Author(s): Lalitha P S and Kiran Kumar Paidipati
The Electronic Customer Relationship Management (ECRM) has progressed and become a crucial business application, gradually making its impact felt over the years. It has become an essential requirement for effective business operations. In recent years, ECRM has evolved into a more customer-oriented application, focusing on fostering strong customer relationships. This study purposes to analyze the electronic customer relationships to customer experience in banking sector. The analysis includes the field of research, sources, affiliations, authors, and citations. To conduct this analysis, science mapping techniques and performance analysis were utilized with the help of Vos-Viewer Bibliometric software. A total of 327 publications indexed in the DIMENSIONS database between 2000 and 2023 August were extracted for this analysis. The bibliometric analysis revealed that the year 2001 had the highest number of citations in the publication, with 438 indexed in the Dimensions database. In contrast, 2001 had a significant rise of total number of citations with 574 citations only 5 indexed publications. The author Winer, Russell S. had the highest number of citations in article publications. The study helps in developing structured literature review among CRM and ECRM concepts in the banking sector.