Progression of Electronic Customer Relationship Management 2000–2022: A Bibliometric Analysis

Abstract

The Electronic Customer Relationship Management (ECRM) 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. ECRM in recent years emerged as, a more Business and customer-oriented application. This study aims to analyze the relevance of Electronic 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 1,687 Publications between 2000 and 2022 that are indexed in the SCOPUS database. The Bibliometric analysis denotes that 2004 was the year with a maximum of 114 publications indexed in the Scopus Database and 2018 had a huge dip at only 40 indexing. Author Fjermestad, with 19 articles publications.