The Digital Age in Small and Medium Enterprises: A Bibliometric Exploration of Artificial Intelligence-Based Customer Relationship Management and Its Role in Enhancing Organizational Agility

As the digital age progresses, small and medium-sized businesses (SMEs) are under increasing pressure to improve their responsiveness, creativity, and consumer engagement. This research delves into how digital transformation, AI, and CRM systems interact with one another in small and medium-sized enterprises (SMEs), with a focus on how these three factors affect organizational agility. Using a bibliometric strategy, this study examines the extant literature on Organizational Agility through bibliometric analysis that traces the path of research from 2000 to 2025, and there are 3,104 documents were found in the database. While searching the Scopus database, the author identifies emerging trends, seminal and most-cited papers, authors, universities, and countries that contributed to the development of the theory. Separately, the author again ran the database to find the Scopus documents of academic literature on artificial intelligence customer relationship management systems to spot developing themes, prominent figures, and noteworthy publications. According to the results, there is a rising desire to include AI tools in CRM platforms to improve operational flexibility, personalize customer experiences, and make decisions in real-time. These tools include catboats, machine learning, and predictive analytics. According to the report, these technologies help SMEs remain flexible by allowing them to respond more swiftly to market developments and adjust their plans with greater flexibility. Researchers, industry professionals, and government officials can all benefit from this bibliometric study's findings as they seek to comprehend and use AI-driven CRM systems to boost digital agility and long-term competitiveness.