Abstract:
This concept paper is a review of academic literature on Customer
Relationship Management (CRM) and provides a comprehensive
bibliography by seeing the development / usefulness of the definition about
CRM. Around two hundred and fifty online databases were searched and out
of which only fifty articles were found directly relevant to look into the
development of CRM definition. Further, it provides a comprehensive idea
developed on CRM from its populated period (1990s - 2010s). Identified
articles were classified into three periods 1990s, 2000s and 2010s. These
articles were reviewed independently to see the conceptual development of
the phrase CRM. Papers and researches on CRM fall on various categories
like, General, Marketing, Sales, Service and Support, IT and IS and further
number of sub-categories. Here, it is considered only general category related
papers which is very common among the research publications. It was found
how the CRM phrase considered and importance was given from its
populated period to 2010s.
