• Browse All Articles
  • Newsletter Sign-Up

Marketing →

research paper in marketing management

  • 17 Jan 2024

Psychological Pricing Tactics to Fight the Inflation Blues

Inflation has slowed from the epic rates of 2021 and 2022, but many consumers still feel pinched. What will it take to encourage them to spend? Thoughtful pricing strategies that empower customers as they make purchasing decisions, says research by Elie Ofek.

research paper in marketing management

  • 05 Dec 2023
  • Cold Call Podcast

What Founders Get Wrong about Sales and Marketing

Which sales candidate is a startup’s ideal first hire? What marketing channels are best to invest in? How aggressively should an executive team align sales with customer success? Senior Lecturer Mark Roberge discusses how early-stage founders, sales leaders, and marketing executives can address these challenges as they grow their ventures in the case, “Entrepreneurial Sales and Marketing Vignettes.”

research paper in marketing management

Tommy Hilfiger’s Adaptive Clothing Line: Making Fashion Inclusive

In 2017, Tommy Hilfiger launched its adaptive fashion line to provide fashion apparel that aims to make dressing easier. By 2020, it was still a relatively unknown line in the U.S. and the Tommy Hilfiger team was continuing to learn more about how to serve these new customers. Should the team make adaptive clothing available beyond the U.S., or is a global expansion premature? Assistant Professor Elizabeth Keenan discusses the opportunities and challenges that accompanied the introduction of a new product line that effectively serves an entirely new customer while simultaneously starting a movement to provide fashion for all in the case, “Tommy Hilfiger Adaptive: Fashion for All.”

research paper in marketing management

  • Research & Ideas

Are Virtual Tours Still Worth It in Real Estate? Evidence from 75,000 Home Sales

Many real estate listings still feature videos and interactive tools that simulate the experience of walking through properties. But do they help homes sell faster? Research by Isamar Troncoso probes the post-pandemic value of virtual home tours.

research paper in marketing management

  • 17 Oct 2023

With Subscription Fatigue Setting In, Companies Need to Think Hard About Fees

Subscriptions are available for everything from dental floss to dog toys, but are consumers tiring of monthly fees? Elie Ofek says that subscription revenue can provide stability, but companies need to tread carefully or risk alienating customers.

research paper in marketing management

  • 29 Aug 2023

As Social Networks Get More Competitive, Which Ones Will Survive?

In early 2023, TikTok reached close to 1 billion users globally, placing it fourth behind the leading social networks: Facebook, YouTube, and Instagram. Meanwhile, competition in the market for videos had intensified. Can all four networks continue to attract audiences and creators? Felix Oberholzer-Gee discusses competition and imitation among social networks in his case “Hey, Insta & YouTube, Are You Watching TikTok?”

research paper in marketing management

  • 26 Jun 2023

Want to Leave a Lasting Impression on Customers? Don't Forget the (Proverbial) Fireworks

Some of the most successful customer experiences end with a bang. Julian De Freitas provides three tips to help businesses invest in the kind of memorable moments that will keep customers coming back.

research paper in marketing management

  • 31 May 2023

With Predictive Analytics, Companies Can Tap the Ultimate Opportunity: Customers’ Routines

Armed with more data than ever, many companies know what key customers need. But how many know exactly when they need it? An analysis of 2,000 ridesharing commuters by Eva Ascarza and colleagues shows what's possible for companies that can anticipate a customer's routine.

research paper in marketing management

  • 30 May 2023

Can AI Predict Whether Shoppers Would Pick Crest Over Colgate?

Is it the end of customer surveys? Definitely not, but research by Ayelet Israeli sheds light on the potential for generative AI to improve market research. But first, businesses will need to learn to harness the technology.

research paper in marketing management

  • 24 Apr 2023

What Does It Take to Build as Much Buzz as Booze? Inside the Epic Challenge of Cannabis-Infused Drinks

The market for cannabis products has exploded as more states legalize marijuana. But the path to success is rife with complexity as a case study about the beverage company Cann by Ayelet Israeli illustrates.

research paper in marketing management

  • 07 Apr 2023

When Celebrity ‘Crypto-Influencers’ Rake in Cash, Investors Lose Big

Kim Kardashian, Lindsay Lohan, and other entertainers have been accused of promoting crypto products on social media without disclosing conflicts. Research by Joseph Pacelli shows what can happen to eager investors who follow them.

research paper in marketing management

  • 10 Feb 2023

COVID-19 Lessons: Social Media Can Nudge More People to Get Vaccinated

Social networks have been criticized for spreading COVID-19 misinformation, but the platforms have also helped public health agencies spread the word on vaccines, says research by Michael Luca and colleagues. What does this mean for the next pandemic?

research paper in marketing management

  • 02 Feb 2023

Why We Still Need Twitter: How Social Media Holds Companies Accountable

Remember the viral video of the United passenger being removed from a plane? An analysis of Twitter activity and corporate misconduct by Jonas Heese and Joseph Pacelli reveals the power of social media to uncover questionable situations at companies.

research paper in marketing management

  • 06 Dec 2022

Latest Isn’t Always Greatest: Why Product Updates Capture Consumers

Consumers can't pass up a product update—even if there's no improvement. Research by Leslie John, Michael Norton, and Ximena Garcia-Rada illustrates the powerful allure of change. Are we really that naïve?

research paper in marketing management

  • 29 Nov 2022

How Much More Would Holiday Shoppers Pay to Wear Something Rare?

Economic worries will make pricing strategy even more critical this holiday season. Research by Chiara Farronato reveals the value that hip consumers see in hard-to-find products. Are companies simply making too many goods?

research paper in marketing management

  • 26 Oct 2022

How Paid Promos Take the Shine Off YouTube Stars (and Tips for Better Influencer Marketing)

Influencers aspire to turn "likes" into dollars through brand sponsorships, but these deals can erode their reputations, says research by Shunyuan Zhang. Marketers should seek out authentic voices on YouTube, not necessarily those with the most followers.

research paper in marketing management

  • 25 Oct 2022

Is Baseball Ready to Compete for the Next Generation of Fans?

With its slower pace and limited on-field action, major league baseball trails football in the US, basketball, and European soccer in revenue and popularity. Stephen Greyser discusses the state of "America's pastime."

research paper in marketing management

  • 18 Oct 2022

When Bias Creeps into AI, Managers Can Stop It by Asking the Right Questions

Even when companies actively try to prevent it, bias can sway algorithms and skew decision-making. Ayelet Israeli and Eva Ascarza offer a new approach to make artificial intelligence more accurate.

research paper in marketing management

  • 08 Aug 2022

Building an 'ARMY' of Fans: Marketing Lessons from K-Pop Sensation BTS

Few companies can boast a customer base as loyal and engaged as BTS fans. In a case study, Doug Chung shares what marketers can learn from the boyband's savvy use of social media and authentic connection with listeners.

research paper in marketing management

  • 30 Jun 2022

Peloton Changed the Exercise Game. Can the Company Push Through the Pain?

When COVID-19 closed gyms, seemingly everyone rushed to order a Peloton bike and claim a spot on the company's signature leader board. And then things quickly went downhill. A case study by Robert Dolan looks at the tough road the exercise equipment maker faces.

Marketing Management Research Paper Topics

Academic Writing Service

This page is designed to serve as a comprehensive guide to marketing management research paper topics , offering insights into various dimensions of marketing that are essential in today’s globalized business environment. It includes an exhaustive list of topics divided into categories, practical tips on choosing and writing on marketing management subjects, and an exclusive section dedicated to iResearchNet’s specialized writing services. Whether a student, academician, or professional, this guide aims to provide a resourceful pathway to explore the multifaceted world of marketing management research, emphasizing the need for empirical inquiry, analytical thinking, and innovative approaches.

100 Marketing Management Research Paper Topics

Marketing management is a diverse field encompassing various aspects of marketing, such as strategy, consumer behavior, product development, branding, and more. Below is a comprehensive list of marketing management research paper topics divided into 10 different categories, each containing 10 specific topics. These topics cater to different levels of complexity and interest and can be explored for detailed research.

Academic Writing, Editing, Proofreading, And Problem Solving Services

Get 10% off with 24start discount code, marketing strategies.

  • The Impact of Digital Marketing on Traditional Advertising Methods
  • An Analysis of Guerrilla Marketing Techniques in Small Businesses
  • The Role of Social Media in Influencing Consumer Behavior
  • Evaluating the Success of Viral Marketing Campaigns
  • Personalization in Marketing: Trends and Challenges
  • The Influence of Environmental Sustainability on Marketing Strategies
  • Brand Positioning and Differentiation Strategies
  • The Integration of Artificial Intelligence in Marketing Decision Making
  • B2B vs B2C Marketing Strategies: A Comparative Analysis
  • Ethical Considerations in Influencer Marketing

Consumer Behavior

  • The Psychology of Consumer Buying Behavior
  • Impact of Cultural Factors on Consumer Preferences
  • How Pricing Strategies Influence Consumer Choices
  • The Effect of Online Reviews on Consumer Purchase Decisions
  • Consumer Loyalty Programs and Their Impact on Retention
  • Generational Differences in Consumer Behavior
  • The Role of Emotions in Consumer Decision Making
  • Ethical Consumerism and its Influence on Purchasing Behavior
  • The Impact of Social Proof on Consumer Trust
  • Understanding the Impulse Buying Behavior in Retail Settings

Product Management

  • Product Life Cycle Analysis and Strategies
  • New Product Development Processes: A Case Study
  • The Role of Packaging in Product Perception
  • Product Line Extension vs Brand Extension: A Critical Evaluation
  • Managing Product Recalls Effectively
  • Pricing Strategies for New Product Launches
  • Role of Consumer Feedback in Product Improvement
  • The Impact of Quality Management on Product Success
  • Product Differentiation in Competitive Markets
  • Strategies for Managing Obsolete Products
  • Building Global Brands: Strategies and Challenges
  • The Role of Storytelling in Brand Building
  • Impact of Celebrity Endorsements on Brand Image
  • Rebranding Strategies and Their Impact on Consumer Perception
  • The Importance of Brand Equity and How to Measure It
  • Building Brand Loyalty Through Customer Engagement
  • Co-branding Strategies and Their Effectiveness
  • The Influence of Brand Personality on Consumer Preferences
  • Managing Brand Reputation in the Digital Age
  • The Role of Corporate Social Responsibility in Branding

Sales Management

  • The Art of Sales Forecasting: Methods and Accuracy
  • Sales Training Techniques and Their Effectiveness
  • Relationship Selling vs Transactional Selling
  • Sales Promotion Strategies and Their Impact on Revenue
  • The Role of Sales Automation Tools in Enhancing Performance
  • Managing Sales Territories for Optimal Performance
  • The Effect of Sales Incentives on Employee Motivation
  • Integrating Customer Relationship Management (CRM) in Sales
  • The Impact of Cross-Selling and Up-Selling Strategies
  • Ethical Considerations in Sales Management

Digital Marketing

  • Search Engine Optimization (SEO) Strategies
  • Effective Content Marketing for Online Engagement
  • Social Media Advertising: Trends and ROI Measurement
  • Email Marketing Best Practices for Conversion
  • The Role of Analytics in Digital Marketing
  • Influencer Marketing in the Age of Social Media
  • Mobile Marketing Strategies for Consumer Engagement
  • The Future of Virtual Reality in Digital Marketing
  • The Use of Big Data in Personalized Marketing
  • Ethical Considerations in Digital Advertising

International Marketing

  • Strategies for Entering Emerging Markets
  • Cultural Sensitivity in International Marketing
  • The Role of Global Marketing in Expanding Business Horizons
  • International Pricing Strategies and Currency Considerations
  • Managing International Marketing Partnerships and Alliances
  • The Effect of Political Factors on International Marketing
  • Standardization vs Localization in International Marketing
  • The Role of E-commerce in Global Marketing Strategies
  • Cross-Cultural Communication in International Business
  • The Impact of Globalization on Local Brands

Services Marketing

  • Quality Management in Service Delivery
  • Strategies for Enhancing Customer Satisfaction in Service Industries
  • The Role of Technology in Service Innovation
  • Marketing Strategies for Professional Services
  • Measuring Customer Expectations and Perceptions in Services Marketing
  • The Effect of Online Platforms on Service Distribution
  • Service Recovery Strategies and Customer Loyalty
  • The Role of Employee Training in Service Excellence
  • Relationship Marketing in Service Industries
  • Ethical Considerations in Healthcare Services Marketing

Retail and E-commerce

  • Omnichannel Retailing Strategies and Customer Experience
  • E-commerce Growth and the Future of Traditional Retail
  • The Role of Artificial Intelligence in E-commerce Personalization
  • Consumer Trust and Security in Online Shopping
  • Strategies for Reducing Shopping Cart Abandonment
  • Mobile Commerce Trends and Consumer Behavior
  • The Impact of E-commerce on Supply Chain Management
  • Social Commerce: Integrating Social Media and Online Sales
  • The Role of User Experience (UX) Design in E-commerce Success
  • Ethical Considerations in E-commerce Operations

Marketing Ethics and Social Responsibility

  • Ethical Challenges in Targeted Advertising
  • The Role of Green Marketing in Sustainable Development
  • Social Marketing Campaigns for Public Health
  • Corporate Social Responsibility (CSR) and Brand Image
  • Ethical Considerations in Market Research Practices
  • The Influence of Ethical Leadership on Marketing Strategies
  • The Impact of Fair Trade Practices on Consumer Perception
  • Social Responsibility in Alcohol and Tobacco Advertising
  • Ethical Considerations in Children’s Advertising
  • The Role of Ethics in Product Development and Testing

In conclusion, marketing management is an extensive and multifaceted field that encompasses a wide range of research topics. From strategies and branding to ethics and international considerations, there is a rich array of subjects that students and researchers can delve into. The above topics offer a starting point for insightful inquiry, practical applications, and critical evaluation. Whether you are aiming for academic excellence or professional development, these topics can help foster a deeper understanding of marketing management and its integral role in today’s dynamic business landscape.

Marketing Management and the Range of Research Paper Topics

Introduction to marketing management.

Marketing Management is a complex and dynamic field that lies at the heart of business operations. It involves the planning, execution, and monitoring of marketing strategies, tailored to meet customer needs and business goals. The success of any product or service in the market largely depends on the effectiveness of marketing management.

Key Principles and Concepts

  • Strategic Planning : Marketing management starts with the identification of target markets and the development of a marketing mix to satisfy consumers within that market. This includes the 4Ps of marketing: Product, Price, Place, and Promotion.
  • Consumer Behavior Understanding : It’s essential to understand consumer behavior to create strategies that resonate with the target audience. This includes demographics, psychographics, and behavioral aspects like needs, preferences, and purchase behavior.
  • Digital Marketing and Social Media : With the advent of the internet, digital marketing has become an indispensable tool. It includes SEO, content marketing, email marketing, social media marketing, and more.
  • Branding and Brand Management : Building a strong brand image is vital for long-term success. Branding strategies include creating a unique brand identity, consistent messaging, and managing customer perceptions.
  • Marketing Analytics and Metrics : Utilizing data and analytics helps in making informed decisions. Metrics such as customer lifetime value (CLTV), customer acquisition cost (CAC), and return on marketing investment (ROMI) are crucial.

Range and Depth of Research Paper Topics

The field of marketing management offers a plethora of research paper topics reflecting its multifaceted nature. Here are some broad categories:

  • Strategic Marketing Management : Topics here may include SWOT analysis, competitive strategies, market segmentation, and differentiation.
  • Digital Marketing and Social Media : Research on emerging digital marketing trends, social media strategies, influencer marketing, etc.
  • Consumer Behavior : This includes studying consumer buying habits, cultural influences on purchasing, customer satisfaction, and loyalty programs.
  • International Marketing Management : Topics related to global marketing strategies, cross-cultural communication, international branding, etc.
  • Marketing Analytics and Metrics : This covers data-driven marketing, predictive analytics, performance metrics, and big data in marketing.
  • Ethical Issues in Marketing : Exploring ethical considerations like deceptive advertising, privacy concerns, green marketing, and social responsibility.
  • Emerging Trends in Marketing Management : Investigating newer trends like AI in marketing, omnichannel marketing, virtual reality, personalized marketing, etc.

These categories provide students with various angles to approach marketing management, from traditional strategies to current technological advancements.

Marketing management, with its diverse and ever-changing landscape, offers a wealth of intriguing and challenging topics for research. Whether one is drawn to the more traditional aspects or the innovative, technology-driven facets, the opportunities for exploration and analysis are boundless.

Understanding marketing management is crucial for anyone venturing into the business world. It combines creativity with analytics, strategy with execution, and always keeps an eye on the changing tides of consumer behavior. For students, academics, and professionals alike, delving into this field can provide valuable insights and skills that are applicable across various domains and industries.

Through this article, we have touched upon the key concepts and principles, and explored the extensive range of research paper topics within the realm of marketing management. These concepts and topics not only form the basis of academic study but also act as foundational pillars for businesses aiming to thrive in today’s competitive marketplace.

How to Choose Marketing Management Research Paper Topics

Choosing the right research paper topic can be a daunting task, especially in a field as broad and dynamic as marketing management. A well-chosen topic can be the difference between a research paper that’s engaging and insightful, and one that falls flat. Here’s a comprehensive guide to help you choose the ideal marketing management research paper topic:

Selecting a research paper topic in marketing management is not merely about picking something that seems interesting. It’s about aligning the topic with your interests, the course requirements, the targeted audience, and the current trends in the field. Here’s how to navigate this complex decision-making process:

  • Identify Your Interests : Choose a topic that genuinely excites you. Whether it’s digital marketing or consumer behavior, aligning with your interests will make the research process more engaging.
  • Consider the Relevance : Make sure the topic is relevant to your course and the current landscape of marketing management. Trending topics like social media advertising or AI in marketing might be more appealing.
  • Check the Availability of Resources : Research the availability of credible sources on the topic. Libraries, academic journals, and online databases should have ample material for your chosen subject.
  • Assess the Complexity : Balance complexity with your level of expertise. A topic that’s too simple may lack depth, while something too complex might be overwhelming.
  • Align with Your Career Goals : If you have specific career goals in marketing, select a topic that adds value to your professional development.
  • Evaluate the Scope : Define the scope of your research. A too broad topic will lack focus, while a narrow topic might lack content.
  • Seek Guidance from Professors or Experts : Don’t hesitate to consult with professors or industry experts. They can provide insights that align with academic expectations and industry trends.
  • Consider Ethical Implications : If your topic involves sensitive issues like consumer privacy, ensure that you approach it with the necessary ethical considerations.
  • Analyze Existing Research : Look at existing research to identify gaps or areas for further exploration. Building on previous work can add depth to your paper.
  • Create a Preliminary Thesis Statement : Once you’ve narrowed down your topic, create a preliminary thesis statement. This will guide your research and keep you focused on specific aspects of the subject.

Choosing the right topic for a marketing management research paper is a critical step in the research process. It sets the tone for the entire project and can greatly influence the quality and relevance of the work. By following these tips and giving careful thought to aspects such as interest, relevance, complexity, scope, and ethics, you can select a topic that not only meets academic requirements but also resonates with your passions and professional aspirations.

Remember, the chosen topic is not just a subject of study but a chance to contribute to the field, offering insights or solutions to existing challenges. Engage with the process, explore various avenues, and you’ll find a topic that’s not just suitable but truly inspiring and rewarding to work on.

How to Write a Marketing Management Research Paper

Writing a research paper on marketing management requires a thoughtful approach that balances theory, practice, analysis, and creativity. It’s not just about presenting facts but weaving them into a coherent narrative that adds value to the field of marketing management. Below you’ll find a guide that covers essential steps in crafting a high-quality research paper.

Embarking on a research paper in marketing management is an opportunity to delve into various aspects like market strategies, consumer behavior, digital marketing, or branding. It’s about unearthing insights, exploring theories, analyzing trends, and presenting them in an academically rigorous and engaging manner. Here’s how to structure and compose a standout marketing management research paper:

  • Understand the Assignment : Read the assignment instructions carefully. Understand the requirements, deadlines, formatting guidelines, and grading criteria. Reach out to your professor if anything is unclear.
  • Start with a Strong Thesis Statement : Develop a clear and concise thesis statement that defines the purpose of your research. It should articulate the main argument or question you intend to explore.
  • Create an Outline : Plan the structure of your paper by creating an outline. Break it down into sections like introduction, literature review, methodology, findings, conclusion, and bibliography.
  • Conduct Thorough Research : Use reputable sources like academic journals, books, and industry reports. Validate information through multiple sources to ensure accuracy.
  • Write the Introduction : Open with a compelling introduction that provides background on the topic, states the research question, and outlines the scope of your paper.
  • Develop the Literature Review : Present an overview of existing literature on your topic. Compare and contrast different theories, methodologies, and findings, and highlight the gaps your research will address.
  • Detail the Methodology : Explain the research methods you used. Whether qualitative or quantitative, describe the approach, tools, data collection, and analysis techniques.
  • Present Findings and Analysis : Summarize the research findings and analyze them in the context of your thesis statement. Include charts, graphs, or other visuals to enhance understanding.
  • Conclude Thoughtfully : Sum up the main findings, reflect on the implications, suggest areas for future research, and restate the thesis in the light of the research.
  • Edit and Proofread : Pay meticulous attention to grammar, punctuation, and style. Consider seeking feedback from peers or professionals to ensure clarity and coherence.

Writing a research paper in marketing management is more than an academic exercise; it’s a rich intellectual experience that calls for curiosity, critical thinking, and creativity. The process outlined above is not rigid but provides a framework that you can adapt to your specific topic and interest.

Remember, a great research paper is not just about meeting academic standards but contributing something meaningful to the field of marketing management. Engage with the material, think critically, argue persuasively, and present your ideas with clarity and flair. Your research paper can be a reflection of your passion for marketing and a testament to your scholarly rigor and intellectual insight.

iResearchNet Writing Services

For custom marketing management research paper.

Marketing Management is a complex field that combines various disciplines, including economics, sociology, psychology, and more. It demands in-depth knowledge, critical thinking, and the ability to synthesize vast amounts of information. When it comes to writing a research paper on marketing management, the process can be overwhelming for many students. That’s where iResearchNet comes into play, offering customized writing services tailored to your unique needs. Below are the features that make iResearchNet the perfect choice for your marketing management research paper.

At iResearchNet, we understand the challenges of writing a research paper in the field of marketing management. The intricacies of market analysis, consumer behavior, digital marketing, branding strategies, and so on require a thorough understanding and specialized skills. Our expert writing team is here to provide top-quality, custom-made research papers that meet your specific needs, ensuring academic success and intellectual growth.

  • Expert Degree-Holding Writers : Our writers hold advanced degrees in Marketing Management and related fields. They are well-versed in current theories, practices, and trends, ensuring your paper is both academically sound and practically relevant.
  • Custom Written Works : Every research paper is crafted from scratch based on your guidelines and requirements. We guarantee originality, aligning the content with your particular subject matter, focus, and style.
  • In-Depth Research : Our writers delve deep into academic and industry resources to gather pertinent information, providing a well-rounded view of your chosen topic, enriched with insights and evidence.
  • Custom Formatting : We adhere to the specific formatting guidelines of your choice, ensuring consistency and compliance with academic standards.
  • Top Quality : Quality is at the core of our services. From language proficiency to content relevance, our quality control team ensures that every paper meets the highest standards of academic excellence.
  • Customized Solutions : Whether it’s a complete research paper, a literature review, or specific chapters, we provide customized solutions tailored to your unique needs, timeframes, and academic level.
  • Flexible Pricing : We offer competitive and flexible pricing options to suit various budgets. Our transparent pricing structure means you pay for what you need without hidden costs.
  • Short Deadlines : Need a paper urgently? Our writers can deliver quality work even within tight deadlines, ensuring that you never miss a submission date.
  • Timely Delivery : We honor our commitments and deliver your paper on or before the agreed deadline, providing ample time for review and revisions if needed.
  • 24/7 Support : Our customer support team is available around the clock to answer your queries, provide assistance, and ensure a smooth and satisfying experience.
  • Absolute Privacy : Your privacy is paramount to us. All personal and payment information is kept confidential, and your association with us is always discreet.
  • Easy Order Tracking : Our user-friendly interface allows you to track the progress of your order, communicate with your writer, and manage your account with ease.
  • Money Back Guarantee : Your satisfaction is our priority. If for any reason our services don’t meet your expectations, we offer a money-back guarantee, reflecting our commitment to quality and customer satisfaction.

Writing a research paper on marketing management is a demanding task, but you don’t have to face it alone. With iResearchNet, you have a team of dedicated professionals ready to assist you every step of the way. From the initial idea to the final draft, our tailored services are designed to empower your academic journey and intellectual pursuits. Trust in our expertise, embrace our support, and let us transform your ideas into a scholarly masterpiece that resonates with the dynamism and complexity of marketing management. Experience the iResearchNet difference today!

Take the Next Step in Your Academic Journey:

Choose iresearchnet today.

In the realm of academic excellence, every decision matters, every effort counts. If you’re reading this, you’re one step closer to unlocking unparalleled support, wisdom, and expertise in the field of marketing management. Don’t let the complexities of your research paper weigh you down. Here’s how iResearchNet is not just an option but the right choice for you.

Empower Your Academic Success!

  • Embark on a Smooth Journey : Writing a marketing management research paper is an enriching yet challenging task. Allow our expert writers to guide you through this academic expedition, crafting a paper that’s reflective of your potential. With iResearchNet, you choose clarity, coherence, and creativity.
  • Unlock Unparalleled Quality : Why settle for ordinary when you can attain extraordinary? Our suite of features is designed to meet your every need, delivering papers that stand out for their quality, innovation, and relevance. We combine insights, expertise, and dedication to provide a paper that’s truly yours.
  • Invest in Your Future : Time, effort, and money – these are valuable resources, and we respect them. Our flexible pricing and money-back guarantee are testaments to our commitment to value. Investing in iResearchNet’s services is an investment in your future, a step towards academic distinction, and a path to intellectual fulfillment.
  • Take Action Now, Reap Rewards Later : The journey of a thousand miles begins with a single step. Your academic success is just a click away. Join hands with iResearchNet today, let us be the wind beneath your wings, propelling you towards achievements you’ve only dreamed of. Your marketing management research paper is a mission we’re ready to embark on. Are you?

Don’t wait for tomorrow when success is just a click away today. Explore our services, talk to our support team, place your order, and witness the transformation. iResearchNet is not just a service; it’s a partner in your academic journey. Choose iResearchNet, because your success is our mission.

ORDER HIGH QUALITY CUSTOM PAPER

research paper in marketing management

Cart

  • SUGGESTED TOPICS
  • The Magazine
  • Newsletters
  • Managing Yourself
  • Managing Teams
  • Work-life Balance
  • The Big Idea
  • Data & Visuals
  • Reading Lists
  • Case Selections
  • HBR Learning
  • Topic Feeds
  • Account Settings
  • Email Preferences
  • Business management
  • Sales and marketing
  • Advertising
  • Brand management
  • Customer experience

How Companies Should Play the Olympics

  • John Quelch
  • April 21, 2008

How E-Commerce Will Trump Brand Management

  • Peter Sealey
  • From the July–August 1999 Issue

What High-Tech Managers Need to Know About Brands

  • Larry Light
  • Jonathan Goldstine

Industrial Pricing to Meet Customer Needs

  • Benson P. Shapiro
  • Barbara Bund Jackson
  • From the November 1978 Issue

The Off-Line Impact of Online Ads

  • Magid Abraham
  • April 09, 2008

Rethinking Country Brands in an Age of Climate Change

  • David Wigder
  • May 30, 2008

Retailing: Confronting the Challenges That Face Bricks-and-Mortar Stores

  • Raymond Burke
  • Sir Richard Greenbury
  • Robert A. Smith
  • Ragnar Nilsson

Making Money Through Marketing

  • From the July 1979 Issue

Beware the Pitfalls of Global Marketing

  • Kamran Kashani
  • From the September–October 1989 Issue

research paper in marketing management

Research: When Consumers Feel Less Powerful, They Seek More Variety

  • Dinesh Gauri
  • Raj Raghunathan
  • Wangshuai Wang
  • October 19, 2022

research paper in marketing management

Employee Demographics Don't Have to Be at Odds with Employees' Identities

  • Beth K Humberd
  • Elizabeth (Bess) Rouse
  • January 24, 2020

research paper in marketing management

Using Technology to Create a Better Customer Experience

  • Leah Leachman
  • Don Scheibenreif
  • March 17, 2023

research paper in marketing management

Marketing Without a Master

  • Morra Aarons-Mele
  • November 16, 2012

research paper in marketing management

Marketers Need to Think More Like Publishers

  • Greg Satell
  • April 25, 2014

What? Me, Worry?

  • Gardiner Morse
  • From the November 2005 Issue

research paper in marketing management

People Are the New Channel

  • Cara France
  • Mark Bonchek
  • April 15, 2013

research paper in marketing management

A Cheat Sheet for Marketers on the Future of Digital Platforms

  • May 05, 2015

How Olympic Sponsors Can Be Socially Responsible

  • Mark R. Kramer
  • April 11, 2008

research paper in marketing management

Email Is the Best Way to Reach Millennials

  • Kristin Naragon
  • November 12, 2015

Mobile Shopping’s Data Goldmine

  • Margarita Constantinides, Brian Gregg, and Brian Salsberg
  • June 19, 2013

research paper in marketing management

How to Market Sustainable Products

  • Frédéric Dalsace
  • Goutam Challagalla
  • From the March–April 2024 Issue

research paper in marketing management

The New Reality of Digital Nomads

  • Giana M. Eckhardt
  • Aleksandrina Atanasova
  • February 05, 2024

research paper in marketing management

Maintaining Customer Loyalty in the Face of Inflation

  • Christine Alemany
  • February 02, 2024

research paper in marketing management

Combining SMS and Email Marketing to Drive Better Customer Engagement and Business Outcomes Webinar

  • February 01, 2024

Engage, Convert, Repeat: The Winning Formula of SMS and Email Marketing

  • January 10, 2024

research paper in marketing management

Why Algorithm-Generated Recommendations Fall Short

  • Carey K. Morewedge
  • January 09, 2024

research paper in marketing management

The Right Way to Build Your Brand

  • Roger L. Martin
  • Jann Schwarz
  • Mimi Turner
  • From the January–February 2024 Issue

research paper in marketing management

You Need More Than Data to Understand Your Customers

  • Marcus Collins
  • December 13, 2023

research paper in marketing management

How AI Can Help Sales Teams Craft More Personalized Pitches

  • Ted McKenna
  • November 28, 2023

research paper in marketing management

5 Ways Marketing and Sales Leaders Can Embrace GenAI

  • Jeremy Korst
  • Stefano Puntoni
  • November 16, 2023

research paper in marketing management

To Prove Your Company Isn’t Greenwashing, Endorse Smart Regulation

  • Kristina Marusic
  • November 15, 2023

research paper in marketing management

A Step-by-Step Guide to Real-Time Pricing

  • Marshall Fisher
  • Santiago Gallino
  • From the November–December 2023 Issue

research paper in marketing management

Research: Consumers Choose Shared Experiences Over Quality Ones

  • Ximena Garcia-Rada
  • Michael I. Norton
  • Rebecca K. Ratner
  • September 21, 2023

research paper in marketing management

E-Commerce Platforms Must Prioritize the Consumer-Influencer Relationship

  • Christoph Loch
  • September 20, 2023

research paper in marketing management

Should You Launch Products During a Recession?

  • From the September–October 2023 Issue

research paper in marketing management

A Fresh Approach to B2B Sales and Service

  • August 16, 2023

research paper in marketing management

How AI Can Scale Personalization and Creativity in Marketing

research paper in marketing management

Using AI to Build Stronger Connections with Customers

  • Maureen Burns
  • Sharona Sankar-King
  • Priscilla Dell’Orto
  • Eduardo Roma
  • August 01, 2023

research paper in marketing management

How the Pandemic Changed Marketing Channels

  • Christine Moorman
  • Michelle Seals

research paper in marketing management

How Brand Building and Performance Marketing Can Work Together

  • Jim Stengel
  • Cait Lamberton
  • From the May–June 2023 Issue

research paper in marketing management

AIP Healthcare Japan: Investing in Japan's Retirement Home Market

  • John A. Quelch

Patch Technology: Making It Easy To Do The Right Thing

  • Tomomichi Amano
  • Robert J. Dolan
  • Carol Zhang
  • August 30, 2021

Distinct Software

  • Das Narayandas
  • Arijit Sengupta
  • Jonathan Wray
  • April 26, 2021

True Fruits: A Juiced-Up Internationalization Strategy

  • Marc Fetscherin
  • Patrick Sell
  • November 12, 2017

Pricing in a Digital World (2015)

  • John T. Gourville
  • May 03, 2015

Bee-ing Better at Bombas

  • Elizabeth A. Keenan
  • Youngme Moon
  • January 25, 2022

Coke Puts Its Brand between a Rock and a Hard Place: Aligning Activism with Brand Purpose

  • Kimberly A Whitler
  • David Wooten
  • September 02, 2021

Hollywood Rules

  • Karl Schmedders
  • Charlotte Snyder
  • Ute Schaedel
  • May 27, 2011

Saurer: The China Challenge (A)

  • Adrian Ryans
  • July 20, 2006

Borusan Cat: Monetizing Prediction in the Age of AI (B)

  • Navid Mojir
  • Gamze Yucaoglu
  • May 26, 2022

Li Ning--Anything is Possible, Video

  • Luc Wathieu
  • March 01, 2007
  • Jeffrey J. Bussgang
  • Gaurav Jain
  • December 13, 2012

Duolingo: Teaching Languages to the Masses

  • July 11, 2022

Goldman Sachs: Anchoring Standards After the Financial Crisis

  • Lisa Mazzanti
  • May 01, 2014

Creating a Luxury Experience at Value Retail

  • Jose B. Alvarez
  • Matthew Preble
  • January 30, 2013

Cavinkare Private Limited B Vision and Strategy

  • R. Srinivasan
  • November 01, 2012

Sentient Jet: The Uber of Private Jets

  • Anat Keinan
  • Sandrine Crener
  • January 29, 2016

Headspace vs. Calm: A Mindful Competition

  • Ayelet Israeli
  • Anne Wilson
  • May 03, 2021

Barnana: Adventures in Upcycling

  • Jeremy B. Dann
  • March 25, 2021

Young Lion Brewery: Leveraging Female Leadership?

  • Sheri Lambert
  • Marcia Layton
  • September 14, 2022

research paper in marketing management

Elie Saab: Growth of a Global Luxury Brand, Teaching Note

  • Nadia Shuayto
  • July 26, 2012

Colgate-Palmolive Company: Marketing Anti-Cavity Toothpaste, Teaching Note

  • June 22, 2015

Popular Topics

Partner center.

Customer relationship management and its impact on entrepreneurial marketing: a literature review

  • Open access
  • Published: 13 June 2022

Cite this article

You have full access to this open access article

  • Vicente Guerola-Navarro   ORCID: orcid.org/0000-0002-0367-6319 1 ,
  • Hermenegildo Gil-Gomez   ORCID: orcid.org/0000-0002-7985-2454 1 ,
  • Raul Oltra-Badenes   ORCID: orcid.org/0000-0002-1522-8230 1 &
  • Pedro Soto-Acosta   ORCID: orcid.org/0000-0003-4308-9781 2  

34k Accesses

12 Citations

Explore all metrics

Entrepreneurship is one of the business forces with the greatest power to transform today's society, due to its ability to discover and take advantage of new opportunities to satisfy customer new and changing needs and expectations. Customer relationship management (CRM) has proved to be both a highly influential business management strategy and a powerful business management technology solution, with a particularly relevant impact in the area of entrepreneurship. CRM has helped drive growth and future expectations and has had excellent results in terms of return on investment wherever it has been implemented. An exhaustive review of previously published findings in a specific subject area can uncover new lines of research. This paper uses semi-systematic review to the study of the reality of the link between CRM and entrepreneurial marketing in business. This approach is used to comprehensively describe the state of the art of the impact that CRM can have in the modern business environment, through the empowerment of entrepreneurial marketing. In a structured manner, the present paper reviews the 86 most relevant studies of how CRM affects entrepreneurial marketing policy development through its alignment with relationship marketing and customer-centric business models. The growing use of CRM in companies is one of the pillars of technological and social change in entrepreneurship, being a clear example of how big data can benefit society. The study focuses on the period from 2015 to 2019.

Similar content being viewed by others

research paper in marketing management

Online influencer marketing

Fine F. Leung, Flora F. Gu & Robert W. Palmatier

research paper in marketing management

Research in marketing strategy

Neil A. Morgan, Kimberly A. Whitler, … Simos Chari

research paper in marketing management

How digital technologies reshape marketing: evidence from a qualitative investigation

Federica Pascucci, Elisabetta Savelli & Giacomo Gistri

Avoid common mistakes on your manuscript.

Introduction

In a globalized commercial world such as the current one, markets are dynamic and changing, and the customer lies at the beginning and end of the value chain. One of the greatest values that entrepreneurship provides in an environment like this is the ability of entrepreneurs to take advantage of opportunities and discover new ways to meet customer expectations, and thereby transform the world in general and the market in general particular, all due to the unstoppable process of digital transformation. One of the consequences of globalization is the greater ability of customers to access both information and the acquisition of products and services offered even beyond the borders of countries (Guerola-Navarro et al., 2019 ). This means that the needs, desires, and expectations of customers are changing and increasingly demanding, with which the market has become so dynamic that only companies that manage to adapt to said dynamism survive. And for this it is necessary to invest in innovation and development, and to have an entrepreneurial spirit that is open to discovering and taking advantage of new opportunities and ways of satisfying those needs, desires and expectations. Entrepreneurship thus becomes one of the engines of change and transformation of society, which justifies the growing research interest in this area (Hills et al., 2008 ).

The area of entrepreneurship is being the center of study for various researchers from different perspectives due to its important role as an engine of economic and social development, reaching the point of being able to affirm that the entrepreneur is the single most important player in a modern economy (Sánchez, 2011 ). It was not too long ago that the field of entrepreneurship was considered little more than an applied trade as opposed to an academic area of study and there was no research to be accomplished because it was thought that those who could not attend college would simply “practice” the concept of new business start-up (Hills et al., 2008 ). The role of entrepreneurship in society has changed drastically in the last quarter century, to the point that, in recent years, entrepreneurship has been viewed as the engine of economic and social development due to the power it has developed to provide a better quality of life to society. society through its impetus and its transformative potential. Entrepreneurs are those who work on transformative environments, discover or identify opportunities, or create and exploit them to add value to society. Entrepreneurship is nowadays regarded as the study of the processes of identifying, evaluating, developing and exploiting opportunities, as well as of the resources and conditioners that influence these processes, as part of one of the most powerful tools that business has for bringing better customer experiences. (Frederick et al., 2018 ).

Nowadays, the customer is also considered the engine of business success (Díez de Castro et al., 2002 ). In such a world, companies must have the right tools to collect the necessary management information so that they can meet the needs and expectations of customers and thereby mold their productive, logistic, and commercial efforts to match these needs and expectations (Gil-Gomez et al., 2021 ; Ochoa Laburu, 1996 ; Vicedo et al., 2020 ). This makes the development of entrepreneurial businesses especially difficult, which is why it is shown that all those tools and technological solutions that can have a high impact on customer management and entrepreneurial marketing are key, an area in which Customer Relationship Marketing (CRM) has proven to have a special impact.

In the current business environment, and especially evident in its entrepreneurial part, where the client appears as the key and determining figure for any decision making (de Guzmán Miranda, 2014 ), it is essential to evaluate the impact that any strategy and tool may have on the management of the client's knowledge available to the company (Alfaro Faus, 2004 ), in order to be able to adapt its commercial and marketing actions towards the most efficient and appropriate target. Marketing (understood as the management of commercial relationships with customers within the market), and more specifically entrepreneurial marketing (as a powerful association of marketing tools and the innovative and transforming power of entrepreneurship) is therefore one of the great forces that promote the economic development of society. Along these lines, CRM has emerged in recent decades as the most widely disseminated strategy and management tool in terms of a tool designed and focused on managing the powerful marketing strategies through the management of the relationships with customers, and consistently and efficiently managing information and actions aimed at the clients (Al-Omoush et al., 2021 ), which is especially important in the field of entrepreneurship. This study tries precisely to analyze the previous and relevant studies that unify these important aspects of business management: the management of customer relationships, and marketing as a strategy for reaching customers, specifically in the field of entrepreneurship. The ultimate objective is to identify the dimensions that other previous studies have highlighted as more relevant and with the greatest impact in these fields of business management, to draw conclusions from the results obtained, and to propose future lines of research consistent with the results obtained.

For most entrepreneurial marketers, marketing is a social, personal activity and not only an organizational function. Marketing to achieve growth is what many entrepreneurs are passionate about. Marketing from the perspective of an entrepreneur is not just one of the functions of the business that must be carried out such as accounting, finance, or HRM; but is often considered by entrepreneurs as the core function of the firm (Hills et al., 2008 ). Regarding marketing area impactful tools, Customer relationship management (CRM) is one of the leading business strategies and business management tools (Al-Omoush et al., 2021 ), and it has been shown to be crucial in developing sales, marketing, and production planning strategies. This key role of CRM is a consequence of the customer-related information that can be obtained from all CRM sources of value, in the sense of providing the overall efforts of companies with the appropriate sense of customer service and customer needs (García Moreno et al., 2001 ). CRM refers to both a customer relationship management philosophy and the technological solutions or methodologies required for its implementation because each tool and each level of implementation of CRM is a true reflection of the CRM philosophy or strategy itself (Chen et al., 2020 ). Value chain management, together with the resulting strategy for producing goods and providing services, thus becomes meaningful and effective when it is based on the knowledge of the vital business reality of customers (Guerola-Navarro et al., 2020c ; Ochoa Laburu & Arana Pérez, 1997 ). This feature is one of the most highly valued characteristics of CRM’s action points.

Menguzzato and Renau ( 1991 ) established the principles that should be followed by business decision makers of successful firms that seek to achieve high levels of business performance and endure over time as model companies and shining examples of business success. In this sense, the presence and relevance of entrepreneurial marketing as part of business success is crucial to the study of any business management methodology (Miquel Peris et al., 1994 ). Therefore, any tool such as CRM, which supports the collection of customer management information and its use in planning strategies, is essential in management (Hills et al., 2008 ).

Hills et al. ( 2008 ) points out that entrepreneurs are characterized by creating and exploiting turbulent markets, something that other economic actors tend not to do. Economic theory suggests that entrepreneurs are seen as creating imbalances by introducing innovations to drive markets or as firms that attempt to move economies away from equilibrium by exploiting previously unidentified opportunities. The use of knowledge management and innovation, empowered by the use of CRM technologocal solutions, to create entrepreneurial rent has important implications for marketing (Gil-Gomez et al., 2020 ). In this way, entrepreneurial marketing proves not to be the direct consequence of specific managerial decisions but more the outcome of entrepreneurial processes and culture (Hills et al., 2008 ). The aim of studying the reality of CRM through scientific research in the areas of business, sociology, and technology is to effectively demonstrate that CRM is one of the most powerful business tools for managing sales, entrepreneurial marketing, and services (Guerola-Navarro et al., 2021b ).

In this paper, and during the following sections, the impact of CRM on entrepreneurial marketing will be studied. First, a Literature Review section is presented in which what has been ascertained from previous studies on the relationship between CRM and marketing in general is referenced, particularizing on the entrepreneurial aspect of business marketing. In the following sections, the methodology followed in the study is explained, as well as the results obtained and the conclusions derived from this scientific study.

  • Literature review

Marketing is one of the areas in which the expectation of impact is greatest through the use of CRM technological solutions and the culture of customer relationship management itself. Specifically, and within the general concept of marketing, entrepreneurial marketing is one of the areas with the greatest projection both at the business level and at the research level. This section initially analyzes the concept and relevance of entrepreneurial marketing, and then the concept and evolution of CRM solutions, to later proceed to establish the marketing approach to the CRM customer-centric management theory, all of it as previous stages for finally stating the state of the art on the impact of CRM on entrepreneurial marketing specifically.

  • Entrepreneurial marketing

Marketing is the discipline concerned with studying the behavior of markets and the needs of consumers. Entrepreneurial marketing, as part of the global discipline of marketing, but with the special characteristics of entrepreneurial agents, analyzes companies’ commercial management in attracting, capturing, and retaining end customers by fulfilling their wishes and resolving their problems all with the aim of transforming society by discovering opportunities and paths not explored by other business agents (Hills et al., 2008 ; Bennett, 1995 ). Regarding entrepreneurship, entrepreneurs’ tactics for using the marketing strategies differ from the traditional business brand, where product development, pricing, promotion, and distribution are the key marketing mix pillars (Martin, 2009 ). Entrepreneurs prefer direct interchanges and building personal relationships, being the entrepreneurs' tactics clearly based on personal observation and contact information, rather than formal research and global marketing initiatives.

Kraus et al. ( 2010 ) establishes that, within the business field of discovering and taking advantage of new business opportunities that can transform society and improve the overall customer experience, entrepreneurial marketing can be understood as the combination of marketing with an entrepreneurial mindset, which leads to a definition of entrepreneurial marketing as the "organizational function of marketing by taking into account innovativeness, risk taking, pro-activeness and the pursuit of opportunities without regard for the resources currently controlled". Smart and Conant ( 1994 ) suggests that entrepreneurial firms have a different set of marketing competencies that typically includes a superior understanding of customer needs, market trends, and market positioning. Hills et al. ( 2008 ) indicate that entrepreneurs engage in marketing in ways that differ the classical marketing theory.

Jones and Rowley ( 2011 ) suggest that marketing in SMEs is intertwined with other activities and behaviors in small business and argue that to understand marketing in SMEs it is essential to understand its context, specifically in relation to customer engagement, the innovation. and business approaches to marketing. Given the relevance of the interaction between entrepreneurship and marketing, the concept of "entrepreneurial business" has gained significance in the research and business sphere. While some authors argue that entrepreneurial business is important to all organizations (large and small), there is a general recognition that the concept is particularly appropriate for the context of small businesses (Jones & Rowley, 2011 ).

Stokes ( 2000 ) establishes how marketing adapts to entrepreneurial contexts and proposes a conceptual model of the marketing processes undertaken by entrepreneurs. This study explores how entrepreneurial marketing differs from traditional marketing theory, concluding that entrepreneurs tend to be innovation-oriented, driven by new ideas and an intuitive feel for the market, rather than rigorous evaluation of business needs.

Customer relationship management (CRM)

The origins of CRM date back to the 1970s, when CRM emerged as a technological solution for companies to automate the management of the internal sales force (Buttle, 2004 ). Recent bibliometric studies assessing the evolution of the hubs of productivity and influence in terms of the eminent authors, countries, and institutions in the field of CRM have shown the exponential growth of interest in CRM since 2010 (Liu et al., 2020 ), being a definite complement for the recent extensive literature reviews performed about CRM impact on entrepreneurial marketing and innovation areas (Guerola-Navarro et al., 2021a ).

CRM is one of the most modern business management tools to establish effective channels and methods of customer-centric information management, in conjunction with Enterprise Resource Planning solutions (Vicedo et al., 2020 ; Oltra-Badenes et al., 2019 ). Its primary goal is to improve organizational performance to enable firms to achieve better business results (Guerola-Navarro et al., 2020a ). This modern approach differs considerably from earlier approaches such as the one described by Chen and Wu ( 2016 ), who proposed a basic definition of CRM as “a combination of people, processes and technology that seeks to understand a company’s customers.” This definition has become obsolete given the recent evolution of CRM tools toward a global vision of comprehensive management of information in relation to customer knowledge to achieve more effective interactions with clients. Modern studies of business management and the use of information technology consider the necessity of the comprehensive management of key information for business decision makers. Payne and Frow ( 2005 ) established a global conceptual framework for this modern approach to the comprehensive management of customer information and expectations, leading to successful decision making and the planning of coordinated and effective entrepreneurial marketing strategies to attract and retain the company’s most profitable customers. For this purpose, CRM is a fundamental tool (Ayyagari, 2021 ).

Recent studies corroborate the importance of CRM as a key tool in the digital transformation of society and the current globalized and dynamic market (Gil-Gomez et al., 2020 ). The role of CRM is stressed not only because of its potential to improve current management (or exploitation), but also because of its potential in developing innovation (or exploration) capacity. This potential makes CRM one of the most powerful management technology solutions in the field of modern business management (Adiwijaya et al., 2017 ).

Marketing approach to the CRM customer-centric management theory

Having established the importance of CRM as a business management technology solution with a major impact in the field of marketing, and especially on entrepreneurial marketing, it is important to identify the marketing approach that is most closely aligned with the CRM customer-centric management theory. This marketing approach is used in this study to ensure that the results are consistent and relevant for future studies. Of all current theories and trends in marketing, the definition of relationship marketing (or relational marketing) is of greatest interest because of its close match with CRM objectives. Specifically, relationship marketing is defined as the integrated effort to identify and maintain a customer network, with the aim of continually reinforcing it for the benefit of both parties, through individualized contacts and interactions that generate value over time (Harker, 1999 ).

This concept of relational marketing is especially important in the area of entrepreneurship, since maintaining a long-term relationship with loyal customers empirically shows that it favors the creation of a financial cushion and a culture of confidence in the future of the company, which they are the basis for every entrepreneurial agent to continue taking risks and facing new challenges. In short, a loyal customer base allows entrepreneurs to be what they are, agents who pour all their energy and capacity for innovation into transforming society through previously undiscovered or untapped opportunities. Loyal customers are defined as those who always buy a specific type of item in the same store, who always consume the same brands, and who always carry out their business operations through the same entities (de Guzmán Miranda, 2014 ). In terms of its basic principles, relationship marketing (Alfaro Faus, 2004 ):

is based on segmented or customized marketing,

tries to generate long-term benefits,

represents a commitment to the development of a mutually beneficial relationship continued over time,

is based on continuous improvement and the creation and contribution of value to the client,

orients and coordinates the entire company toward the client,

requires complex and continuous internal marketing,

directs the training, motivation, and evaluation of employees toward increasing customer satisfaction,

seeks customer satisfaction with each relationship through an emphasis on customer service.

In the entrepreneurial business environment, there is therefore a link between CRM technology solutions, relationship marketing based on customer centered focus and business success. To achieve the expected benefits of relationship marketing, CRM is a key tool for business management. In a globalized, dynamic, and changing market, like today’s, the principles of relationship marketing are critical to the success of any entrepreneurial marketing strategy adopted by any company hoping to succeed. CRM is one of the technologies that has aroused the most interest in the last decade. This interest is reflected by numerous bibliometric studies. Its market share has increased dramatically in recent years, especially with the development of cloud computing platforms. CRM is a technology that has only relatively recently attracted interest. Also, its scope of development is closely linked to relationship marketing. Therefore, it was considered both interesting and novel to conduct further research on this subject, hence the motivation for the present literature review.

State of the art on the impact of CRM on entrepreneurial marketing

Given the relative newness of CRM technology solutions as a focus of scientific research, there are few studies of the state of the art in terms of its impact on the current business reality. Following the theory of the duality and complementary nature of the qualitative and quantitative studies of the realities under investigation (Hernández Sampieri et al., 1996 ), the state of the art should first present quantitative analysis of the publications and citations in this area and should then offer in-depth analysis of the most relevant publications.

The first approach to the study of the state of the art is to examine the quantitative reality of the subject. This approach is reflected in CRM bibliometric studies such as the study by Tsai ( 2011 ) and the more recent study by Guerola-Navarro et al. ( 2020b ), who reviewed the most important and well-recognized databases in scientific research to graphically analyze the evolution of the number of publications and citations and determine the hubs of greatest productivity and influence. The origin (author, country, entity, etc.) of the research articles stored in these databases was considered in terms of productivity. The origin of articles whose publications had most citations were considered to be of greatest influence.

Regarding the second, this approach to the state of the art of CRM, scholars have conducted systematic reviews of the literature on CRM, identifying lines of investigation that have been proposed for future research. Ngai ( 2005 ) reviewed the academic literature on CRM from 1992 to 2002, providing a comprehensive bibliography and proposing a method of classifying the literature. Subsequently Ngai et al. ( 2009 ) built an academic database of literature for the period 2000 to 2006 and proposed a classification scheme to classify these articles. More recently, Soltani and Navimipour ( 2016 ) systematically reviewed the state-of-the-art literature on CRM mechanisms and offered recommendations for future research.

Considering previous research and the intention to establish a complete state of the art for CRM technology, there is a lack of studies that specifically address the entrepreneurial marketing side of CRM. The decisive influence of a good entrepreneurial marketing strategy on successful business activity has been verified. Similarly, CRM has also been cited as one of the most relevant technological solutions in obtaining the key management information for the development of such a marketing strategy. Therefore, a study that reflects the state of the art of CRM in the specific field of entrepreneurship marketing can prove valuable for subsequent research. This future research on the role of CRM in improving marketing strategies is expected to be vital to enhance company performance.

Therefore, through an extensive literature review, this paper complements the existing bibliometric studies of CRM by adopting a semi-systematic review to studying the business reality of CRM, focusing specifically on the entrepreneurial marketing side. This approach, together with the quantitative approach of bibliometric analysis of the productivity and influence of the scientific research community, establishes a complete state of the art that can be used to support future research on the impact of CRM as a tool and its marketing applications in the modern business environment.

This paper thus offers a comprehensive review of the literature on the potential of applying CRM technology solutions through their impact on companies’ management of entrepreneurial marketing strategies. All research articles published since the birth of CRM to the present day (end of 2019) are reviewed. This paper has the following structure. First, the research methodology is described. Then, the method to classify articles on CRM in entrepreneurial marketing is presented. Next, these articles on entrepreneurial marketing in CRM are reviewed and analyzed. Finally, conclusions are drawn in relation to future research on CRM and its impact on marketing management.

Research methodology

There are several types of literature review research. However, certain elements are common to all of these, namely analysis of the most important papers on a given topic of study, categorization of these studies under the proposed taxonomy or conceptual framework, and the establishment of the basis for the future research agenda. Snyder ( 2019 ) notes that a “literature review can broadly be described as a more or less systematic way of collecting and synthesizing previous research,” raising questions about the quality and trustworthiness of classical literature review studies and establishing guidelines for new methods. Systematic review papers may be of several types: structured reviews focusing on widely used methods, theories, and constructs (Canabal & White, 2008 ; Paul & Singh, 2017 ; Kahiya, 2018 ); framework-based studies (Paul & Benito, 2018 ); hybrid-narrative studies with a framework for setting the future research agenda (Kumar et al., 2019a ); theory-based reviews (Gilal et al., 2018 ); meta-analyses (Knoll & Matthes, 2017 ); bibliometric reviews (Randhawa et al., 2016 ); and reviews aiming at model or framework development (Paul, 2019 ; Paul & Mas, 2019 ). Torraco ( 2005 ) and Callahan ( 2010 ) argued that an integrative literature review should offer a research agenda, a classification of concepts, conceptual frameworks as the way of thinking resulting from the study, and the basis for developing future research. In line with the indications of Snyder ( 2019 ), the present study follows a semi-systematic review, with the following four phases: 1) design, 2) conduct, 3) analyze, and 4) structure and write the review. The elements followed in each phase of this study are detailed below.

Phase 1. Design the review

The purpose of this study is to categorize the most important papers on CRM and entrepreneurial marketing. The goal is to provide a map of studies and conclusions that can help establish a focused research agenda. The purpose of the study is to support the empirical testing of models of the impact of CRM and entrepreneurial marketing on firm performance. Previous bibliometric studies show that CRM is a business management technology that has been growing since 2000. This growth has been especially pronounced in the last decade, particularly in the last five years, with the development of cloud computing platforms. Therefore, the present review was deemed necessary. The potential audience for this study is growing as it is shown in the bibliometric studies confirming the growing interest and influence of papers on CRM (Guerola-Navarro et al., 2020b ). The same growing interest is shown in the literature around entrepreneurial marketing, as one of the most powerful forces to transform the society and the market itself. The search strategy is based on bibliometric studies carried out with the same research criteria. This study follows and complements these previous studies by describing the state of the art. Therefore, as explained in this section, the Web of Science Core Collection database for the period 2015 to 2019 was used.

Phase 2. Conduct the review

The present study provides a review of the literature on the interaction between CRM and entrepreneurial marketing. Therefore, the selection procedure was designed to identify articles based on all the keywords related to these two concepts that provide meaningful results. Certain adjustments were foreseen to eliminate articles that were not impactful or whose content was not intrinsically relevant to the study. The selected articles were carefully read to ensure the quality, representativeness, and applicability of the study in the scope described in the future research agenda.

Phase 3. Analyze

In order to obtain the needing information for carrying out this study, three sources have been explored: complementary bibliometric studies, previous literature reviews, and methodological studies of literature review processes.

Phase 4. Structure and write the review

The paper begins with the description of the scope and objective of the study, followed by the description of the methodological basis followed on it. The information regarding the impact of CRM and entrepreneurial marketing has been reviewed, considering Its importance, representativeness, and relevance for future research. The conclusions are presented with the aim to bring the most interesting points to other researchers and to open new researching lines in the future.

Following these propositions (Snyder, 2019 ), the starting point has been to determine which database to use to identify scientific research articles published in prestigious journals. The database chosen in this study was the Web of Science (WoS) Core Collection, which is owned by Thomson Reuters. The journal’s own page contained the citations from any journal (Mulet-Forteza et al., 2019 ), but we only wanted to take into account the citations from the most relevance journals in the research fields, and this was why we have used only this database. WoS core collection covers most of the known scientific disciplines, hosting more than 50,000,000 papers across more than 15,000 journals (Merigó & Yang, 2017 ). In the field of scientific research, it is generally assumed that WoS contains only high-quality journals characterized by timely publication and review of papers, scientific criteria for the peer review process, and broad dissemination through the Internet and the most widely used channels for the publication of scientific research (Martínez-López et al., 2020 ). Therefore, WoS was considered the most appropriate database for this study, both due to the specific interest of our study, as well as the prestige, completeness and relevance of this database in the scientific field.

In the WoS refine categories, there is no specific section for CRM and entrepreneurial marketing. Therefore, the search had to be refined by filtering the results depending on the primary focus of the journals and the papers included in these journals. The Web of Science Core Collection database was the core database used for this study, as it has been explained previously. The initial period used in the literature search for this study was 1900 to 2019, with the intention of covering all completed and closed years in terms of publications (at the time of the study, the year 2019 was not yet closed and it continued to receive publications). It was based on the search strings “customer relationship management”, (“Customer relationship management*”), “CRM” (“CRM*”), “entrepreneurial marketing” (“entrepreneurial marketing*”), “entrepreneurship” (“entrepreneurship*”) and “marketing” (“marketing*”). With these refine filters, it has been observed that the database obtained contained a sample of the entire spectrum and range of topics that were intended to be analyzed in this study, so it was not considered necessary to expand, reduce, or change these parameters for others (in fact, it has been found that introducing other parameters deviated the database from the sample that was intended to be used in the research). The search returned 1,034 results from the Web of Science Core Collection in these areas for this timeframe.

To consider the most relevant research papers for a comprehensive literature review, an important field in WoS is Document Type (Vallaster et al., 2019 ). The document types of interest in this study were article, review, and letter (Merigó et al., 2015 ; Vallaster et al., 2019 ). The original data set of 1034 was reduced to only articles, reviews, and letters, being the number of results of the search reduced to 646 articles.

The focus of this study is the relationship between CRM management technology solutions and the management of marketing strategies, all within the scope of business management. Therefore, filters were applied to select articles in the WoS categories of Business, Management, Operations Research Management Science, Computer Science Information Systems, Information Science Library Science, Computer Science Interdisciplinary Applications, and Economics. This process gave a total of 541 results.

Analysis of the timeframe of previous literature reviews shows that the most recent state of the art was created in 2016 by Soltani and Navimipour ( 2016 ). Therefore, to ensure the originality of the articles and choose the correct timeframe in this study, these results were filtered for the years 2015 to 2019. The reasons for selecting this timeframe are given below.

The period 2015 to 2019 covers the last five years for which data are available. Therefore, this period best reflects the most up-to-date approaches and trends in this area.

The bibliometric study by Guerola-Navarro et al. ( 2020b ) to examine the evolution and trends in scientific research on CRM shows that the recent rise in the number of publications on CRM (and, by extension, the interest in this topic) began in 2015.

After applying this filter in WoS, the search returned 197 articles, covering the type, content, and magnitude of research database that was looked for the research.

The full text of these articles was reviewed to eliminate those that were unrelated to the application of CRM marketing tools in the planning and development of business marketing strategies. All articles where the primary focus was not the inextricable relationship between CRM and marketing were eliminated, considering not only the existence of a marketing module within the CRM technological solution itself but also (and even more importantly) the impact of CRM strategy on the development of effective marketing strategies and policies.

Thus, the number of relevant articles was 86 following the elimination of those that were not considered relevant to this study or that were not considered important articles in relation to the application of marketing techniques to CRM. These 86 articles were classified according to the dimensions of CRM and its elements and according to the dimensions of marketing and its elements.

Other items were discarded for the following reasons (research studies that appeared as search results in the WoS Core Collection with the strings used in this study, but that for different reasons have been analyzed but are not part of the sample from which the results and conclusions were obtained of this study):

Some articles were found in WoS using the filters for this study. However, their content was not entirely relevant to the concepts represented by these filters. Examples of these articles are those by Hu et al. ( 2019 ), Naudé and Sutton-Brady ( 2019 ), Skarmeas et al. ( 2019 ), Mosavi and Afsar ( 2018 ), and Di Benedetto ( 2017 ).

Some articles were relevant to CRM but not to entrepreneurial marketing. Examples are those by Cricelli et al. ( 2020 ), Cruz and Vasconcelos ( 2015 ), Garrido-Moreno et al. ( 2015 ), and Mohammadhossein et al. ( 2015 ).

Some articles were relevant to entrepreneurial marketing but not to CRM. Examples are those by Coda and de Castro ( 2019 ), Levin et al. ( 2019 ), Mehrabi et al. ( 2019 ), and Alnawas and Hemsley-Brown ( 2019 ).

Some articles were mostly technical and focused more on the technological side of the CRM tool than on its impact on business management. Examples of these articles are those by Cu et al. ( 2019 ), Yang and Shieh ( 2019 ), Ullah et al. ( 2019 ), and Ivan and Popa ( 2015 ).

Some articles focused exclusively on applicability to a specific environment or situation and were not general enough to be extrapolated and to be considered representative of a general case. Examples are the articles by Sota et al. ( 2020 ), Junaid et al. ( 2019 ), Rahimi and Gunlu ( 2016 ), and Siems et al. ( 2015 ).

With the results of the literature review and with the bibliometric research, it is hoped that the most relevant areas of research interest and focus can be detected. The future research agenda (Paul & Rosado-Serrano, 2019 ) will be defined by these research trends. It will help reveal the most relevant and influential studies of the expected benefits of the implementation and use of CRM in the field of entrepreneurship. This study aims to achieve a model to measure the impact of the use of CRM and entrepreneurial marketing on firm performance.. For this purpose, it is crucial to have a study of the state of the art as a starting point. This study of the state of the art consists of a solid bibliometric study and a thorough literature review.

Following this description of the selection of these articles, the methodology that was used to classify them is now developed. The first step to classifying the articles that explore the links between CRM and entrepreneurial marketing (i.e., the articles whose content is relevant to the present study) and to building a comprehensive state of the art was to identify the dimensions and elements that characterize CRM and those that characterize entrepreneurial marketing.

CRM dimensions

When performing an extensive search for previous studies of literature reviews or the creation of a state of the art of CRM, different CRM dimensions and elements can be used to classify the articles. The literature review shows that CRM can be defined in terms of four dimensions with the following elements (Kracklauer et al., 2004 ; Ngai, 2005 ; Parvatiyar & Sheth, 2001 ; Swift, 2001 ):

Customer identification:

Target customer analysis

Customer segmentation

Customer attraction:

Direct marketing

Customer retention:

Loyalty programs

One-to-one marketing

Complaint management

Customer development:

Customer lifetime value

Upselling/cross-selling

Market basket analysis

Ngai ( 2005 ) analyzed the concept of CRM as a tool to identify the most valuable clients, attract them as trusted clients, retain them with loyalty policies, and develop a lasting partnership with them. For this process, four dimensions are used: customer identification, customer attraction, customer retention, and customer development. These dimensions are a true reflection of the potential of CRM technology solutions to reinforce the business value chain based on knowledge of the needs and expectations of clients and to achieve the goal of customer satisfaction. This goal is client focused, and the needs of clients offer the starting point in this business value chain (Li et al., 2006 , 2019 ; Lin et al., 2010 ).

Kracklauer et al. ( 2004 ) defined customer identification as any effort by the company to turn as many individuals as possible into customers as per the business aims of the company for a given time and under given circumstances. This phase has two elements or stages that are central to its success in customer acquisition.

Target customer analysis is where a company studies its capabilities and possibilities for development in the short and medium term, analyzes what its target market may look like based on its circumstances and surroundings, and identifies its target customer to direct its recruitment efforts (Hult & Ketchen, 2001 ).

Customer segmentation is where a company tries to identify and analyze its target customers, and after establishing its global potential market, the company segments or divides its target market according to the characteristics of the homogeneous segments that are of interest for its commercial activity (Huang & Lin, 2005 ).

Customer attraction is defined as any effort by the company to get customers interested in the goods and services it offers. Customer attraction is the next step after segmentation during the previous step of customer identification (He et al., 2004 ). This stage consists of one primary activity.

Direct marketing is the principal tool to overcome challenges and grasp opportunities associated with the need for customer attraction. Companies must address target audiences both directly and indirectly, always keeping in mind that reaching the right customers is the key to business success (Palmer & Koenig-Lewis, 2009 ).

Customer retention is the most difficult objective to achieve in the current globalized, changing, and dynamic market. Econometric studies show that it is considerably more efficient for companies to retain their best existing clients than to secure new clients whose long-term performance is unknown (Reinartz et al., 2004 ). Establishing the fundamental elements for customer retention is therefore crucial for business success.

Loyalty programs involve creating a global structured plan composed of synchronous actions in which all efforts are focused on retaining the best clients (Kracklauer et al., 2004 ), especially through customer service and support programs.

One-to-one marketing is important because in markets as competitive as today’s globalized environment, personalizing marketing efforts to suit the clients (or segment) that these efforts target is the only way to match marketing campaigns to customers and expected results (Miquel Peris et al., 1994 ).

Complaint management is important because in the current market, customer retention is not viable without an adequate customer service and support policy. This policy describes how to accept, process, and respond to all feedback and complaints from customers (Karimi et al., 2001 ).

Finally, customer development refers to all efforts to strengthen and develop commercial activity with long-term clients. This activity occurs through attempts to expand and strengthen profitable lines of business with existing loyal customers (Aggarval & Yu, 2002 ). Three key elements are considered at this stage.

Customer lifetime value analysis refers to the prediction of the total net income a company can expect from a customer (Drew et al., 2001 ).

Upselling and cross-selling are promotion activities that aim at augmenting the number of associated or closely related services that a customer uses within the company (Prinzie & Poel, 2006 ).

Market basket analysis means maximizing customer transaction intensity and value by discovering patterns in the purchase behavior of customers (Aggarval & Yu, 2002 ).

Each of these four dimensions of CRM has several elements, which are used in this study to classify the selected articles in the field of marketing in CRM.

Entrepreneurial marketing dimensions

Following the same research approach as for CRM, previous literature reviews or state-of-the-art analyses of marketing and entrepreneurial marketing, specifically relationship marketing, were reviewed. Interest in this form of marketing is due to its growing importance, its alignment with CRM technology solutions, and its efficiency, which has been shown in recent studies (as mentioned in the introduction).

Harker ( 1999 ) synthesized the definitions of relationship marketing. The following dimensions or conceptual categories and their corresponding elements were identified:

Creation/birth: attracting, establishing, getting

Development/develop: enhancing, strengthening

Maintenance/maintain: sustaining, stability, keeping

Interactive/interaction: exchanging, mutually, co-operating

Long term/temporary: lasting, permanent, retaining

Emotional content: commitment, trust, promises

Output: profitable, rewarding, efficiency

Despite being the most extensive and most specific of any research on this topic, the aforementioned study is also the oldest. Therefore, these categories were taken as a conceptual reference, but a more recent study was sought to identify the dimensions that are most pertinent to the current economic and business environment.

Samiee and Walters ( 2003 ) studied and classified the most important articles on relationship management in an international context. This approach is especially interesting because the current market is characterized by increasing globalization. Therefore, the international business approach is considered up to date and relevant to this study. Samiee and Walters ( 2003 ) concluded that the following constructs can be used to classify articles (in order of appearance in the studied articles):

Relationship quality

Reciprocity

Investment in the relationship

Information exchange

The third literature review considered on relationship marketing is the most recent one. Das ( 2009 ) presented an adaptation of the study by Samiee and Walters ( 2003 ) to a more up-to-date environment. This adaptation is concise and simple, reducing the categories under study to the following five constructs:

Cooperation

The list of constructs compiled by Das ( 2009 ) is the most recent list and is consistent and well aligned with that of Samiee and Walters ( 2003 ). Thus, the dimensions defined by Das ( 2009 ) are used in this study. These dimensions are the most well recognized in the recent scientific research on relationship marketing. They are also accepted as suitable for the study of international business. Therefore, the marketing dimensions used in the classification of the selected articles are trust, commitment, cooperation, closeness, and relationship quality.

Trust depicts the concept of relationship management as emotional and behavioral, focusing on concepts such as bonding, empathy, reciprocity, and trust (Sin et al., 2005 ). This concept is linked to the current trend of customer-centric marketing and thus to CRM as a tool to achieve this goal.

Adamson et al. ( 2003 ) focused on the joint impact of a strategy combining trust and commitment on retail customer management, where the relationship with the customer and the customer service and support strategy is fundamental to business success.

Also central to the success of the business marketing strategy is the cooperation between the different components of the value chain, starting with clients and their needs and expectations, passing through all internal departments of the company including the outsourced external services (logistics, supply, etc.), and ending again with the client and client satisfaction (Vazquez et al., 2005 ).

Closeness refers to the interest and familiarity with which the company deals with clients. The aim is to meet their needs and expectations while giving them the highest degree of satisfaction possible, thereby establishing a long-term partnership that is beneficial for both customer and company (Nielson, 1998 ).

The last dimension is relationship quality, which is the most general of all and involves characteristics of all the previous dimensions. It brings together all the efforts of the company (within its relationship marketing plan and strategy) to establish a relationship of trust, cooperation, customer service, and support that guarantees customer loyalty and a long-term partnership with customers (Bennett & Barkensjo, 2005 ; Storbacka et al., 1994 ; Ulaga & Eggert, 2006 ).

Classification process

Once the dimensions of CRM and entrepreneurial marketing had been established, the articles were classified according to these dimensions and their elements. The first step was to read each article carefully and evaluate whether it was related to CRM. If the article was considered to be related to CRM, then the dimensions of CRM that were relevant to the study were identified. The second step was similar to the first step, except this time for entrepreneurial marketing. In this case, the dimensions of entrepreneurial marketing that were applicable to the study were identified. Once the dimensions of CRM and entrepreneurial marketing had been identified for each selected article, the third step was to organize the results in a table to analyze the results and draw useful conclusions for future entrepreneurial marketing studies in CRM.

Once the selection process of the articles considered in this study had been carried out and the methodology and classification process had been defined, the 86 selected articles were classified according to the following factors:

the four dimensions and nine elements of CRM and the five dimensions of entrepreneurial marketing

the year of publication of each selected article

the journal where each article was published

the number of citations of each article according to WoS.

From these classifications, a clear and concise picture about the state of the art was expected to form. This picture can be used to focus and develop future studies in which the primary topic of study is CRM in entrepreneurial marketing in general or, more specifically, the impact of CRM on company performance through its strategic potential in entrepreneurial marketing.

Next, and as support for the discussion of results and presentation of conclusions of the study, the results are presented concisely and in a table format that allows an easy identification of the key arguments of discussion.

To analyze the results of the study, classification of the 86 selected articles was first necessary. The detailed distribution of these articles classified according to the proposed classification framework is shown in Table 1 .

In this table (Distribution of the selected articles according to the proposed classification framework) it has been identified which are the determining dimensions and elements (of CRM and entrepreneurial marketing) in each of the studies analyzed, in order to establish new classifications a posteriori that make it possible to identify the most relevant research focuses for future research, as well as to identify in which areas CRM and entrepreneurial marketing coincide decisively in terms of powerful business management tools. Following the four specified distribution criteria, this classification was analyzed to determine the most important selection criteria in this field.

Distribution of the selected articles by CRM dimension and entrepreneurial marketing dimension

From the results obtained in Table 1 , it has been analyzed and taken a further step in their interpretation based on the distribution of the selected articles by CRM dimension and entrepreneurial marketing dimension. The aim is to identify which are the dimensions of CRM and entrepreneurial marketing that have aroused and arouse more interest in recent years, so that conclusions and recommendations can be drawn on relevant aspects of both tools that help to improve business management strategies, and with it to improve organizational performance and business results.

The quantitative distribution of the selected articles by CRM dimension and entrepreneurial marketing dimension is shown in Table 2 . This table was created once the CRM dimensions, CRM elements, and entrepreneurial marketing dimensions that are crucial for business decision makers had been highlighted for each selected article shown in Table 1 .

The overall distribution in Table 2 shows that customer retention is the most common CRM dimension where marketing is used to support decision making. Table 2 shows 32 results out of a total of 86 selected articles, representing a percentage of 37.21% of the total. The next most common CRM dimension by number of results is customer development, with 23 results, representing 26.74% of the total. Next are the CRM dimensions of customer identification, with 17 results (19.77%), and customer attraction, with 14 results (16.28%). Summing the results of customer retention and those of customer development gives a total of 55 results, representing 63.95% of the total of 86 selected articles. Therefore, these are the most influential CRM dimensions.

The most commonly used CRM element for assisting business decision makers is loyalty programs (within the CRM retention dimension), with 23 results, representing 26.75% of the 86 selected articles. The CRM elements with the next highest numbers of results are customer lifetime value (within the CRM development dimension) and direct marketing (within the CRM attraction dimension), both with 14 results, each representing 16.28% of the 86 selected articles. Aggregating the results from these three most common CRM elements gives a total of 51 results, representing 59.31% of the total. The rest of the CRM elements in descending order are target customer analysis (10.47%), customer segmentation (9.30%), complaint management (5.83%), upselling/cross-selling (5.83%), one-to-one marketing (4.63%), and market basket analysis (4.63%).

Table 3 shows the importance of the entrepreneurial marketing dimensions according to their prominence in the decisions of business decision makers. The results were obtained by classifying the 86 selected articles. To avoid overlaps, the most relevant dimension is considered. These dimensions are shown in descending order.

Relationship management is the most commonly used entrepreneurial marketing dimension, with 38 results of the 86 selected articles, representing 44.19%. With less than half this number of results are commitment (17.44%) and trust (16.28%). Following these are cooperation (12.79%) and closeness (9.30%).

Distribution of the selected articles by year of publication

Table 4 shows the distribution of the selected articles by year of publication. In this table, the 86 selected articles are sorted according to the year in which they were published.

Clear growth can be observed since 2015, which, as previously stated, is the year in which scientific research interest in this subject began to rise (Guerola-Navarro et al., 2020b ).

The decline in publications in 2019, based on the recent trend and experience, is most likely to have occurred because some articles have been approved for publication but are still in the editing and production process. The calendar year 2019 had just ended at the time of this study, so there is still the possibility of more papers being published with the reference year of 2019.

Distribution of the selected articles by journal

The selected articles were also classified according to the journal where they were published. This analysis shows which journals are most focused on this topic. This distribution is presented in Table 5 .

The first noteworthy conclusion arising from the distribution of articles by journal is that this distribution has a broad spread, with the 86 selected articles published across 62 journals. Therefore, many journals can be used to search for information on this topic. The second striking conclusion is that no journal stands out over the others.

In the period under study, the Journal of Business & Industrial Marketing published the most articles (five), representing a percentage of 5.81% of the total of 86 selected articles. With four published articles each (4.65% of the total), the Journal of Strategic Marketing and the Middle East Journal of Management were the next most prolific journals. Two journals published three articles each (3.49% of the total): International Journal of Contemporary Hospitality Management and Journal of Interactive Marketing , and 10 Journals published two articles each (2.33% of the total). The rest of the journals published only one article each (47 journals with 1.16% of the total).

Distribution of the selected articles by number of citations

Table 6 was used to study the articles with the greatest influence in this field of scientific study. Table 6 shows the distribution of articles by number of citations of each publication in the WoS.

The most cited article has a much higher number of citations than any other article. It can therefore be considered the most influential of the selected articles. This article, by Fidel et al. ( 2015 ), had received 39 citations when this study was conducted, representing 11.27% of the total citations of all selected articles. In second place is the article by Breugelmans et al. ( 2015 ), with 31 citations (8.96% of the total). This article is followed by the article by So et al. ( 2016 ), with 29 citations (8.38% of the total), and then the article by Wang and Kim ( 2017 ), with 27 citations (7.80% of the total citations).

Discussion and conclusions

After reviewing the most recent literature on the impact of the use of customer relationship management strategy and systems in the field of entrepreneurial marketing, the general conclusion is that effectively a good efficient use of these tools appears in these studies as a strong link between business management and company results. The second important conclusion is that this is due to the fact that the use of CRM favors the adaptation of entrepreneurial marketing efforts to the most effective and relevant needs and focuses of action in the environment of the company's customers.

Looking at the results of the study, it has been identified which entrepreneurial marketing and CRM dimensions are the most relevant in previous studies. The main contribution of this study has been to identify these dimensions, as a result of the points of interest raised by previous studies, and therefore covering the gap in the literature as no previous study has been found that followed the parameters used in the present investigation. This contribution provides interesting ideas about what future lines of research can be undertaken by researchers interested in the impact of the use of CRM combined withentrepreneurial marketing in the search for a joint and powerful impact on the effective management of customer relationships within the current changing and dynamic world in which entrepreneurship finds its greatest asset to demonstrate its power to transform the market and society as a whole..

The most important conclusion for future research is that the field of scientific research on the use of CRM as a strategy and technological solution that accelerates and stimulates the entrepreneurial marketing, is developing and growing, as reflect by most of the recent bibliometric studies on the subject. In this study, after a process of careful selection, a detailed and exhaustive analysis of 86 scientific research articles was conducted, providing valuable information for business decision makers in this area. The timeframe for selection of these articles was 2015 to 2019. In 2015, scientific research interest in this year began to rise. Although the timeframe spanned the period up to the year 2019, some articles approved for publication in that year are still awaiting publication.

The second conclusion is that CRM retention and CRM development are the key CRM dimensions for business decision makers looking for tools to create successful entrepreneurial marketing strategies. Regarding the distribution of articles by CRM dimensions, customer retention is the most common CRM dimension where marketing is used to support decision making, with 32 articles focusing on this dimension (37.21% of the selected articles). Within customer retention, loyalty programs represent the CRM element addressed by most of these articles, with 23 articles (71.88% of the articles on customer retention). The second most influential CRM dimension was identified as customer development, with 23 articles (26.74% of the total). Customer lifetime value was the most highly valued CRM element within this dimension, with 14 articles (60.87% of the customer development articles). These two CRM dimensions (CRM retention and CRM development) are addressed by 55 (63.95%) of the 86 selected articles, so they may be considered the most influential CRM dimensions. This conclusion was expected and does not imply any contradiction with what CRM systems and strategies have been designed for, since (as seen in the articles reviewed) modern marketing theories indicate that the best business success policy is the retention of good existing customers. Although it was an expected conclusion, this study has shown that it is indeed true and demonstrable, and that the desired and expected benefits of the use of CRM confirm the initial hypotheses. On the other hand, and as can be seen in the following conclusion, it has been more specifically identified which CRM elements (directly related to these most relevant dimensions identified in this case) are the ones that have the greatest impact on good management of the business. business marketing.

The third conclusion of the study, in relation to the CRM elements with the greatest impact on decision making in entrepreneurial marketing, is that the most decisive CRM elements are loyalty programs, customer lifetime value, and direct marketing. The most commonly used CRM element for assisting business decision makers is loyalty programs, with 23 results (26.75% of the total), followed by customer lifetime value and direct marketing, each with 14 results (16.28% of the total). These three categories account for a total of 51 of the selected articles, representing 59.31% of the total. The third conclusion is fully consistent with the second conclusion because loyalty programs, customer lifetime value, and direct marketing are essential values in any retention and development program targeting a company’s most profitable customers. Once again, it is confirmed that the empirical results of the study are in line with those expected, which gives the researchers the necessary security to assume that a good use of CRM can lead to an improvement in the degree of organizational performance and with it the results of the company. Specifically, the use of loyalty programs is presented as the most effective tool for companies in the marketing area, with CRM being the most efficient support available to companies to design such loyalty programs.

Fourth, regarding the key entrepreneurial marketing dimensions for business decision makers, relationship management was identified as the most commonly used marketing dimension, referenced in 38 of the selected articles (44.19% of the total). Commitment, with 15 articles (17.44%), and trust, with 14 articles (16.28%), are less common. Again, these results are consistent with the previous conclusions because relationship marketing, commitment, and trust are the relationship marketing dimensions upon which the concept and working strategy of CRM are based. The findings obtained from the study, referring to the predominant dimensions in the field of marketing, and more specifically in the field of entrepreneurship, confirm that a good management of the information on customers (their needs, tastes, characteristics, priorities, etc.) is essential to business success, and this is achieved most efficiently through the use of CRM systems and strategies. Collecting and managing in a centralized and consistent way the history of interactions with clients, helps to design new and impactful marketing actions aimed at capturing, maintaining, and expanding the partnership with clients.

All these conclusions are aligned with the initial expectations for this scientific research. The review of the highlighted key entrepreneurial marketing dimensions for business decision makers, CRM dimensions and CRM elements shows that the greatest commitment of the joint between CRM and entrepreneurial marketing is to retain and develop relations with the most profitable existing customers. This strategic focus was observed to be much more prominent than the identification, acquisition, and attraction of new customers. Promoting and establishing a culture of customer loyalty and customer lifetime value is crucial to business success. Within this area, customer relationship management is the key marketing factor, along with the development of an environment of trust and cooperation with customers.

In addition to the first objective of identifying and ranking the primary focus in the area of CRM in entrepreneurial marketing, the second objective of this study was to offer suggestions for future research. The findings of this study regarding the quantitative evolution of the selected studies over time lead to recommendations for future studies to further research in this area. Based on the content and key indicators obtained in this study, the areas of customer retention and customer development are those of greatest interest and opportunity for future research. The elements that are most valued in this study and that may provide the fundamental pillars for future research are relationship management, supported by trust and commitment toward customers.

In line with the initial expectations of this study, the most influential papers, authors, and journals in relation to the study of CRM were detected. CRM is a high impact technological solution in entrepreneurial marketing and can have a strong influence on firm performance. In fact, given its powerful link with marketing in the area of entrepreneurship, and as previous studies on the growing influence of CRM among the most relevant Information Technologies within the field of business management show, the growing use of CRM in companies is one of the pillars of technological and social change in Business spirit, which is precisely one of the most obvious consequences of the use of marketing in the area of entrepreneurship and in its commitment to take advantage of unknown opportunities to offer new and better goods and services to society. The transformation power that CRM is exerting on the client's commercial management capacity is being a clear example of how big data can benefit society through a greater and more efficient adaptation of the offer of companies to the needs of customers, which clearly results in customer satisfaction and the overall good of society.

Based on the state of the art, which is jointly illustrated by the bibliometric studies and literature review, the following future research agenda is proposed. The recommendation is to evaluate the current (exploitation) and future (exploration) benefits that make CRM a key tool for achieving a sustainable impact on business performance, and this in coordination with the impact area of entrepreneurial marketing as an unstoppable force for development and transformation of society through its unlimited source of inspiration to find new ways and paths to take advantage of opportunities to satisfy customer needs. It will thus be possible to identify and evaluate the key factors for success from among the paths that lead from CRM and entrepreneurial marketing to firm performance. Once these key factors have been identified and evaluated, a measurement model should be proposed. This model should show the relevant constructs for the use of CRM and entrepreneurial marketing (directly linked to Innovation capabilities) to improve business management. The validity of the model and of the associated hypotheses can then be empirically tested. More specifically, and following the particular findings of the study, it is proposed to analyze which specific entrepreneurial marketing actions are empirically demonstrated as the most effective, aligned with the identified elements (loyalty programs) and the identified dimensions (customer retention), and supported by the dominant dimensions identified (relationship management).

The combination of this review of the literature on CRM as a business management solution in entrepreneurial marketing, together with the bibliometric study of CRM, provides a crucial foundation for subsequent studies of the impact of CRM on firm performance through the use of powerful entrepreneurial marketing strategies. This research enables identification of the most relevant previous studies. Previous conclusions can be used to formulate the most accurate research models. These models can be empirically tested in different sectors or areas of business activity. The main value of this study therefore lies in its review of previous results and conclusions to establish new research models for testing. In the literature review, a gap has been detected regarding the existence of generic models and global empirical studies on the impact of the use of specific CRM components on specific entrepreneurial marketing elements. Consequently, the empirical design and testing of models in concrete and real environments that provide valuable decision criteria to business decision makers is proposed as a line of research.

Finally, the main limitation of this study (but also its greatest virtue) is that it was performed using the Web of Science Core Collection database. This database is one of the most prestigious and complete databases of scientific research publications. Another limitation is that it reviewed high-impact publications for the period 2015 to 2019. This period corresponds to the last five years prior to conducting this study. It also coincides with years of strong growth in interest in research on this subject. Therefore, the study is restricted to the content contained in this database, leading to the possible exclusion of articles that are not recorded in the database. The study is also restricted to this period, even though publications on this topic have also appeared outside this period. Furthermore, the study suffers from a gap left by articles approved for publication in 2019 (appearing as articles published in 2019) but still pending publication at the time this study was conducted.

Adamson, I., Chan, K.-M., & Handford, D. (2003). Relationship marketing: Customer commitment and trust as a strategy for the smaller Hong Kong corporate banking. International Journal of Bank Marketing, 21 (6/7), 347–358.

Article   Google Scholar  

Adiwijaya, K., Wahyuni, S., & Mussry, J. S. (2017). Marketing ambidexterity and marketing performance: Synthesis, a conceptual framework, and research propositions. In Enhancing Business Stability Through Collaboration  431–442. CRC Press.

Afèche, P., Araghi, M., & Baron, O. (2017). Customer acquisition, retention, and service access quality: Optimal advertising, capacity level, and capacity allocation. Manufacturing & Service Operations Management, 19 (4), 674–691.

Aggarval, C. C., & Yu, P. S. (2002). Finding localized associations in market basket data. IEEE Transactions on Knowledge and Data Engineering, 14 , 51–62.

Alfaro Faus, M. (2004). Temas clave en marketing relacional . McGraw Hill.

Google Scholar  

Alhakimi, W., & Ghaleb, A. (2019). The impact of CRM components system on customer retention in the telecom industry: A case of Y-Telecom in Yemen. Middle East Journal of Management, 6 (4), 378–409.

Aliyu, O. A., & Nyadzayo, M. W. (2018). Reducing employee turnover intention: A customer relationship management perspective. Journal of Strategic Marketing, 26 (3), 241–257.

Alizadeh Zoeram, A., & Karimi Mazidi, A. R. (2018). New Approach for Customer Clustering by Integrating the LRFM Model and Fuzzy Inference System. Iranian Journal of Management Studies, 11 (2), 351–378.

Al-Omoush, K. S., Simón-Moya, V., Atwah Al-ma’aitah, M., & Sendra-García, J. (2021). The determinants of social CRM entrepreneurship: An institutional perspective. Journal of Business Research, 132 , 21–31.

Alnawas, I., & Hemsley-Brown, J. (2019). Market orientation and hotel performance: Investigating the role of high-order marketing capabilities. International Journal of Contemporary Hospitality Management, 31 (4), 1885–1905.

Al-Zadjali, M., & Al-Busaidi, K. A. (2018). Empowering CRM Through Business Intelligence Applications: A Study in the Telecommunications Sector. International Journal of Knowledge Management (IJKM), 14 (4), 68–87.

Ascarza, E., Ebbes, P., Netzer, O., & Danielson, M. (2017). Beyond the target customer: Social effects of customer relationship management campaigns. Journal of Marketing Research, 54 (3), 347–363.

Ashraf, M., Humayon, A. A., Ahmad, J., & Abbas, M. (2017). Three condensed importance of interfunctional communication for the acceptance of CRM system. Cogent Business & Management, 4 (1), 1402474.

Ayyagari, M. R. (2021). A framework for analytical CRM assessments challenges and recommendations. International Journal of Information, Business and Management, 13 (2), 108–121.

Barac, D., Ratkovic-Živanovic, V., Labus, M., Milinovic, S., & Labus, A. (2017). Fostering partner relationship management in B2B ecosystems of electronic media. Journal of Business & Industrial Marketing, 32 (8), 1203–1216.

Ben Rhouma, T., & Zaccour, G. (2017). Optimal marketing strategies for the acquisition and retention of service subscribers. Management Science, 64 (6), 2609–2627.

Bennett, P. D. (1995). AMA dictionary of marketing terms . NTC Publishing Group.

Bennett, R., & Barkensjo, A. (2005). Relationship quality, relationship marketing, and client perceptions of the levels of service quality of charitable organizations. International Journal of Service Industry Management, 16 (1), 81–106.

Bojanowska, A. (2017). Improving the competitiveness of enterprises through effective customer relationship management. Ekonomia i Prawo. Economics and Law, 16 (4), 359–370.

Breugelmans, E., Bijmolt, T. H., Zhang, J., Basso, L. J., Dorotic, M., Kopalle, P., & Wünderlich, N. V. (2015). Advancing research on loyalty programs: A future research agenda. Marketing Letters, 26 (2), 127–139.

Brockman, B. K., Park, J. E., & Morgan, R. M. (2017). The Role of Buyer Trust in outsourced CRM: Its influence on organizational learning and performance. Journal of Business-to-Business Marketing, 24 (3), 201–219.

Bucic, T., Ngo, L. V., & Sinha, A. (2017). Improving the effectiveness of market-oriented organisation: Empirical evidence from an emerging economy. Australian Journal of Management, 42 (2), 308–327.

Budiman, A., Bačík, R., Fedorko, R., Ivanková, V., Turáková, A., & Kovaľová, E. (2019). Healthcare facilities website and their impact on customer satisfaction from the perspective of customer relationship management (CRM).  Polish Journal of Management Studies ,  19 .

Buttle, F. (2004). Customer Relationship Management. Concepts and Tools . Elsevier Butterworth-Heinemann.

Book   Google Scholar  

Callahan, J. L. (2010). Constructing a manuscript: Distinguishing integrative literature reviews and conceptual and theory articles. Human Resource Development Review, 9 (3), 300–304.

Canabal, A., & White, G. O., III. (2008). Entry mode research: Past and future. International Business Review, 17 (3), 267–284. https://www.sciencedirect.com/science/article/pii/S0969593108000036

Canhoto, A. I., Meadows, M., Ball, K., Daniel, E., Dibb, S., & Spiller, K. (2017). The role of customer management capabilities in public–private partnerships. Journal of Strategic Marketing, 25 (5–6), 384–404.

Chang, C. W., & Zhang, J. Z. (2016). The effects of channel experiences and direct marketing on customer retention in multichannel settings. Journal of Interactive Marketing, 36 , 77–90.

Charoensukmongkol, P., & Sasatanun, P. (2017). Social media use for CRM and business performance satisfaction: The moderating roles of social skills and social media sales intensity. Asia Pacific Management Review, 22 (1), 25–34.

Chen, J. H., & Wu, S. I. (2016). The impact of customer relationship management and internal marketing on business performance: A comparison of lodging industries. Total Quality Management & Business Excellence, 27 (1–2), 17–33.

Chen, C., Geng, L., & Zhou, S. (2020). Design and implementation of bank CRM system based on decision tree algorithm.  Neural Computing and Applications , 1–11.

Cheng, L. C., Wu, C. C., & Chen, C. Y. (2019). Behavior Analysis of Customer Churn for a Customer Relationship System: An Empirical Case Study. Journal of Global Information Management (JGIM), 27 (1), 111–127.

Chierici, R., Mazzucchelli, A., Garcia-Perez, A., & Vrontis, D. (2018). Transforming big data into knowledge: the role of knowledge management practice.  Management Decision .

Chung, Y. C., & Chen, S. J. (2016). Study on customer relationship management activities in Taiwan tourism factories. Total Quality Management & Business Excellence, 27 (5–6), 581–594.

Coda, R. C., & De Castro, G. H. C. (2019). Business-to-business marketing: Brazilian scientific production from 2008 to 2018. Revista De Administração De Empresas, 59 (4), 258–270.

Cricelli, L., Famulari, F. M., Greco, M., & Grimaldi, M. (2020). Searching for the one: Customer relationship management software selection.  Journal of Multi‐Criteria Decision Analysis .

Cruz, A., & Vasconcelos, A. (2015). A Reference Application Architecture for the CRM Domain: The Portuguese Citizen Space Case Study. International Journal of Enterprise Information Systems (IJEIS), 11 (2), 24–49.

Cu, T., Schneider, H., & Scotter, J. V. (2019). How Does Sentiment Content of Product Reviews Make Diffusion Different? Journal of Computer Information Systems, 59 (2), 127–135.

Das, K. (2009). Relationship marketing research (1994–2006) An academic literature review and classification. Marketing Intelligence & Planning, 27 (3), 326–363.

de Guzmán Miranda, J. C. N. (2014). Estrategia de marketing relacional para lograr la fidelización de los clientes. Apuntes Universitarios. Revista De Investigación, 4 (2), 25–42.

Denizci Guillet, B., & Shi, X. (2019). Can revenue management be integrated with customer relationship management? International Journal of Contemporary Hospitality Management, 31 (2), 978–997.

Dewnarain, S., Ramkissoon, H., & Mavondo, F. (2019). Social customer relationship management: An integrated conceptual framework. Journal of Hospitality Marketing & Management, 28 (2), 172–188.

Di Benedetto, C. A. (2017). Corporate social responsibility as an emerging business model in fashion marketing. Journal of Global Fashion Marketing, 8 (4), 251–265.

Díez de Castro, E., Galán González, J. L., & Martín Armario, E. (2002). Introducción a la economía de la empresa. I. Madrid: Pirámide.

Diffley, S., McCole, P., & Carvajal-Trujillo, E. (2018). Examining social customer relationship management among Irish hotels. International Journal of Contemporary Hospitality Management, 30 (2), 1072–1091.

Drew, J. H., Mani, D. R., Betz, A. L., & Datta, P. (2001). Targeting customers with statistical and data-mining techniques. Journal of Service Research, 3 , 205–220.

Duggal, E., & Verma, H. V. (2017). Relationship Quality: What It Means in Indian Retail Context? International Journal of Asian Business and Information Management (IJABIM), 8 (3), 14–35.

Dukić, B., & Gale, V. (2015). Customer relationship management aimed at retaining customers. Ekonomski Vjesnik, 38 (2), 583.

El-Gohary, H., Edwards, D. J., & Huang, J. (2013). Customer relationship management (CRM) practices by small businesses in developing economies: A case study of Egypt. International Journal of Customer Relationship Marketing and Management (IJCRMM), 4 (2), 1–20.

Fidel, P., Schlesinger, W., & Cervera, A. (2015). Collaborating to innovate: Effects on customer knowledge management and performance. Journal of Business Research, 68 (7), 1426–1428.

Filip, A., Vrânceanu, D. M., Georgescu, B., & Marinescu, D. E. (2016). Relationship marketing stage of development in Romanian banking industry. Amfiteatru Economic Journal, 18 (41), 199–214.

Foltean, F. S., Trif, S. M., & Tuleu, D. L. (2019). Customer relationship management capabilities and social media technology use: Consequences on firm performance. Journal of Business Research, 104 , 563–575.

Frederick, H., O'Connor, A., & Kuratko, D. F. (2018).  Entrepreneurship . Cengage AU.

Fu, H. P., & Chang, T. S. (2016). An analysis of the factors affecting the adoption of cloud consumer relationship management in the machinery industry in Taiwan. Information Development, 32 (5), 1741–1756.

Galvão, M. B., de Carvalho, R. C., Oliveira, L. A. B. D., & Medeiros, D. D. D. (2018). Customer loyalty approach based on CRM for SMEs. Journal of Business & Industrial Marketing, 33 (5), 706–716.

García Moreno, S. M., Rico García, M. de G., Nájera Sánchez, J. J., & Universidad Rey Juan Carlos. (2001). Organización y administración de empresas : una visión práctica. Madrid: ESIC : Universidad Rey Juan Carlos.

Garrido-Moreno, A., Lockett, N., & Garcia-Morales, V. (2015). Exploring the role of knowledge management practices in fostering customer relationship management as a catalyst of marketing innovation. Baltic Journal of Management, 10 (4), 393–412.

Gil-Gomez, H., Guerola-Navarro, V., Oltra-Badenes, R., & Lozano-Quilis, J. A. (2020). Customer relationship management: Digital transformation and sustainable business model innovation. Economic Research-Ekonomska Istraživanja, 33 (1), 2733–2750. https://doi.org/10.1080/1331677X.2019.1676283

Gil-Gomez, H., Oltra-Badenes, R., Guerola-Navarro, V., & Zegarra Saldaña, P. (2021). Crowdfunding: A bibliometric analysis. International Entrepreneurship and Management Journal . https://doi.org/10.1007/s11365-021-00784-0

Gilal, et al. (2018). The role of self-determination theory in marketing science: An integrative review and agenda for research. European Management Journal . https://doi.org/10.1016/j.emj.2018.10.004

Gu, W., Foster, K., & Shang, J. (2016). Enhancing market service and enterprise operations through a large-scale GIS-based distribution system. Expert Systems with Applications, 55 , 157–171.

Guerola-Navarro, V., Oltra-Badenes, R., Gil-Gómez, H. & Stratu-Strelet, D. (2019). Eid@ cloud: Integración de la identificación electrónica en plataformas europeas en la nube de acuerdo con el reglamento eidas.  3c Empresa: investigación y pensamiento crítico ,  8 (3), 64–87. https://doi.org/10.17993/3cemp.2019.080339.64-8

Guerola-Navarro, V., Oltra-Badenes, R. y Gil-Gomez, H. (2020a). Análisis de la relación entre el grado de introducción de CRM y los beneficios de la empresa a través del desempeño organizacional y la innovación empresarial.  3c Empresa: investigación y pensamiento crítico ,  9 (1), 67–87. https://doi.org/10.17993/3cemp.2020a.090141.67-87

Guerola-Navarro, V., Oltra-Badenes, R., Gil-Gomez, H., & Gil-Gomez, J. A. (2020b). Customer relationship management (CRM): A bibliometric analysis. International Journal of Services Operations and Informatics, 10 (3), 242–268. https://doi.org/10.1504/IJSOI.2020.108988

Guerola-Navarro, V., Oltra-Badenes, R., Gil-Gomez, H., & Gil-Gomez, J. A. (2020c). Research model for measuring the impact of Customer Relationship Management (CRM) on performance indicators. Economic Research-Ekonomska Istraživanja, 34 (1), 2669–2691. https://doi.org/10.1080/1331677X.2020.1836992

Guerola-Navarro, V., Gil-Gomez, H., Oltra-Badenes, R., & Sendra-García, J. (2021a). Customer relationship management and its impact on Innovation: A literature review. Journal of Business Research, 129 , 83–87. https://doi.org/10.1016/j.jbusres.2021.02.050

Guerola-Navarro, V., Oltra-Badenes, R., Gil-Gomez, H., & Iturricha Fernández, A. (2021b). Customer relationship management (CRM) and Innovation: A qualitative comparative analysis (QCA) in the search for improvements on the firm performance in winery sector. Technological Forecasting & Social Change, 169 , 1–13. https://doi.org/10.1016/j.techfore.2021.120838

Gupta, G., & Aggarwal, H. (2016). Analysing customer responses to migrate strategies in making retailing and CRM effective. International Journal of Indian Culture and Business Management, 12 (1), 92–127.

Haenlein, M. (2017). How to date your clients in the 21st century: Challenges in managing customer relationships in today’s world. Business Horizons, 60 (5), 577–586.

Hamidi, H., & Safareeyeh, M. (2019). A model to analyze the effect of mobile banking adoption on customer interaction and satisfaction: A case study of m-banking in Iran. Telematics and Informatics, 38 , 166–181.

Harker, M. J. (1999). Relationship marketing defined? An examination of current relationship marketing definitions. Marketing Intelligence & Planning, 17 (1), 13–20.

He, Z., Xu, X., Huang, J. Z., & Deng, S. (2004). Mining class outliers: Concepts, algorithms and applications in CRM. Expert Systems with Applications, 27 , 681–697.

Hernández Sampieri, R., Fernández Collado, C., & Baptista Lucio, P. (1996). Metodología de la Investigación. XXVI Mc. Graw Hill.

Hills, G. E., Hultman, C. M., & Miles, M. P. (2008). The evolution and development of entrepreneurial marketing. Journal of Small Business Management, 46 (1), 99–112.

Hitka, M., Pajtinkova-Bartakova, G., Lorincova, S., Palus, H., Pinak, A., Lipoldova, M., & Klaric, K. (2019). SUSTAINABILITY IN MARKETING THROUGH CUSTOMER RELATIONSHIP MANAGEMENT IN A TELECOMMUNICATION COMPANY. Marketing, 4 , 195.

Hu, M. M., Yang, S., & Xu, D. Y. (2019). Understanding the Social Learning Effect in Contagious Switching Behavior. Management Science, 65 (10), 4771–4794.

Hu, R., Lin, M., & Shieh, C. J. (2018). Performance evaluation of basic-level farmers’ associations introducing customer relationship management. CUSTOS E AGRONEGOCIO ON LINE, 14 (2), 411–421.

Huang, D. Y., & Lin, C. Y. (2005). Customer-oriented financial service personalization. Industrial Management and Data Systems, 105 (1), 26–44.

Hult, G. T., & Ketchen, D. J. (2001). Does market orientation matter? a test of the relationship between positional advantage and performance. Strategic Management Journal, 22 (9), 899–906.

Hutchinson, K., Donnell, L. V., Gilmore, A., & Reid, A. (2015). Loyalty card adoption in SME retailers: The impact upon marketing management. European Journal of Marketing, 49 (3/4), 467–490.

Ivan, C., & Popa, R. (2015). A cloud based mobile dispatching system with built-in social CRM component: Design and implementation. Computers, 4 (3), 176–214.

Jaber, F., & Simkin, L. (2017). Unpicking antecedents of CRM adoption: A two-stage model. Journal of Strategic Marketing, 25 (5–6), 475–494.

Jones, R., & Rowley, J. (2011). Entrepreneurial marketing in small businesses: A conceptual exploration. International Small Business Journal, 29 (1), 25–36.

Junaid, M., Hou, F., Hussain, K., & Kirmani, A. A. (2019). Brand love: The emotional bridge between experience and engagement, generation-M perspective. Journal of Product & Brand Management, 28 (2), 200–215.

Kahiya, E. T. (2018). Five decades of research on export barriers: Review and future directions. International Business Review.  https://www.sciencedirect.com/science/article/pii/S0969593117303141

Kamboj, S., Yadav, M., Rahman, Z., & Goyal, P. (2016). Impact of social CRM capabilities on firm performance: Examining the mediating role of co-created customer experience. International Journal of Information Systems in the Service Sector (IJISSS), 8 (4), 1–16.

Kang, J. Y. M., & Kim, J. (2017). Online customer relationship marketing tactics through social media and perceived customer retention orientation of the green retailer. Journal of Fashion Marketing and Management: An International Journal, 21 (3), 298–316.

Kantorová, K., & Bachmann, P. (2018). Social customer relationship management and organizational characteristics. Information, 9 (12), 306.

Kaptein, M. (2018). Customizing persuasive messages; the value of operative measures. Journal of Consumer Marketing, 35 (2), 208–217.

Karimi, R., Somers, T. M., & Gupta, Y. P. (2001). Impact of information technology management practices on customer service. Journal of Management Information Systems, 17 (4), 125–158.

Kashani, F. H., & Shahmirzaloo, Z. (2017). Developing marketing strategies using customer relationship management and data mining (case study: Perperook chain restaurants).

Kim, K. H., & Kumar, V. (2018). The Relative Influence of Economic and Relational Direct Marketing Communications on Buying Behavior in Business-to-Business Markets. Journal of Marketing Research, 55 (1), 48–68.

Knoll, J., & Matthes, J. (2017). The effectiveness of celebrity endorsements: A meta-analysis. Journal of the Academy of Marketing Science, 45 (1), 55–75.

Kracklauer, A. H., Mills, D. Q., & Seifert, D. (2004). Customer management as the origin of collaborative customer relationship management. Collaborative Customer Relationship Management - taking CRM to the next level, 3–6.

Kraus, S., Harms, R., & Fink, M. (2010). Entrepreneurial marketing: Moving beyond marketing in new ventures. International Journal of Entrepreneurship and Innovation Management, 11 (1), 19–34.

Kumar, A, Paul, J & Unnithan, A (2019a). Masstige Marketing: A Review, Synthesis and Research Agenda. Journal of Business Research.  https://doi.org/10.1016/j.jbusres.2019.09.030

Kumar, V., Rajan, B., Venkatesan, R., & Lecinski, J. (2019b). Understanding the role of artificial intelligence in personalized engagement marketing. California Management Review, 61 (4), 135–155.

Lau, H., Nakandala, D., Samaranayake, P., & Shum, P. (2016a). A hybrid multi-criteria decision model for supporting customer-focused profitability analysis. Industrial Management & Data Systems, 116 (6), 1105–1130.

Lau, H., Nakandala, D., Samaranayake, P., & Shum, P. K. (2016b). BPM for supporting customer relationship and profit decision. Business Process Management Journal, 22 (1), 231–255.

Law, R., Fong, D. K. C., Chan, I. C. C., & Fong, L. H. N. (2018). Systematic review of hospitality CRM research. International Journal of Contemporary Hospitality Management, 30 (3), 1686–1704.

Levin, E., Quach, T. N., & Thaichon, P. (2019). Enhancing client-agency relationship quality in the advertising industry–an application of project management. Journal of Business & Industrial Marketing, 34 (2), 463–473.

Li, S., Ragu-Nathan, B., Ragu-Nathan, T. S., & Rao, S. S. (2006). The impact of supply chain management practices on competitive advantage and organizational performance. Omega, 34 (2), 107–124.

Li, Y., Huang, J., & Song, T. (2019). Examining business value of customer relationship management systems: IT usage and two-stage model perspectives. Information & Management, 56 (3), 392–402.

Lin, R. J., Chen, R. H., & Kuan-Shun Chiu, K. (2010). Customer relationship management and innovation capability: An empirical study. Industrial Management & Data Systems, 110 (1), 111–133.

Liu, W., Wang, Z., & Zhao, H. (2020). Comparative study of customer relationship management research from East Asia, North America and Europe: A bibliometric overview. Electronic Markets, 30 (4), 735–757.

Lu, Q. S., & Miller, R. (2019). How Social Media Communications Combine with Customer Loyalty Management to Boost Green Retail Sales. Journal of Interactive Marketing, 46 , 87–100.

Marino, V., & Lo Presti, L. (2018). Engagement, satisfaction and customer behavior-based CRM performance: An empirical study of mobile instant messaging. Journal of Service Theory and Practice, 28 (5), 682–707.

Marolt, M., Pucihar, A., & Zimmermann, H. D. (2015). Social CRM adoption and its impact on performance outcomes: A literature review. Organizacija, 48 (4), 260–271.

Martin, D. M. (2009). The entrepreneurial marketing mix.  Qualitative market research: an international journal .

Martínez-López, F. J., Merigó, J. M., Gázquez-Abad, J. C., & Ruiz-Real, J. L. (2020). Industrial marketing management: Bibliometric overview since its foundation. Industrial Marketing Management, 84 , 19–38.

Matikainen, M., Terho, H., Matikainen, E., Parvinen, P., & Juppo, A. (2015). Effective implementation of relationship orientation in new product launches. Industrial Marketing Management, 45 , 35–46.

Mau, S., Pletikosa, I., & Wagner, J. (2018). Forecasting the next likely purchase events of insurance customers: A case study on the value of data-rich multichannel environments. International Journal of Bank Marketing, 36 (6), 1125–1144.

Mehrabi, H., Coviello, N., & Ranaweera, C. (2019). Ambidextrous marketing capabilities and performance: How and when entrepreneurial orientation makes a difference. Industrial Marketing Management, 77 , 129–142.

Mehta, A., & Tajeddini, J. (2016a). Developing system approach for integrated customer relationship marketing in light of different prospective. Middle East Journal of Management, 3 (2), 110–143.

Mehta, A., & Tajeddini, J. (2016b). Proposed integrated CRM magic quadrant and readiness matrix model for Indian SMEs. Middle East Journal of Management, 3 (3), 179–206.

Menguzzato, M., & Renau, J. J. (1991). La dirección estratégica de la empresa: Un enfoque innovador del management . Ariel.

Merigó, J. M., Gil-Lafuente, A. M., & Yager, R. R. (2015). An overview of fuzzy research with bibliometric indicators. Applied Soft Computing, 27 , 420–433.

Merigó, J. M., & Yang, J. B. (2017). Accounting research: A bibliometric analysis. Australian Accounting Review, 27 (1), 71–100.

Miell, S., Gill, S., & Vazquez, D. (2018). Enabling the digital fashion consumer through fit and sizing technology. Journal of Global Fashion Marketing, 9 (1), 9–23.

Miquel Peris, S., Mollá Descals, A., & Bigné Alcañiz, J. E. (1994). Introducción al marketing . McGraw-Hill/Interamericana de España.

Mohammadhossein, N., Ahmad, M. N., Zakaria, N. H., & Goudarzi, S. (2015). A study towards the relation of customer relationship management customer benefits and customer satisfaction. International Journal of Enterprise Information Systems (IJEIS), 10 (1), 11–31.

Morgan, N. A., Feng, H., & Whitler, K. A. (2018). Marketing capabilities in international marketing. Journal of International Marketing, 26 (1), 61–95.

Mosavi, A. B., & Afsar, A. (2018). Customer Value Analysis in Banks Using Data Mining and Fuzzy Analytic Hierarchy Processes. International Journal of Information Technology & Decision Making, 17 (03), 819–840.

Mulet-Forteza, C., Genovart-Balaguer, J., Merigó, J. M., & Mauleon-Mendez, E. (2019). Bibliometric structure of IJCHM in its 30 years.  International Journal of Contemporary Hospitality Management

Naudé, P., & Sutton-Brady, C. (2019). Relationships and networks as examined in Industrial Marketing Management. Industrial Marketing Management, 79 , 27–35.

Nawaser, K., & Jahanshahi, A. A. (2018). The antecedents of firm innovativeness: Empirical evidence from small-sized firms. Middle East Journal of Management, 5 (2), 105–120.

Nemati, Y., Mohaghar, A., Alavidoost, M. H., & Babazadeh, H. (2018). A CLV-Based Framework to Prioritize Promotion Marketing Strategies: A Case Study of Telecom Industry. Iranian Journal of Management Studies, 11 (3), 437–462.

Ngai, E. W. (2005). Customer relationship management research (1992–2002) An academic literature review and classification. Marketing Intelligence & Planning, 23 (6), 582–605.

Ngai, E. W., Xiu, L., & Chau, D. C. (2009). Application of data mining techniques in customer relationship management: A literature review and classification. Expert Systems with Applications, 36 (2), 2592–2602.

Nielson, C. (1998). An empirical examination of the role of ‘closeness’ in industrial buyer-seller relationships. European Journal of Marketing, 32 (5/6), 441–463.

Ochoa Laburu, C. (1996). Economía y organización de empresas. San Sebastián: Donostiarra.

Ochoa Laburu, C., & Arana Pérez, P. (1997). Gestión de la producción: conceptos, tipología de problemas, métodos, problemas de implantación. San Sebastián: Donostiarra.

Oh, J. H., & Ma, J. (2018). Multi-stage expectation-confirmation framework for salespeople expectation management. Journal of Business & Industrial Marketing, 33 (8), 1165–1175.

Olavarría-Jaraba, A., Cambra-Fierro, J. J., Centeno, E., & Vázquez-Carrasco, R. (2018). Relationship quality as an antecedent of customer relationship proneness: A cross-cultural study between Spain and Mexico. Journal of Retailing and Consumer Services, 42 , 78–87.

Oltra-Badenes, R., Gil-Gomez, H., Guerola-Navarro, V., & Vicedo, P. (2019). Is It Possible to Manage the Product Recovery Processes in an ERP? Analysis of Functional Needs. Sustainability, 11 (16), 4380. https://doi.org/10.3390/su11164380

Orantes Jiménez, S. D., Vázquez Álvarez, G., & Tejeida Padilla, R. (2017). Customer Relationship Management Systemic Model in Hotelier Sector: Are the Hotel Companies Gaining Benefits with Practices Oriented to the Relationship with the Clients? Computación y Sistemas, 21 (3), 527–535.

Oumar, T. K., & Mang’Unyi, E. E., Govender, K. K., & Rajkaran, S. (2017). Exploring the e-CRM–e-customer-e-loyalty nexus: A Kenyan commercial bank case study. Management & Marketing, 12 (4), 674–696.

Ozuem, W., & Thomas, T. (2015). Inside the Small Island Economies: Loyalty Strategies in the Telecommunications Sector. In  Marketing and Consumer Behavior: Concepts, Methodologies, Tools, and Applications  1622–1655. IGI Global.

Palmer, A., & Koenig-Lewis, N. (2009). An experiential, social network-based approach to direct marketing. Direct Marketing: An International Journal, 3 (3), 162–176.

Parvatiyar, A., & Sheth, J. N. (2001). Customer relationship management: Emerging practice, process, and discipline. Journal of Economic & Social Research, 3 , 1–34.

Paul, J., & Benito, G. R. (2018). A review of research on outward foreign direct investment from emerging countries, including China: What do we know, how do we know and where should we be heading? Asia Pacific Business Review, 24 (1), 90–115. https://www.tandfonline.com/doi/abs/10.1080/13602381.2017.1357316

Paul, J., & Rosado-Serrano, A. (2019). Gradual internationalization vs born-global/international new venture models. International Marketing Review . https://doi.org/10.1108/IMR-10-2018-0280

Paul, J., & Mas, E. (2019). Toward a 7-P framework for international marketing. Journal of Strategic Marketing , 1–21.  https://doi.org/10.1080/0965254X.2019.1569111

Paul, J. (2019), Marketing in emerging markets: a review, theoretical synthesis and extension. International Journal of Emerging Markets .  https://doi.org/10.1108/IJOEM-04-2017-0130

Paul, J., & Singh, G. (2017). The 45 years of foreign direct investment research: Approaches, advances and analytical areas. The World Economy, 40 (11), 2512–2527. https://onlinelibrary.wiley.com/doi/full/10.1111/twec.12502

Payne, A., & Frow, P. (2005). A strategic framework for customer relationship management. Journal of Marketing, 69 (4), 167–176.

Pedron, C. D., Picoto, W. N., Dhillon, G., & Caldeira, M. (2016). Value-focused objectives for CRM system adoption. Industrial Management & Data Systems, 116 (3), 526–545.

Pesonen, J., Komppula, R., & Murphy, J. (2019). Plastic loyalty–Investigating loyalty card programs for a Finnish hotel chain. Tourism Management, 73 , 115–122.

Pohludka, M., & Štverková, H. (2019). The best practice of CRM implementation for small-and medium-sized enterprises. Administrative Sciences, 9 (1), 22.

Powell, A., Noble, C. H., Noble, S. M., & Han, S. (2018). Man vs machine: Relational and performance outcomes of technology utilization in small business CRM support capabilities. European Journal of Marketing, 52 (3/4), 725–757.

Prinzie, A., & Poel, D. V. D. (2006). Investigating purchasing-sequence patterns for financial services using Markov, MTD and MTDg models. European Journal of Operational Research, 170 , 710–734.

Rahimi, R., & Gunlu, E. (2016). Implementing customer relationship management (CRM) in hotel industry from organizational culture perspective: Case of a chain hotel in the UK. International Journal of Contemporary Hospitality Management, 28 (1), 89–112.

Randhawa, K., Wilden, R., & Hohberger, J. (2016). A bibliometric review of open innovation: Setting a research agenda. Journal of Product Innovation Management, 33 (6), 750–772. https://onlinelibrary.wiley.com/doi/10.1111/jpim.12312

Ravasan, A. Z., & Mansouri, T. (2018). A fuzzy anp based weighted rfm model for customer segmentation in auto insurance sector. In  Intelligent Systems: Concepts, Methodologies, Tools, and Applications,  1050–1067. IGI Global.

Reinartz, W., Krafft, M., & Hoyer, W. D. (2004). The customer relationship management process: Its measurement and impact on performance. Journal of Marketing Research, 41 (3), 293–305.

Rodriguez, M., & Trainor, K. (2016). A conceptual model of the drivers and outcomes of mobile CRM application adoption. Journal of Research in Interactive Marketing, 10 (1), 67–84.

Roopchund, R. (2019). Exploring Social CRM for Development of SMEs in Mauritius. Journal of Enterprising Culture, 27 (01), 93–109.

Samiee, S., & Walters, P. G. (2003). Relationship marketing in an international context: A literature review. International Business Review, 12 (2), 193–214.

Sánchez, J. C. (2011). Entrepreneurship: Introduction.  Psicothema ,  23 (3), 424–426. Retrieved from: https://reunido.uniovi.es/index.php/PST/article/view/9081

Serebrennikova, A. (2016). Customer Relationship Management System as a Tool for Improving Bank’s Competitiveness. UPRAVLENETS-THE MANAGER, 4 , 66–75.

Siems, F. U., Bystrova, O., & Niemand, T. (2015). The life event cycle as an instrument of relationship management in SMEs: Theory, results of an empirical investigation at a health club and management implications. International Journal of Entrepreneurial Venturing, 7 (3), 251–265.

Sin, L. Y., Tse, A. C., & Yim, F. H. (2005). CRM: Conceptualization and scale development. European Journal of Marketing, 39 (11/12), 1264–1290.

Singh, J., & Saini, S. (2016). Importance of CEM in CRM-CL framework. Journal of Modelling in Management, 11 (1), 91–115.

Singh, J., Shukla, P., & Kalafatis, S. P. (2017). IT usage for enhancing trade show performance: Evidence from the aviation services. Journal of Business & Industrial Marketing, 32 (3), 398–408.

Skarmeas, D., Zeriti, A., & Argouslidis, P. (2019). Importer and exporter capabilities, governance mechanisms, and environmental factors determining customer-perceived relationship value. Industrial Marketing Management, 78 , 158–168.

Smart, D. T., & Conant, J. S. (1994). Entrepreneurial orientation, distinctive marketing competencies and organizational performance. Journal of Applied Business Research (JABR), 10 (3), 28–38.

Snyder, H. (2019). Literature review as a research methodology: An overview and guidelines. Journal of Business Research, 104 , 333–339.

So, K. K. F., King, C., Sparks, B. A., & Wang, Y. (2016). Enhancing customer relationships with retail service brands: The role of customer engagement. Journal of Service Management, 27 (2), 170–193.

Soltani, Z., & Navimipour, N. J. (2016). Customer relationship management mechanisms: A systematic review of the state of the art literature and recommendations for future research. Computers in Human Behavior, 61 , 667–688.

Sota, S., Chaudhry, H., & Srivastava, M. K. (2020). Customer relationship management research in hospitality industry: A review and classification. Journal of Hospitality Marketing & Management, 29 (1), 39–64.

Stokes, D. (2000). Putting entrepreneurship into marketing: the processes of entrepreneurial marketing.  Journal of research in marketing and entrepreneurship .

Stone, M., Aravopoulou, E., Gerardi, G., Todeva, E., Weinzierl, L., Laughlin, P., & Stott, R. (2017). How platforms are transforming customer information management. The Bottom Line, 30 (3), 216–235.

Storbacka, K., Strandvik, T., & Gronroos, C. (1994). Managing customer relationships for profit: The dynamics of relationship quality. International Journal of Service Industry Management, 5 (5), 21–38.

Swarts, K. M., Lehman, K., & Lewis, G. K. (2016). The use of social customer relationship management by building contractors: Evidence from Tasmania. Construction Management and Economics, 34 (4–5), 302–316.

Swift, R. S. (2001). Accelerating customer relationships: Using CRM and relationship technologies. Upper saddle river . Prentice Hall PTR.

Torraco, R. J. (2005). Writing integrative literature reviews: Guidelines and examples. Human Resource Development Review, 4 (3), 356–367.

Tsai, H. H. (2011). Research trends analysis by comparing data mining and customer relationship management through bibliometric methodology. Scientometrics, 87 (3), 425–450.

Ulaga, W., & Eggert, A. (2006). Relationship value and relationship quality. European Journal of Marketing, 40 (3/4), 311–327.

Ullah, I., Raza, B., Malik, A. K., Imran, M., Islam, S. U., & Kim, S. W. (2019). A Churn Prediction Model Using Random Forest: Analysis of Machine Learning Techniques for Churn Prediction and Factor Identification in Telecom Sector. IEEE Access, 7 , 60134–60149.

Vallaster, C., Kraus, S., Lindahl, J. M. M., & Nielsen, A. (2019). Ethics and entrepreneurship: A bibliometric study and literature review. Journal of Business Research, 99 , 226–237.

Vazquez, R., Iglesias, V., & Alvarez-Gonzalez, L. (2005). Distribution channel relationships: The conditions and strategic outcomes of cooperation and between manufacturer and distributor. International Review of Retail, Distribution & Consumer Research, 15 (2), 125–150.

Venturini, W. T., & Benito, Ó. G. (2015). CRM software success: A proposed performance measurement scale. Journal of Knowledge Management, 19 (4), 856–875.

Vicedo, P., Gil-Gomez, H., Oltra-Badenes, R., & Guerola-Navarro, V. (2020). A bibliometric overview of how critical success factors influence on enterprise resource planning implementations. Journal of Intelligent & Fuzzy Systems, 38 (5), 5475–5487. https://doi.org/10.3233/JIFS-179639

Wali, A. F., Uduma, I. A., & Wright, L. T. (2016). Customer relationship management (CRM) experiences of Business-to-Business (B2B) marketing firms: A qualitative study. Cogent Business & Management, 3 (1), 1183555.

Wang, Z., & Kim, H. G. (2017). Can social media marketing improve customer relationship capabilities and firm performance? Dynamic capability perspective. Journal of Interactive Marketing, 39 , 15–26.

Williams, P., Ashill, N., & Naumann, E. (2017). Toward a contingency theory of CRM adoption. Journal of Strategic Marketing, 25 (5–6), 454–474.

Yang, Q., & Hu, Z. H. (2015). A Relationship Study on Marketing Strategy Management towards Customer Relationship Management and Perceived Value. Acta Oeconomica, 65 (s2), 173–185.

Yang, Y. T., & Shieh, J. C. (2019). Is there the Pareto principle in public library circulation? A case study of one public library in Taiwan. Malaysian Journal of Library & Information Science, 24 (2), 97–113.

Yoon, K., & Sims, J. D. (2014). Re-Conceptualizing Relational Integrated Marketing Communications from the Perspective of Social CRM. In  Integrating Social Media into Business Practice, Applications, Management, and Models,  222–253. IGI Global.

Youssef, Y. M. A., Johnston, W. J., AbdelHamid, T. A., Dakrory, M. I., & Seddick, M. G. S. (2018). A customer engagement framework for a B2B context. Journal of Business & Industrial Marketing, 33 (1), 145–152.

Download references

Open Access funding provided thanks to the CRUE-CSIC agreement with Springer Nature.

Author information

Authors and affiliations.

Departamento de Organización de Empresas, Universitat Politècnica de València, Valencia, Spain

Vicente Guerola-Navarro, Hermenegildo Gil-Gomez & Raul Oltra-Badenes

Departamento de Organización de Empresas Y Finanzas, Universidad Murcia, Murcia, Spain

Pedro Soto-Acosta

You can also search for this author in PubMed   Google Scholar

Corresponding author

Correspondence to Vicente Guerola-Navarro .

Ethics declarations

Conflict of interest, additional information, publisher's note.

Springer Nature remains neutral with regard to jurisdictional claims in published maps and institutional affiliations.

Rights and permissions

Open Access This article is licensed under a Creative Commons Attribution 4.0 International License, which permits use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons licence, and indicate if changes were made. The images or other third party material in this article are included in the article's Creative Commons licence, unless indicated otherwise in a credit line to the material. If material is not included in the article's Creative Commons licence and your intended use is not permitted by statutory regulation or exceeds the permitted use, you will need to obtain permission directly from the copyright holder. To view a copy of this licence, visit http://creativecommons.org/licenses/by/4.0/ .

Reprints and permissions

About this article

Guerola-Navarro, V., Gil-Gomez, H., Oltra-Badenes, R. et al. Customer relationship management and its impact on entrepreneurial marketing: a literature review. Int Entrep Manag J (2022). https://doi.org/10.1007/s11365-022-00800-x

Download citation

Accepted : 22 May 2022

Published : 13 June 2022

DOI : https://doi.org/10.1007/s11365-022-00800-x

Share this article

Anyone you share the following link with will be able to read this content:

Sorry, a shareable link is not currently available for this article.

Provided by the Springer Nature SharedIt content-sharing initiative

  • Customer relationship management
  • Entrepreneurship
  • State of the art
  • Find a journal
  • Publish with us
  • Track your research

research paper in marketing management

Academia.edu no longer supports Internet Explorer.

To browse Academia.edu and the wider internet faster and more securely, please take a few seconds to  upgrade your browser .

  •  We're Hiring!
  •  Help Center

Marketing Management

  • Most Cited Papers
  • Most Downloaded Papers
  • Newest Papers
  • Save to Library
  • Last »
  • Marketing Follow Following
  • Marketing Strategy Follow Following
  • Marketing Research Follow Following
  • Consumer Behavior Follow Following
  • Marketing Strategies Follow Following
  • Services Marketing and Management Follow Following
  • International Marketing Follow Following
  • Marketing Communications Follow Following
  • Internet Marketing Follow Following
  • Market Research Follow Following

Enter the email address you signed up with and we'll email you a reset link.

  • Academia.edu Publishing
  •   We're Hiring!
  •   Help Center
  • Find new research papers in:
  • Health Sciences
  • Earth Sciences
  • Cognitive Science
  • Mathematics
  • Computer Science
  • Academia ©2024
  • How it works

Useful Links

How much will your dissertation cost?

Have an expert academic write your dissertation paper!

Dissertation Services

Dissertation Services

Get unlimited topic ideas and a dissertation plan for just £45.00

Order topics and plan

Order topics and plan

Get 1 free topic in your area of study with aim and justification

Yes I want the free topic

Yes I want the free topic

25 Marketing Management Dissertation Topics

Published by Owen Ingram at January 2nd, 2023 , Revised On August 18, 2023

Are you a marketing or management student looking for specific marketing management dissertation topics? If yes, your search is over because this article provides 25 highly focused marketing management dissertation ideas and examples for your consideration.

Marketing management refers to planning, organising, coordinating, and controlling marketing functions within a company. Sales, distribution, and customer service are all related to marketing management because they connect a brand with customers, suppliers, and other partners. Other areas of marketing management include public relations and direct advertising activities.

Furthermore, marketing management involves planning for the marketing mix, which is essential for promoting any business. It encompasses various responsibilities, from product development to pricing strategies and channel selection.

Marketing managers perform:

  • Detailed market research
  • Develop product and service branding strategies
  • Develop strategies for targeting customers
  • Identify the marketing activities to be undertaken within the budget.

Increased sales revenue and market share are the primary goals of marketing management. Therefore, improving product quality and service levels will improve customer satisfaction.

Also read Sports management dissertation topics , event management thesis ideas , operations management thesis ideas , management thesis topics , and asset management thesis topics .

Marketing Management Research Areas For Dissertation

Marketing management can be divided into four main types as categorized by the American Marketing Association (AMA):

  • Customer relationship management (CRM)
  • Product lifecycle management (PLM)
  • Supply chain management (SCM)
  • Market analytics.

These are briefly explained below.

Customer Relationship Management

Customers who have not engaged with a company for a long time can be won back through CRM strategies—providing personalized products, services, and communication to create a long-term relationship with the customer.

Product Lifecycle Management

The PLM process adds new features, services, and components to existing products over time to create more value. Maintaining consumer needs helps companies improve their margins.

Supply Chain Management

SCM uses technologies like supply chain software to manage inventory flows throughout their supply chain, which extends the company’s internal resources into all aspects of their external relationships with vendors, suppliers, distributors, and retailers.”

Market Analytics

Companies use market analytics to gather insights into consumer behaviour and preferences to make better business decisions. Business Intelligence: Business intelligence collects, analyses, and interprets data from multiple sources to understand how the business performs.

Furthermore, if you are studying business, you may also want to look at the list of business dissertation topics  and  finance dissertation topics .

Benefits of Marketing Management

There are various benefits of using Marketing Management. Some of them are as follows:

  • It increases sales and profits.
  • It improves customer satisfaction.
  • It reduces costs
  • It helps you to identify the problems in your business.
  • It improves the quality of products and services.
  • It builds a competitive advantage.
  • It makes processes more efficient.
  • It increases customer satisfaction.
  • It improves sales
  • It helps to identify new markets.

Order a Full Dissertation

Worried about your dissertation writing project? Not sure where to start?

  • Choose any deadline
  • Plagiarism free
  • Unlimited free amendments
  • Free anti-plagiarism report
  • Completed to match exact requirements

Order a Full Dissertation

List of Dissertation Topics for Marketing Management

Marketing management is a vast field, and it can be challenging to know where to start! Luckily, we’ve done the work for you. Here is a list of the latest marketing management dissertation topics to help you out.

  • Using financial products in the UK retail banking sector
  • A study of how service quality and customer satisfaction affect brand equity
  • A study of the antecedents and consequences of a firm’s reputation
  • Impact of social media marketing on consumer behaviour
  • The role of internet advertising as a marketing tool
  • A study of how supermarket retailers can use customer relationship management (CRM) data to identify consumers and predict buying behaviour
  • The influence of reference groups on purchasing patterns among British consumers
  • Factors that influence product packaging decisions
  • An investigation into how organizational culture influences employee behaviour
  • A preliminary study examined how sales assist the marketing role of security solutions.
  • A thorough analysis of the literature on the term “Coopetition.”
  • The function of marketing management in maintaining efficient supply chains
  • Review of the literature on product innovation in multinational companies
  • The psychology of consumers, how to evaluate it, and how it relates to digital marketing
  • Several of the most prevalent errors are made today in email marketing.
  • Correlation between marketing problem-solving techniques and marketing management support systems.
  • A comparison of marketing management practices in industrialized and developing countries.
  • A comprehensive review of the connection between management sciences and marketing management.
  • Exploring the potential link between corporate financial success and corporate social responsibility
  • A comparison of the regional strategic management of fashion apparel brands.
  • Analysis of market segmentation’s effect on hotel industry customer loyalty.
  • The analysis of the influence of social media on customer relationship management in the hotel industry.
  • The analysis of supply chain management on operational efficiency in the hotel industry.
  • The relationship between customer satisfaction, market share, and profitability
  • An empirical study into the relationship between brand image and consumer perception.

Marketing management has a broad scope as it is not confined to one industry or market. It is necessary to effectively market goods and services in any economic sector. In marketing, strategic thinking, management practices, and techniques are used to develop and implement marketing programs that help businesses flourish and grow. We hope you can pick one from the aforementioned marketing management dissertation topics.

Alternatively, you may want to read about the dissertation proposal writing service and the full dissertation writing service to see how our services can ease your workload by completing your dissertation to the required criteria.

Free Dissertation Topic

Phone Number

Academic Level Select Academic Level Undergraduate Graduate PHD

Academic Subject

Area of Research

Frequently Asked Questions

How to find dissertation topics about marketing management.

For dissertation topics in marketing management:

  • Study recent marketing challenges.
  • Explore consumer behavior trends.
  • Analyze digital marketing innovations.
  • Investigate branding strategies.
  • Examine market segmentation.
  • Consider ethical marketing issues.

You May Also Like

Need interesting and manageable medicine and nursing dissertation topics or titles? Here are the trending medicine and nursing dissertation titles so you can choose the most suitable one.

Need interesting and manageable finance and accounting dissertation topics or thesis? Here are the trending finance and accounting dissertation titles so you can choose the most suitable one.

Here is a list of sports dissertation topics to help you choose the one studies any one as per your requirements.

USEFUL LINKS

LEARNING RESOURCES

DMCA.com Protection Status

COMPANY DETAILS

Research-Prospect-Writing-Service

  • How It Works

News Releases

St. bonaventure university, paper by zhu is published in peer-reviewed academic journal.

  • Privacy Policy
  • Whistleblower Policy
  • Accessibility

U.S. flag

An official website of the United States government

Here’s how you know

Official websites use .gov A .gov website belongs to an official government organization in the United States.

Secure .gov websites use HTTPS A lock ( Lock A locked padlock ) or https:// means you’ve safely connected to the .gov website. Share sensitive information only on official, secure websites.

Fact Sheet 42 CFR Part 2 Final Rule 

Date: February 8, 2024

On February 8, 2024, the U.S. Department of Health & Human Services (HHS) through the Substance Abuse and Mental Health Services Administration (SAMHSA) and the Office for Civil Rights announced a final rule modifying the Confidentiality of Substance Use Disorder (SUD) Patient Records regulations at 42 CFR part 2 (“Part 2”). With this final rule, HHS is implementing the confidentiality provisions of section 3221 of the Coronavirus Aid, Relief, and Economic Security (CARES) Act (enacted March 27, 2020), which require the Department to align certain aspects of Part 2 with the Health Insurance Portability and Accountability Act of 1996 (HIPAA) Rules and the Health Information Technology for Economic and Clinical Health Act (HITECH).

The Part 2 statute (42 U.S.C. 290dd-2) protects “[r]ecords of the identity, diagnosis, prognosis, or treatment of any patient which are maintained in connection with the performance of any program or activity relating to substance use disorder education, prevention, training, treatment, rehabilitation, or research, which is conducted, regulated, or directly or indirectly assisted by any department or agency of the United States.” Confidentiality protections help address concerns that discrimination and fear of prosecution deter people from entering treatment for SUD.

The modifications in this final rule reflect the proposals published in the December 2, 2022, Notice of Proposed Rulemaking (NPRM) and public comments received from: substance use disorder and other advocacy groups; trade and professional associations; behavioral and other health providers; health information technology vendors and health information exchanges; state, local, tribal and territorial governments; health plans; academic institutions, including academic health centers; and unaffiliated or anonymous individuals. Following a 60-day comment period, HHS analyzed and carefully considered all comments submitted from the public on the NPRM and made appropriate modifications before finalizing.

Major Changes in the New Part 2 Rule

The final rule includes the following modifications to Part 2 that were proposed in the NPRM:

  • Allows a single consent for all future uses and disclosures for treatment, payment, and health care operations.
  • Allows HIPAA covered entities and business associates that receive records under this consent to redisclose the records in accordance with the HIPAA regulations. 1
  • Permits disclosure of records without patient consent to public health authorities, provided that the records disclosed are de-identified according to the standards established in the HIPAA Privacy Rule.
  • Restricts the use of records and testimony in civil, criminal, administrative, and legislative proceedings against patients, absent patient consent or a court order.
  • Penalties : Aligns Part 2 penalties with HIPAA by replacing criminal penalties currently in Part 2 with civil and criminal enforcement authorities that also apply to HIPAA violations. 2
  • Breach Notification : Applies the same requirements of the HIPAA Breach Notification Rule 3 to breaches of records under Part 2.
  • Patient Notice : Aligns Part 2 Patient Notice requirements with the requirements of the HIPAA Notice of Privacy Practices.
  • Safe Harbor : Creates a limit on civil or criminal liability for investigative agencies that act with reasonable diligence to determine whether a provider is subject to Part 2 before making a demand for records in the course of an investigation. The safe harbor requires investigative agencies to take certain steps in the event they discover they received Part 2 records without having first obtained the requisite court order.

Substantive Changes Made Since the NPRM

In addition to finalizing modifications to Part 2 that were proposed in the NPRM, the Final Rule includes further modifications informed by public comments, notably the following:

  • Safe Harbor: Clarifies and strengthens the reasonable diligence steps that investigative agencies must follow to be eligible for the safe harbor: before requesting records, an investigative agency must look for a provider in SAMHSA’s online treatment facility locator and check a provider’s Patient Notice or HIPAA Notice of Privacy Practices to determine whether the provider is subject to Part 2.
  • Segregation of Part 2 Data : Adds an express statement that segregating or segmenting Part 2 records is not required.
  • Complaints : Adds a right to file a complaint directly with the Secretary for an alleged violation of Part 2. Patients may also concurrently file a complaint with the Part 2 program.
  • SUD Counseling Notes : Creates a new definition for an SUD clinician’s notes analyzing the conversation in an SUD counseling session that the clinician voluntarily maintains separately from the rest of the patient’s SUD treatment and medical record and that require specific consent from an individual and cannot be used or disclosed based on a broad TPO consent. This is analogous to protections in HIPAA for psychotherapy notes. 4
  • Prohibits combining patient consent for the use and disclosure of records for civil, criminal, administrative, or legislative proceedings with patient consent for any other use or disclosure.
  • Requires a separate patient consent for the use and disclosure of SUD counseling notes.
  • Requires that each disclosure made with patient consent include a copy of the consent or a clear explanation of the scope of the consent.
  • Fundraising : Create a new right for patients to opt out of receiving fundraising communications.

What has not changed in Part 2?

As has always been the case under Part 2, patients’ SUD treatment records cannot be used to investigate or prosecute the patient without written patient consent or a court order.

Records obtained in an audit or evaluation of a Part 2 program cannot be used to investigate or prosecute patients, absent written consent of the patients or a court order that meets Part 2 requirements.

What comes next?

The final rule may be downloaded at https://www.federalregister.gov/public-inspection/2024-02544/confidentiality-of-substance-use-disorder-patient-records . HHS will support implementation and enforcement of this new rule, including through resources related to behavioral health developed by the SAMHSA-sponsored Center of Excellence for Protected Health Information . Persons subject to this regulation must comply with the applicable requirements of this final rule two years after the date of its publication in the Federal Register . The Department will conduct outreach and develop guidance on how to comply with the new requirements, such as filing breach reports when required.

OCR plans to finalize changes to the HIPAA Notice of Privacy Practices (NPP) to address uses and disclosures of protected health information that is also protected by Part 2 along with other changes to the NPP requirements, in an upcoming final rule modifying the HIPAA Privacy Rule.

HHS planning to implement in separate rulemaking the CARES Act antidiscrimination provisions that prohibit the use of patients’ Part 2 records against them.

1   However, these records cannot be used in legal proceedings against the patient without specific consent or a court order, which is more stringent than the HIPAA standard.

2    See 42 U.S.C. 1320d–5 and 1320d-6.

3   Section 13400 of the HITECH Act (codified at 42 U.S.C. 17921) defined the term “Breach”. Section 13402 of the HITECH Act (codified at 42 U.S.C. 17932) enacted breach notification requirements, discussed in detail below.

4    See https://www.hhs.gov/hipaa/for-professionals/faq/2088/does-hipaa-provide-extra-protections-mental-health-information-compared-other-health.html .

IMAGES

  1. Marketing Research Paper

    research paper in marketing management

  2. Market Research Examples

    research paper in marketing management

  3. FREE 40+ Research Paper Samples in PDF

    research paper in marketing management

  4. (PDF) Case Studies in Marketing Management and Sales Management

    research paper in marketing management

  5. Research paper on marketing pdf

    research paper in marketing management

  6. Marketing Research Topics For Projects

    research paper in marketing management

VIDEO

  1. #nptel Integrated Marketing Management assignment week 1 #2024

  2. #1 Marketing Management In Practice Training Orientation (MMP)

  3. Marketing Research

  4. Marketing Management Research Project for MBA

  5. Marketing Management

  6. Marketing Research Process

COMMENTS

  1. Journal of Marketing Management

    The Journal of Marketing Management (JMM) is the official Journal of the Academy of Marketing and is a double-blind peer-reviewed periodical with a global reputation for publishing path-breaking and original contributions. JMM is concerned with all aspects of marketing theory and practice.

  2. (PDF) Marketing Management: Influences the Business Pattern in an

    ... Marketing management is analyzing, planning, implementing and controlling activities in marketing that include ideas, goods, and services based on exchange to generate consumer...

  3. 205096 PDFs

    Jan 2024 Kingsley Asemota Chukwudi Ifekanandu p> This study examined artificial intelligence adoption and marketing performance of quoted manufacturing firms in Nigeria. The study adopted the...

  4. (PDF) Research in Marketing Strategy

    Abstract. Marketing strategy is a construct that lies at the conceptual heart of the field of strategic marketing and is central to the practice of marketing. It is also the area within which many ...

  5. Journal of Marketing Research: Sage Journals

    First published Jan 4, 2024 Buying Future Endorsements from Prospective Influencers on User-Generated Content Platforms Andreas Lanz Jacob Goldenberg Daniel Shapira Florian Stahl Restricted access Research article First published Dec 26, 2023 Sunk Cost Effect, Self-Control, and Contract Design Xing Zhang Ganesh Iyer

  6. Journal of Marketing: Sage Journals

    Journal of Marketing develops and disseminates knowledge about real-world marketing questions relevant to scholars, educators, managers, consumers, policy makers and other societal stakeholders. It is the premier outlet for View full journal description This journal is a member of the Committee on Publication Ethics (COPE). Browse by Most recent

  7. The Rise of New Technologies in Marketing: A Framework and Outlook

    Speci cally, new technology (1) sup-. provides new types of data that enable new analytic methods, (3) creates marketing innovations, and (4) requires new strate-gic marketing frameworks. It is important to keep in mind that human representatives of the rm with machine agents, facilitat-. and Cian 2022).

  8. Research in marketing strategy

    Recent reports regarding the top challenges facing marketers (Table 1) reveal numerous questions within the domain of marketing strategy including: (1) how to create organizational structures that better enable development of marketing strategies that help navigate and adapt to changing customer and firm needs; (2) how to choose the optimal set ...

  9. Digitalization and its impact on contemporary marketing strategies and

    Despite particular research conducted on the issues related to digital marketing and marketing analytics, additional attention is needed to study the revolution and potentially disruptive nature of these domains (Petrescu and Krishen 2021, 2022).Considering the substantial impact of digital marketing and marketing analytics in the current competitive and demanding business landscape, the ...

  10. Marketing Articles, Research, & Case Studies

    Building an 'ARMY' of Fans: Marketing Lessons from K-Pop Sensation BTS. by Shalene Gupta. Few companies can boast a customer base as loyal and engaged as BTS fans. In a case study, Doug Chung shares what marketers can learn from the boyband's savvy use of social media and authentic connection with listeners. 30 Jun 2022.

  11. Artificial intelligence in marketing: Systematic review and future

    The authors undertook the literature review to comprehend the extent of research on enhancing customer experiences through AI. Gacanin and Wagner (2019) described the implementation challenges of autonomous customer experience management (CEM). The paper also narrated how the intelligence network and critical business value driver were established through AI and ML.

  12. Management and marketing innovations: the role of management practices

    This paper investigates the role of management practices and international learning in management and marketing innovations. Additionally, it examines whether these innovations have impact on innovation performance. ... This study aims to advance research on management and marketing innovations by considering management practices and ...

  13. Latest articles from Journal of Marketing Management

    Published online: 03 Jan 2024 38 Views 0 CrossRef citations 0 Altmetric Article When apologies backfire: a moderated mediation model of exposure by NGOs, companies' hypocrisy, and consumers' political orientations Silvia Grappi, Camilla Barbarossa, Veronica Gabrielli & Simona Romani Published online: 03 Jan 2024 92 Views

  14. Marketing Management Research Paper Topics

    Below is a comprehensive list of marketing management research paper topics divided into 10 different categories, each containing 10 specific topics. These topics cater to different levels of complexity and interest and can be explored for detailed research. Academic Writing, Editing, Proofreading, And Problem Solving Services

  15. Marketing

    Research finds seven variables that impact a campaign's effectiveness. Save Share Buy Copies November 24, 2022 What's Your Social Media Strategy?

  16. (PDF) Marketing innovation: a systematic review

    Abstract. This study aims to investigate the development of 'marketing innovation' defined as the implementation of new marketing practices involving significant changes in the design ...

  17. Customer relationship management and its impact on ...

    An exhaustive review of previously published findings in a specific subject area can uncover new lines of research. This paper uses semi-systematic review to the study of the reality of the link between CRM and entrepreneurial marketing in business. This approach is used to comprehensively describe the state of the art of the impact that CRM ...

  18. PDF An Analysis of Strategic Marketing Management on

    This study was conducted the strategic marketing management on organization performance. This paper was documentary research based on past studies of various scholars such as books, magazines, newspapers, journals etc. and electric sources what they had been analyzed about strategic marketing and strategic planning on organization performance.

  19. Marketing Management Research Papers

    226,981 Followers Recent papers in Marketing Management Top Papers Most Cited Papers Most Downloaded Papers Newest Papers People Factors influencing green purchasing behaviour: Empirical evidence from the Lebanese consumers Download by Omar Itani 7 Business , Marketing , Green Marketing , Environmental Sustainability

  20. 25 Marketing Management Dissertation Topics

    Detailed market research Develop product and service branding strategies Develop strategies for targeting customers Identify the marketing activities to be undertaken within the budget. Increased sales revenue and market share are the primary goals of marketing management.

  21. Research Paper Marketing Management

    As Marketing students, we conducted this research to help improve our learnings regarding to the customers satisfaction through E-commerce platform. This study will be undertaken to find out the level of satisfaction in purchasing items rendered by the online shops, example of it is Shoppee, Lazada, and Zalora and to measure its satisfaction ...

  22. (PDF) Journal of Marketing Management

    interact with brands through digital technology, and illustrates a brand management. Downloaded by [Oxford Brookes University] at 02:50 04 June 2014. 918 Journal of Marketing Management, Volume 29 ...

  23. Paper by Zhu is published in peer-reviewed academic journal

    The latest news from St. Bonaventure University. Feb 09, 2024 Dr. Jinjing Zhu, assistant professor of management, co-authored a paper titled "The Evolutionary Game of National Park Tourism Development and Governance: Public Supervision, Government Regulation and Tourism Enterprise" that was published by Environment, Development and Sustainability, a peer-reviewed academic journal.

  24. (PDF) Marketing Management

    PDF | On Jan 1, 2006, P Kotler and others published Marketing Management | Find, read and cite all the research you need on ResearchGate

  25. Fact Sheet 42 CFR Part 2 Final Rule

    The Part 2 statute (42 U.S.C. 290dd-2) protects "[r]ecords of the identity, diagnosis, prognosis, or treatment of any patient which are maintained in connection with the performance of any program or activity relating to substance use disorder education, prevention, training, treatment, rehabilitation, or research, which is conducted ...