A Bibliographic Review to Identify Trend Topics and Sustainability of Customer Relationship Management Strategies

References

• Al Jarrah, M. A., Alomari, G. I., Alhawari, S. F., & Serhan, M. A. (2020). Building a conceptual model for E-CRM implementation strategy. International Journal of Academic Research in Business in Social Sciences, 10(1), 180–195.
   Google Scholar
• Amalnick, M. S., & Zadeh, S. A. (2017). Concurrent evaluation of customer relationship management and organizational excellence: An empirical study. Performance Improvement Quarterly, 30(1), 55–88. https://doi.org/10.1002/piq.21240
   Web of Science ®Google Scholar
• Ang, L., & Buttle, F. (2006). Customer retention management processes: A quantitative study. European Journal of Marketing, 40(1/2), 83–99. https://doi.org/10.1108/03090560610637329
   Web of Science ®Google Scholar
• Araújo, C. C. S. D., Pedron, C. D., & Picoto, W. N. (2018). What’s behind CRM research? A bibliometric analysis of publications in the CRM research field. Journal of Relationship Marketing, 17(1), 29–51. https://doi.org/10.1080/15332667.2018.1440139
   Google Scholar
• Aria, M., & Cuccullo, C. (2017). https://www.bibliometrix.org/home/index.php/layout/bibliometrix
   Google Scholar
• Askool, S. S., & Nakata, K. (2010, June). Scoping study to identify factors influencing the acceptance of social CRM [Paper presentation]. 2010 IEEE International Conference on Management of Innovation & Technology (pp. 1055–1060). IEEE. https://doi.org/10.1109/ICMIT.2010.5492888
   Google Scholar
• Cakici, A. C., Akgunduz, Y., & Yildirim, O. (2019). The impact of perceived price justice and satisfaction on loyalty: The mediating effect of revisit intention. Tourism Review, 74(3), 443–462. https://doi.org/10.1108/TR-02-2018-0025
   Web of Science ®Google Scholar
• Chalmeta, R. (2006). Methodology for customer relationship management. Journal of Systems and Software, 79(7), 1015–1024. https://doi.org/10.1016/j.jss.2005.10.018
   Web of Science ®Google Scholar
• Chen, I. J., & Popovich, K. (2003). Understanding customer relationship management (CRM): People, process and technology. Business Process Management Journal, 9(5), 672–688. https://doi.org/10.1108/14637150310496758
   Google Scholar
• Cuccurullo, C., Aria, M., & Sarto, F. (2016). Foundations and trends in performance management. A twenty-five years bibliometric analysis in business and public administration domains. Scientometrics, 108(2), 595–611. https://doi.org/10.1007/s11192-016-1948-8
   Web of Science ®Google Scholar
• Customer relationship management: A holistic approach. (2018). Information Processing & Management, 54(5), 818–846.
   Web of Science ®Google Scholar
• Dastane, D. O. (2020). Impact of digital marketing on online purchase intention: Mediation effect of customer relationship management. Journal of Asian Business Strategy, 10(1), 142–158. https://doi.org/10.18488/journal.1006.2020.101.142.158
   Google Scholar
• Dzogbenuku, R. K., & Keelson, S. A. (2019). Marketing and entrepreneurial success in emerging markets: The nexus. Asia Pacific Journal of Innovation and Entrepreneurship, 13(2), 168–187. https://doi.org/10.1108/APJIE-12-2018-0072
   Web of Science ®Google Scholar
• Ellegaard, O., & Wallin, J. A. (2015). The bibliometric analysis of scholarly production: How great is the impact? Scientometrics, 105(3), 1809–1831. https://doi.org/10.1007/s11192-015-1645-z
   PubMed Web of Science ®Google Scholar
• Fatmawati, I., Nuryakin, N. A., & Siriyota, K. (2021). The mediating effect of marketing capability in the relationship between CRM on business performance in Indonesia and Thailand service industry. International Journal of Electronic Customer Relationship Management, 13(2), 99–116. https://doi.org/10.1504/IJECRM.2021.120343
   Google Scholar
• Greenacre, M., & Blasius, J. (Eds.) (2006). Multiple correspondence analysis and related methods. CRC Press.
   Google Scholar
• Guerola-Navarro, V., Oltra-Badenes, R., Gil-Gomez, H., & Gil-Gomez, J. A. (2020). Customer relationship management (CRM): A bibliometric analysis. International Journal of Services Operations and Informatics, 10(3), 242–268. https://doi.org/10.1504/IJSOI.2020.108988
   Google Scholar
• Harrigan, P., Miles, M. P., Fang, Y., & Roy, S. K. (2020). The role of social media in the engagement and information processes of social CRM. International Journal of Information Management, 54, 102151. https://doi.org/10.1016/j.ijinfomgt.2020.102151
   Web of Science ®Google Scholar
• Hartshorne, D. (2023). https://monday.com/blog/teamwork/crm-strategy-why-you-need-it-and-how-to-create-one/#:
   Google Scholar
• Hashemi-Pour, C. (2023a). https://www.infoentrepreneurs.org/en/guides/customer-relationship-management/
   Google Scholar
• Hashemi-Pour, C. (2023b). Chamber of Commerce of Metropolitan Montreal. https://www.techtarget.com/searchcustomerexperience/definition/CRM-customer-relationship-management#:∼:text=CRM%20(customer%20relationship%20management)%20is,retention%20and%20drive%20sales%20growth.
   Google Scholar
• Hassan, R. S., Nawaz, A., Lashari, M. N., & Zafar, F. (2015). Effect of customer relationship management on customer satisfaction. Procedia Economics and Finance, 23, 563–567. https://doi.org/10.1016/S2212-5671(15)00513-4
   Google Scholar
• Hong-Kit Yim, F., Anderson, R. E., & Swaminathan, S. (2004). Customer relationship management: Its dimensions and effect on customer outcomes. Journal of Personal Selling & Sales Management, 24(4), 263–278.
   Google Scholar
• Jain, A., & Kanhangad, V. (2018). Human activity classification in smartphones using accelerometer and gyroscope sensors. IEEE Sensors Journal, 18(3), 1169–1177. https://doi.org/10.1109/JSEN.2017.2782492
   Web of Science ®Google Scholar
• Kampani, N., & Jhamb, D. (2020). Analyzing the role of e-crm in managing customer relations: A critical review of the literature. Journal of Critical Review, 7(4), 221–226.
   Google Scholar
• Kanti, D. S. (2012). Customer’s perception’s on crm practices in Indian banking sector: An empirical analysis. Asian Journal of Research in Business Economics and Management, 2(10), 235–258.
   Google Scholar
• Lee, N. R., & Kotler, P. (2011). Social marketing: Influencing behaviors for good. SAGE Publications.
   Google Scholar
• Nguyen, T. H., Sherif, J. S., & Newby, M. (2007). Strategies for successful CRM implementation. Information Management & Computer Security, 15(2), 102–115. https://doi.org/10.1108/09685220710748001
   Google Scholar
• Parvatiyar, A., & Sheth, J. N. (2001). Customer relationship management: Emerging practice, process, and discipline. Journal of Economic & Social Research, 3(2), 1–34.
   Google Scholar
• Payne, A., & Frow, P. (2005). A strategic framework for customer relationship management. Journal of Marketing, 69(4), 167–176. https://doi.org/10.1509/jmkg.2005.69.4.167
   Web of Science ®Google Scholar
• Pedron, C. D., & Saccol, A. Z. (2009). What lies behind the concept of customer relationship management? Discussing the essence of CRM through a phenomenological approach. BAR—Brazilian Administration Review, 6(1), 34–49. https://doi.org/10.1590/S1807-76922009000100004
   Google Scholar
• R foundation for statistical computing. (2022). https://posit.co/download/rstudio-desktop
   Google Scholar
• Roberts, L. M. (2005). Changing faces: Professional image construction in diverse organizational settings. Academy of Management Review, 30(4), 685–711.
   Google Scholar
• Sofi, M. R., & Hakim, I. A. (2018). Customer relationship management as tool to enhance competitive effectiveness: Model revisited. FIIB Business Review, 7(3), 201–215. https://doi.org/10.1177/2319714518798410
   Google Scholar
• Thompson, D. F., & Walker, C. K. (2015). A descriptive and historical review of bibliometrics with applications to medical sciences. Pharmacotherapy, 35(6), 551–559. https://doi.org/10.1002/phar.1586
   PubMed Web of Science ®Google Scholar
• Umarani, R., Priya, T. S., Mahato, A. P., Shaikh, I. A. K., Shankar, R., & Sumitha, K. (2022). A literature review on customer relationship management. Specialusis Ugdymas, 1(43), 8448–8458.
   Google Scholar
• Waweru, B., & Karihe, J. (2021). Effect of customer relationship management strategies on performance of medium enterprises. Journal of Business and Strategic Management, 6(2), 63–83. https://doi.org/10.47941/jbsm.683
   Google Scholar
• Zielsdorff, C., McGinnis, C., Daim, T., & Basoglu, N. (2010). Enterprise resource planning (ERP) selection for a medical devices manufacturing company. International Journal of Business Information Systems, 6(2), 265–293. https://doi.org/10.1504/IJBIS.2010.034357
   Google Scholar