@article{rigo_pedron_caldeira_araújo_2016,  title={CRM ADOPTION IN A HIGHER EDUCATION INSTITUTION},  volume={13},  ISSN={1807-1775},  url={https://doi.org/10.4301/S1807-17752016000100003},  DOI={10.4301/S1807-17752016000100003},  number={1},  journal={JISTEM - Journal of Information Systems and Technology Management},  publisher={TECSI Laboratório de Tecnologia e Sistemas de Informação - FEA/USP},  author={Rigo, Guy-Emmanuel and Pedron, Cristiane Drebes and Caldeira, Mário and Araújo, Cíntia Cristina Silva de},  year={2016},  month={Jan},  pages={45–60} }