Progression of Customer Relationship Management 2010–2023: A Bibliometric Analysis

Abstract

The Customer Relationship Management (CRM) 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. CRM in recent years emerged as, a more Business and customer-oriented application. This study aims to analyze the relevance of 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 1,940 Publications between 2010 and 2023 that are indexed in the SCOPUS database. The Bibliometric analysis denotes that 2010 was the year with a maximum of 144 publications indexed in the Scopus Database and 2023 had a dip at only 105 indexing. Author Smith, A.D. with 23 articles publications. The countries that participated the most are the United States of America followed by India and United kingdom. 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 Hong Kong Polytechnic University followed by Robert Morris University in Pennsylvania and Georgia State University. The research significantly shows the progress and impact all over the world and is not restricted to any specific industry.