Progression of Electronic Customer Relationship Management 2000–2022: A Bibliometric Analysis

S. Lokesh () and S. Vasantha ()
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S. Lokesh: Vels Institute of Science, Technology & Advanced Studies (VISTAS), School of Management Studies
S. Vasantha: Vels Institute of Science, Technology & Advanced Studies (VISTAS), School of Management Studies

A chapter in Proceedings of the International Conference on Emerging Trends in Business & Management (ICETBM 2023), 2023, pp 52-72 from Springer

Abstract: Abstract The Electronic Customer Relationship Management (ECRM) has evolved into a key business application, by gradually creating its impact over the years, where the organization made it one of the imperative requirements of effective Business operation. ECRM in recent years emerged as, a more Business and customer-oriented application. This study aims to analyze the relevance of Electronic Customer relationships concerning progress from Customer Relationship Management (CRM) in fields of Subject area, Countries that contributed to the field of research, Sources, affiliations, Authors, and funding sponsors. Science mapping techniques and performance analysis were applied in this process by Vos-Viewer Bibliometric software by extracting 1,687 Publications between 2000 and 2022 that are indexed in the SCOPUS database. The Bibliometric analysis denotes that 2004 was the year with a maximum of 114 publications indexed in the Scopus Database and 2018 had a huge dip at only 40 indexing. Author Fjermestad, with 19 articles publications. The countries that participated the most are the United States of America followed by China and Taiwan. Commendably China was the highest funding sponsor to be specific it’s from the National Natural Science Foundation of China. The research papers had major Affiliations from the New Jersey Institute of Technology followed by The University of Jordan and Robert Morris University in Pennsylvania. The research significantly shows the progress and impact all over the world and is not restricted to any specific industry. Assimilation of Social CRM indicated scope for further research on reviewing the articles.

Keywords: Customer Relationship Management (CRM); Electronic Customer Relationship Management (ECRM); Social Customer Relationship (Social CRM) (search for similar items in EconPapers)
Date: 2023
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DOI: 10.2991/978-94-6463-162-3_7

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