From CRM to social CRM: a bibliometric review and research agenda for consumer research

Perez-Vega, R. ORCID: https://orcid.org/0000-0003-1619-317X, Hopkinson, P. ORCID: https://orcid.org/0000-0002-8904-2156, Singhal, A. and Mariani, M. M. ORCID: https://orcid.org/0000-0002-7916-2576 (2022) From CRM to social CRM: a bibliometric review and research agenda for consumer research. Journal of Business Research, 151. pp. 1-16. ISSN 0148-2963 doi: 10.1016/j.jbusres.2022.06.028

Abstract/Summary

Contemporary perspectives on customer relationship management and the parent concept of customer management gathered momentum in the mid-1980 s and early 1990s. The advent of digital technologies, especially social media, have prompted a further evolution of the concept. As a result, today’s CRM systems must consider new measures, such as customer engagement and advocacy. Consequently, organisations’ social CRM activities and investments have consistently increased in part underpinned by the increased usage of these technologies by consumers. Through a systematic literature review and bibliometric analysis, we identify three main themes in which research in this area has focused on: (1) CRM and impact on performance, (2) social media capabilities and CRM, and (3) CRM processes and strategic use. We also identify future research avenues in the field derived from our analysis of the literature, emphasising the implications for consumer research.

Item Type	Article
URI	https://reading-clone.eprints-hosting.org/id/eprint/106568
Item Type	Article
Refereed	Yes
Divisions	Henley Business School > Leadership, Organisations, Behaviour and Reputation
Publisher	Elsevier
Download/View statistics	View download statistics for this item