Using the Scopus database as the main source of scholarly literature, the present study performed a thorough bibliometric analysis looking at how sentiment analysis might be included into Customer Relationship Management (CRM) systems. From 2008 to 2025 the study examined publishing trends, citation networks, and research clusters.

The researchers searched two significant phrases "Sentiment Analysis" AND "Customer Relationship Management" that were employed in ‘all fields’ and whittled down to 989 relevant publications. Through systematic evaluation of bibliometric performance indicators, including co-citation analysis, author collaboration networks, and keyword co-occurrence mapping, this study identifies emerging research themes and recent developments in this domain. Five performance analysis indicators—publications by prolific writers, cumulative publications, affiliations by prestigious universities, contributions from leading publishing companies, and top nations were investigated by the researchers. 201 of the publications came from 2024 most of them. 989 papers in all were added to cumulative publications with great acceleration.

Out of 159 authors, most prolific authors were Chiu, D.K.W.  with 18 documents published in this domain. The University of Hong Kong led with 18 publications. Among various subject areas, Computer Science lead with 599 articles. IEEE Access topped among the different journal sources. Out of 741 cited documents, there were 32,339 citations received with h-index 74. India led with 193 documents among 90 countries. National Natural Science Foundation of China leads with 33, top funding agencies. In scientific mapping, the minimum values for each indicator in the VOSviewer software were determined. Scientific mapping was conducted on author citation, co-citation analysis, bibliographic linking, and most occurring keywords. In co-authorship of 65 countries, India leads in collaboration with other countries. In bibliographic coupling of 2802 organisations, the university of Hongkong led with 11 documents,105 citations. In co-occurrence of author keywords, “sentiment analysis", “machine learning”, “artificial intelligence”, “customer relationship management” were among the top key terms displayed through network visualization. The analysis demonstrates a significant increase in research output since 2008, with particular acceleration in studies focusing on social customer relationship management applications and real-time sentiment analysis integration. Emphasizing the development of sentiment analysis in CRM