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October 2, 2025West Science Business and ManagementOpen Access

Customer Relationship Management (CRM) in Modern Retail: A Bibliometric Study

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Authors

LJLoso Judijanto

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Overview

Bibliometric analysis reveals CRM's evolution in retail, emphasizing trends in digital transformation and customer satisfaction.

Key Points

  • The research identifies emerging themes in CRM, including digital transformation and artificial intelligence.
  • Analysis from 2000 to 2025 reveals key contributors to CRM literature, notably the US, UK, and India.
  • A bibliometric approach using VOSviewer mapped co-authorship and keyword patterns in CRM research.
  • The findings suggest integrating advanced analytics could enhance CRM practices and competitive advantage.

Cite This Study

Loso Judijanto (2025) studied this question.

synapsesocial.com/papers/68de84bf5b556a9128e1bbb5https://doi.org/10.58812/wsbm.v3i03.2276
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