A Bibliometric: e-CRM Business Review

Abstract

Creating value for the customer is the model and soul purpose for a business. Business companies need to understand how to please customers by meeting their needs. The ability of e-CRM enable companies to help manage their relationship with their customers through electronic media and or the internet. This research aims to review the main contributions in the e-CRM field using the bibliometric approach. VOSviewer software is used to map the research trend. Research related to banking, tourism, and SMEs becomes the dominant research area. Exploration related to e-CRM has the potential for future research development as internet customers are increasingly growing.