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Mapping Customer Relationship Management Research in Higher Education: Trends and Future Directions

Author

Listed:
  • Fithriyyah Shalihati

    (School of Business, IPB University, Bogor 16128, Indonesia)

  • Ujang Sumarwan

    (School of Business, IPB University, Bogor 16128, Indonesia)

  • Hartoyo Hartoyo

    (School of Business, IPB University, Bogor 16128, Indonesia)

  • Lilik Noor Yuliati

    (Department of Family and Consumer Sciences, Faculty of Human Ecology, IPB University, Bogor 16680, Indonesia)

Abstract

Customer relationship management (CRM) has become a critical strategy for higher education institutions (HEIs) to enhance student engagement, institutional efficiency, and digital transformation. Despite its growing adoption, the evolution of CRM research in HEIs, including key contributors, dominant themes, and emerging trends, remains underexplored. This study conducts a bibliometric analysis of Scopus-indexed publications (2014–2024) to map the intellectual landscape of CRM research in higher education. Using Biblioshiny with Bibliometrix version 4.0 and VOSviewer version 1.6.20, this study analyzes publication trends, influential authors and institutions, keyword networks, and thematic developments. The findings indicate a transition from early research on service quality and academic reputation to advanced themes such as AI-driven CRM strategies, multi-channel communication, and social media analytics. While the United Kingdom, India, and Indonesia emerge as leading contributors, gaps persist in cross-cultural CRM applications, the integration of emerging technologies, and the development of standardized evaluation frameworks. This study contributes to CRM scholarship by mapping research trajectories, identifying underexplored areas, and offering actionable insights for future studies. It highlights the expanding role of CRM beyond student engagement, encompassing education quality, labor market, employment growth, technological progress and AI-driven decision-making. These findings emphasize the need for interdisciplinary approaches and robust academic performance to maximize CRM’s strategic potential in higher education.

Suggested Citation

  • Fithriyyah Shalihati & Ujang Sumarwan & Hartoyo Hartoyo & Lilik Noor Yuliati, 2025. "Mapping Customer Relationship Management Research in Higher Education: Trends and Future Directions," Administrative Sciences, MDPI, vol. 15(2), pages 1-21, February.
    • Handle: RePEc:gam:jadmsc:v:15:y:2025:i:2:p:68-:d:1594718
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    References listed on IDEAS

    as
    1. Syed Asim Shah & Muhammad Haroon Shoukat & Muhammad Shakil Ahmad & Bilal Khan, 2024. "Role of social media technologies and customer relationship management capabilities 2.0 in creating customer loyalty and university reputation," Journal of Marketing for Higher Education, Taylor & Francis Journals, vol. 34(1), pages 344-367, January.
    2. Asaduddin Abdullah & Arif Satria & Heti Mulyati & Yandra Arkeman & Dikky Indrawan, 2024. "Blockchain-Enabled Supply Chain Finance: A Bibliometric Review and Research Agenda," Administrative Sciences, MDPI, vol. 14(11), pages 1-20, November.
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