@inproceedings{cisuc-1328-2006,
author={Gonçalves, M.d.F.L.F. },
title={Customer's behaviour knowledge to better practices of CRM},
booktitle={ICICKM 2006  :  3rd International Conference on Intellectual Capital, Knowledge Management and Organisational Learning},
volume={1},
year=2006,
address={n/a},
}