MLA
Batista, Luciano C. "CRM Practices and Resources for the Development of Customer-Focused Multinational Organizations." Strategic Information Systems: Concepts, Methodologies, Tools, and Applications, edited by M. Gordon Hunter, IGI Global, 2010, pp. 1142-1170. https://doi.org/10.4018/978-1-60566-677-8.ch075
APA
Batista, L. C. (2010). CRM Practices and Resources for the Development of Customer-Focused Multinational Organizations. In M. Hunter (Ed.), Strategic Information Systems: Concepts, Methodologies, Tools, and Applications (pp. 1142-1170). IGI Global. https://doi.org/10.4018/978-1-60566-677-8.ch075
Chicago
Batista, Luciano C. "CRM Practices and Resources for the Development of Customer-Focused Multinational Organizations." In Strategic Information Systems: Concepts, Methodologies, Tools, and Applications, edited by M. Gordon Hunter, 1142-1170. Hershey, PA: IGI Global, 2010. https://doi.org/10.4018/978-1-60566-677-8.ch075
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