Isabelle da Silva Guimarães, Gustavo Nogueira de Sousa, Antônio Jacob Junior, Fábio Manoel França Lobato. Social CRM as a Business Strategy: Developing the Dynamic Capabilities of Micro and Small Businesses. In Witold Abramowicz, Sören Auer, Milena Strózyna, editors, Business Information Systems Workshops - BIS 2021 International Workshops, Virtual Event, June 14-17, 2021, Revised Selected Papers. Volume 444 of Lecture Notes in Business Information Processing, pages 161-173, Springer, 2021. [doi]
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