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Evolution of customer relationship management to data mining-based customer relationship management: a scientometric analysis

Author

Listed:
  • Minnu F. Pynadath

    (Rajagiri Business School Kakkanad
    Rajagiri College of Social Sciences (Autonomous))

  • T. M. Rofin

    (National Institute of Industrial Engineering (NITIE))

  • Sam Thomas

    (Cochin University of Science and Technology)

Abstract

Scores of researchers have paid attention to empirical and conceptual dimensions of Customer relationship management (CRM). A few studies summarise the research output of CRM focusing on a specific industry. Nevertheless, there is scant literature summarising the research output of CRM in contrast to the data mining-based CRM. This study presents a scientometric analysis that evaluates CRM research output with a special focus on data mining-based CRM. Bibliometric data were extracted for the period 2000–2020 from the Web of Science database to apply descriptive analysis and scientometric analysis to obtain the bibliometric profile of CRM research. Further, we generated the conceptual structure map using multiple correspondence analysis and clustering for CRM and data mining-based CRM research fields. Interestingly, the analysis revealed that the future trendfi of CRM research would be based on techniques associated with machine learning and artificial intelligence. The study provides extensive insight into the basic structure of the CRM and data mining-based CRM research domain and identifies future research areas.

Suggested Citation

  • Minnu F. Pynadath & T. M. Rofin & Sam Thomas, 2023. "Evolution of customer relationship management to data mining-based customer relationship management: a scientometric analysis," Quality & Quantity: International Journal of Methodology, Springer, vol. 57(4), pages 3241-3272, August.
    • Handle: RePEc:spr:qualqt:v:57:y:2023:i:4:d:10.1007_s11135-022-01500-y
    DOI: 10.1007/s11135-022-01500-y
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