Sustainable customer relationship management

Purpose Sustainable customer relationship management (SCRM) is a combination of business strategy, customer-oriented processes and computer systems that seeks to integrate sustainability into management. The purpose this paper contribute the body knowledge marketing, research domains by classifying in categories current state on SCRM, analysing major streams identifying future agenda each category. Design/methodology/approach To identify, select, collect, synthesise, analyse evaluate all published providing complete insight area, PRISMA methodology, content analysis bibliometric tools are used. Findings In total, 139 papers were analysed assess trend number citations these papers; identify top contributing countries, authors, institutions sources; reveal findings streams; develop classification framework composed seven (CRM as key factor for enterprise sustainability, SCRM frameworks, methods, case studies, sustainable supply chain management, marketing management) which academics could expand research; establish challenges. Social implications This have an important positive social environmental impact society because it will lead increase green socially conscious customers with ethical behavior, while also transforming processes, products services, making them more sustainable. Originality/value Customer age development increasing area. Nevertheless, authors' knowledge, there no systematic literature reviews streams, framework, evolution field propose agenda.