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Determining technology trends and forecasts of CRM through a historical review and bibliometric analysis of data from 1991 to 2005

Author

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  • ChiaCheng Chao
  • WenYuan Jen
  • YanPing Chi
  • Binshan Lin

Abstract

Customer Relationship Management (CRM) has been identified as one of the greatest technological contributions to enterprises in the 21st century. This technology surged into the market rapidly. More and more enterprises are applying CRM to improve efficiency of operation and gain competitive advantage. In light of the awareness of the CRM trend's contribution, a historical review and bibliometric methods are applied in this research. CRM is examined using the bibliometric analysis technique on SCI and SSCI journals from 1991 to 2005. Also, the historical review method was applied to analyse CRM innovation, organisations' adoption, and diffusion. Moreover, from retrospective analysis findings, business, the health industry and privacy are the major trends and issues of adoption by enterprises. Furthermore, the contribution of CRM and forecast of the technology trend are also analysed. CRM will diffuse and be assimilated into our daily lives in the near future.

Suggested Citation

  • ChiaCheng Chao & WenYuan Jen & YanPing Chi & Binshan Lin, 2007. "Determining technology trends and forecasts of CRM through a historical review and bibliometric analysis of data from 1991 to 2005," International Journal of Management and Enterprise Development, Inderscience Enterprises Ltd, vol. 4(4), pages 415-427.
    • Handle: RePEc:ids:ijmede:v:4:y:2007:i:4:p:415-427
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    Cited by:

    1. Dabić, Marina & Marzi, Giacomo & Vlačić, Božidar & Daim, Tugrul U. & Vanhaverbeke, Wim, 2021. "40 years of excellence: An overview of Technovation and a roadmap for future research," Technovation, Elsevier, vol. 106(C).
    2. Drago, Carlo & Gatto, Andrea & Ruggeri, Matteo, 2023. "Telemedicine as technoinnovation to tackle COVID-19: A bibliometric analysis," Technovation, Elsevier, vol. 120(C).
    3. Lingling Wang & Enjun Xia & Hao Li & Wei Wang, 2019. "A Bibliometric Analysis of Crowdsourcing in the Field of Public Health," IJERPH, MDPI, vol. 16(20), pages 1-14, October.
    4. Fosso Wamba, Samuel & Anand, Abhijith & Carter, Lemuria, 2013. "A literature review of RFID-enabled healthcare applications and issues," International Journal of Information Management, Elsevier, vol. 33(5), pages 875-891.
    5. Zhongqiu Liu & Yaolin Liu & Yangjie Guo & Hua Wang, 2013. "Progress in global parallel computing research: a bibliometric approach," Scientometrics, Springer;Akadémiai Kiadó, vol. 95(3), pages 967-983, June.
    6. Nayak, Bishwajit & Bhattacharyya, Som Sekhar & Krishnamoorthy, Bala, 2022. "Exploring the black box of competitive advantage – An integrated bibliometric and chronological literature review approach," Journal of Business Research, Elsevier, vol. 139(C), pages 964-982.
    7. Jiang, Hanchen & Qiang, Maoshan & Fan, Qixiang & Zhang, Mengqing, 2018. "Scientific research driven by large-scale infrastructure projects: A case study of the Three Gorges Project in China," Technological Forecasting and Social Change, Elsevier, vol. 134(C), pages 61-71.
    8. Adhiarna, Nyoman & Hwang, Yoon Min & Park, Min Jae & Rho, Jae Jeung, 2013. "An integrated framework for RFID adoption and diffusion with a stage-scale-scope cubicle model: A case of Indonesia," International Journal of Information Management, Elsevier, vol. 33(2), pages 378-389.
    9. Piskar Franka & Faganel Armand, 2009. "A Successful CRM Implementation Project in a Service Company: Case Study," Organizacija, Sciendo, vol. 42(5), pages 199-208, September.
    10. Pantano, Eleonora & Priporas, Constantinos-Vasilios & Stylos, Nikolaos, 2018. "Knowledge Push Curve (KPC) in retailing: Evidence from patented innovations analysis affecting retailers' competitiveness," Journal of Retailing and Consumer Services, Elsevier, vol. 44(C), pages 150-160.

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