas (2003)","key":"39_CR6"},{"unstructured":"Peppers, D., Rogers., M.: Marketing Um a Um, S\u00e3o Paulo, 3rd edn. Campus (2004)","key":"39_CR7"},{"unstructured":"Rust, T., Zeithaml, V., Lemon, K.: O valor do cliente. O modelo que est\u00e1 formulando a estrat\u00e9gia, Porto Alegre (2001)","key":"39_CR8"},{"unstructured":"Shang, S., Chen, C.-H.: Human Processes in Customer Relationship Management. In: Proceedings of 11th Pacific Asia Conference on Information systems (PACIS 2007), Auckland, New Zeland, July 3-6 (2007)","key":"39_CR9"},{"unstructured":"Tachizawa, T., Scaico, O.: Organiza\u00e7\u00e3o flex\u00edvel: qualidade na gest\u00e3o por Processo. S\u00e3o Paulo, Ed. Atlas. 335 (1997)","key":"39_CR10"},{"unstructured":"Zenone, L.C.: Gest\u00e3o do Relacionamento com o cliente e a Competitividade Empresarial. CRM, Novatec, 32 (2007)","key":"39_CR11"}],"container-title":["Communications in Computer and Information Science","Organizational, Business, and Technological Aspects of the Knowledge Society"],"original-title":[],"link":[{"URL":"http:\/\/link.springer.com\/content\/pdf\/10.1007\/978-3-642-16324-1_39","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2019,3,21]],"date-time":"2019-03-21T01:51:20Z","timestamp":1553133080000},"score":1,"resource":{"primary":{"URL":"http:\/\/link.springer.com\/10.1007\/978-3-642-16324-1_39"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2010]]},"ISBN":["9783642163234","9783642163241"],"references-count":11,"URL":"https:\/\/doi.org\/10.1007\/978-3-642-16324-1_39","relation":{},"ISSN":["1865-0929","1865-0937"],"issn-type":[{"type":"print","value":"1865-0929"},{"type":"electronic","value":"1865-0937"}],"subject":[],"published":{"date-parts":[[2010]]}}}