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27-08-2022

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

Authors: Minnu F. Pynadath, T. M. Rofin, Sam Thomas

Published in: Quality & Quantity | Issue 4/2023

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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.

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Title: Evolution of customer relationship management to data mining-based customer relationship management: a scientometric analysis
Authors: Minnu F. Pynadath
T. M. Rofin
Sam Thomas
Publication date: 27-08-2022
Publisher: Springer Netherlands
Published in: Quality & Quantity / Issue 4/2023
Print ISSN: 0033-5177
Electronic ISSN: 1573-7845
DOI: https://doi.org/10.1007/s11135-022-01500-y

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