Title: Customer relationship management (CRM): a bibliometric analysis

Authors: Vicente Guerola-Navarro; Raul Oltra-Badenes; Hermenegildo Gil-Gomez; Jose-Antonio Gil-Gomez

Addresses: Department of Business Organisation, Universitat Politècnica de València, Valencia, 46022, Spain ' Department of Business Organisation, Universitat Politècnica de València, Valencia, 46022, Spain ' Department of Business Organisation, Universitat Politècnica de València, Valencia, 46022, Spain ' Department of Computing Engineering, Universitat Politècnica de València, Valencia, Spain

Abstract: This is a bibliometric study of the publications about customer relationship management (CRM), as one of the nowadays most implemented and extended enterprise management software. The objective of this paper is twofold: on the one hand to analyse the impact and focus of influence of the different authors and entities that have been researching on CRM, and secondly to determine (based on the results of the bibliometric study of the publications on CRM) if it may be of interest to investigate and deepen the benefits and impact on CRM results as a modern and leading enterprise management solution. Bibliometrics is a fundamental field of information science that studies bibliographic material quantitatively. This study presents a bibliometric overview of CRM research using the web of science database, identifying the most prolific and influential journals, authors, institutions and countries, considering the period since 1900-2017.

Keywords: CRM; customer relationship management; business intelligence; marketing; customer service; services; sales force automation.

DOI: 10.1504/IJSOI.2020.108988

International Journal of Services Operations and Informatics, 2020 Vol.10 No.3, pp.242 - 268

Received: 20 Jan 2020
Accepted: 01 Feb 2020
Published online: 13 Aug 2020 *

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