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How customer relationship management improves sustainable business strategy: a bibliometric analysis

N.A. Nuryakin & Lalu Supardin

International Journal of Electronic Customer Relationship Management2026https://doi.org/10.1504/ijecrm.2026.152098article
ABDC C
Weight
0.50

What the paper says

This study evaluates the relevance, thematic distribution, theoretical grounding, and future trajectory of customer relationship management (CRM) research using a bibliometric analysis of Scopus-indexed publications from 2014-2024. Data were extracted using the keyword 'customer relationship management' and analysed on January 30, 2025. Scopus was selected due to its credibility, stringent peer-review standards, and broad publisher coverage. The results confirm that CRM remains a strategically important research domain, with a clear upward trend in publications, particularly those integrating digital technologies, artificial intelligence, and customer experience management. Dominant theoretical lenses include the resource-based view, relationship marketing theory, and social exchange theory. However, a clear gap persists in CRM studies focusing on SMEs, developing economies, and longitudinal or comparative designs. Methodologically, the reliance on a single database represents a limitation. Future research should integrate multiple databases, apply advanced bibliometric tools, and explore the nexus between CRM.

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https://doi.org/https://doi.org/10.1504/ijecrm.2026.152098

Or copy a formatted citation

@article{n.a.2026,
  title        = {{How customer relationship management improves sustainable business strategy: a bibliometric analysis}},
  author       = {N.A. Nuryakin & Lalu Supardin},
  journal      = {International Journal of Electronic Customer Relationship Management},
  year         = {2026},
  doi          = {https://doi.org/https://doi.org/10.1504/ijecrm.2026.152098},
}

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Evidence weight

0.50

Balanced mode · F 0.40 / M 0.15 / V 0.05 / R 0.40

F · citation impact0.50 × 0.4 = 0.20
M · momentum0.50 × 0.15 = 0.07
V · venue signal0.50 × 0.05 = 0.03
R · text relevance †0.50 × 0.4 = 0.20

† Text relevance is estimated at 0.50 on the detail page — for your query’s actual relevance score, open this paper from a search result.