Customer Relationship Management

Customer Relationship Management is a strategic management approach that integrates organizational practices, technologies, and customer data analytics to systematically manage and optimize customer relationships and interactions throughout the customer lifecycle.

13.6K

Publications

1.3M

Citations

22.9K

Authors

4.6K

Institutions

Publications per year

2017–2026

4.4K

Variants

Crm

Parents

MarketingMarketing Management

Children

Churn ManagementComplaint ManagementCustomer AcquisitionCustomer Data ManagementCustomer EngagementCustomer Experience ManagementCustomer Feedback ManagementCustomer Interaction ManagementCustomer Journey ManagementCustomer Loyalty

Publications

13.6K

The Commitment-Trust Theory of Relationship Marketing

Robert M. Morgan, Shelby D. Hunt · Journal of Marketing · 1994 · 17.4K citations

Business, Marketing, Marketing Management +10

The Commitment-Trust Theory of Relationship Marketing

Robert M. Morgan, Shelby D. Hunt · Journal of Marketing · 1994 · 10.6K citations

Business, Marketing, Marketing Management +10

Measuring Service Quality: A Reexamination and Extension

J. Joseph Cronin, Steven A. Taylor · Journal of Marketing · 1992 · 8.9K citations

Business, Marketing, Marketing Management +13

The Behavioral Consequences of Service Quality

Valarie A. Zeithaml, Leonard L. Berry, A. Parasuraman · Journal of Marketing · 1996 · 8.7K citations

Business, Marketing, Marketing Management +14

Whence Consumer Loyalty?

Richard L. Oliver · Journal of Marketing · 1999 · 6.9K citations

Business, Marketing, Marketing Management +10

1–5 of 13.6K

Authors

22.9K

PC
Peter C. Verhoef
University of Groningen, Netherlands
32 publications · 16.6K citations
29
h-index
AG
Anders Gustafsson
Karlstad University, Sweden
27 publications · 6.4K citations
26
h-index
DG
Dhruv Grewal
Babson College, United States
26 publications · 9.3K citations
25
h-index
LD
Linda D. Hollebeek
Tallinn University of Technology, Estonia
27 publications · 9.8K citations
25
h-index
RN
Ruth N. Bolton
Arizona State University, United States
25 publications · 15K citations
24
h-index

1–5 of 22.9K

Institutions

4.6K

1–8 of 4.6K

Venues

Journal of Marketing
JM · 187 publications · 179.1K citations
138
h-index
Journal of Business Research
JBR · 283 publications · 44.3K citations
108
h-index
Journal of Service Research
JSR · 176 publications · 43.4K citations
100
h-index
Journal of Services Marketing
287 publications · 33.6K citations
98
h-index
Journal of the Academy of Marketing Science
147 publications · 63.9K citations
96
h-index

1–5

See also Customer Relationship Management
Core Processes	Marketing Management Sales Management Customer Retention Customer Acquisition Complaint Handling Marketing Automation Customer Feedback Management Service Management
Technological Infrastructure	Artificial Intelligence Big Data Analytics Cloud Computing Marketing Automation Collaborative Technologies Systems Integration Process Automation
Customer Analytics	Data Mining Predictive Analytics Customer Segmentation Big Data Analytics Customer Churn Prediction Association Rule Mining Rfm Analysis K-means Clustering Clustering Customer Lifetime Value Prediction Neural Networks Random Forests
Implementation Strategies	Project Management Organizational Learning Employee Engagement Process Orientation
Performance Metrics	Customer Satisfaction Customer Retention Customer Lifetime Value Customer Acquisition Sales Effectiveness Marketing Efficiency Return On Investment Customer Expansion