MLA
Batista, Luciano C. "CRM Practices and Resources for the Development of Customer-Focused Multinational Organizations." Strategic Knowledge Management in Multinational Organizations, edited by Kevin O'Sullivan, IGI Global, 2008, pp. 227-255. https://doi.org/10.4018/978-1-59904-630-3.ch016
APA
Batista, L. C. (2008). CRM Practices and Resources for the Development of Customer-Focused Multinational Organizations. In K. O'Sullivan (Ed.), Strategic Knowledge Management in Multinational Organizations (pp. 227-255). IGI Global. https://doi.org/10.4018/978-1-59904-630-3.ch016
Chicago
Batista, Luciano C. "CRM Practices and Resources for the Development of Customer-Focused Multinational Organizations." In Strategic Knowledge Management in Multinational Organizations, edited by Kevin O'Sullivan, 227-255. Hershey, PA: IGI Global, 2008. https://doi.org/10.4018/978-1-59904-630-3.ch016
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