Customer relationship management (CRM) has become a critical strategy for higher education institutions (HEIs) to enhance student engagement, institutional efficiency, and digital transformation. Despite its growing adoption, the evolution of CRM research in HEIs, including key contributors, dominant themes, and emerging trends, remains underexplored. This study conducts a bibliometric analysis of Scopus-indexed publications (2014–2024) to map the intellectual landscape of CRM research in higher education. Using Biblioshiny with Bibliometrix version 4.0 and VOSviewer version 1.6.20, this study analyzes publication trends, influential authors and institutions, keyword networks, and thematic developments. The findings indicate a transition from early research on service quality and academic reputation to advanced themes such as AI-driven CRM strategies, multi-channel communication, and social media analytics. While the United Kingdom, India, and Indonesia emerge as leading contributors, gaps persist in cross-cultural CRM applications, the integration of emerging technologies, and the development of standardized evaluation frameworks. This study contributes to CRM scholarship by mapping research trajectories, identifying underexplored areas, and offering actionable insights for future studies. It highlights the expanding role of CRM beyond student engagement, encompassing education quality, labor market, employment growth, technological progress and AI-driven decision-making. These findings emphasize the need for interdisciplinary approaches and robust academic performance to maximize CRM’s strategic potential in higher education.

PT Nusantara Totalindo Logistics (PT NTL) is a company engaged in the logistics transportation sector with fast business growth but is currently in the business introduction and business turbulence phase. In facing the business introduction phase and business turbulence, it is necessary to develop business resilience and adaptation strategies. This study aims to identify PT NTL's business potential and advantages, build business resilience for PT NTL by establishing PT NTL's vision and mission as a corporate statement to support the completeness of organizational documents and designing business resilience formulations for PT NTL through creating work programs, organizational structure, business model canvas, business processes, and business risk mitigation to build a business adaptation strategy. The data for this research were sourced from in-depth interviews and risk management research questionnaires. Based on the results of the study that has been done, a time-framed business adaptation-bearing formulation has been formed through six processes, starting from vision and mission formation to risk management that has adaptation and resilience properties. Business in the face of business turbulence. The management implications of a business resilience strategy are the establishment of a vision and mission according to the resilience and business adaptation strategy, a comprehensive organizational structure, work programs for the next five years according to business turbulence and disruption, a kanas business model that supports work programs up to logistics risk management. Keywords: business introduction phase, risk management, business risk, transportation collaboration system, business turbulence

Sustainable foods are significantly associated with plant-based foods. Plant-based diets are more sustainable than meat-based diets because they require far fewer natural resources and are less stressful on the environment. In addition, the growing concern for the world’s balance and sustainability has increased veganism’s appeal and tempeh is a popular as one of the plant-based food and its health advantages, low cost, and long shelf life. By using literature review analysis, this study was performed by accessing the Scopus database. Tempe position in the plant-based protein market is interesting to watch. The plant-based food sector creates a big disruption to the food industry. The demand for vegetarian and vegan foods, such as soy foods like tempeh, has increased as a result of consumer preference for healthier foods. The soy market in many regions is expected to expand dramatically in the next years as a result of consumers being more aware of the health benefits of soy, presenting a special potential for Indonesian tempeh producers. The study in exploring various food technology innovation in tempeh process to support the tempeh business development, which involves the innovation in raw material, the usage of bioactive peptides, and the strain being used in tempeh processing.

This study investigates the relationship between sociodemographic characteristics and alumni contributions to higher-education institutions in Indonesia. A survey of 199 alumni revealed that slightly more than half were female (54.8%) and unmarried (54.3%), with most being in the early stages of their careers. Social media and WhatsApp emerged as the most frequently accessed digital information sources for engaging with alumni. The overall level of alumni contribution was high, with non-financial contributions, willingness to serve as guest lecturers, and mentoring students being the most prominent forms of engagement in the study. Male alumni reported higher contribution levels than female alumni, particularly in terms of material support, guest lecturing, and student guidance. Married alumni were more active contributors than their unmarried counterparts, especially in terms of non-material contributions and academic involvement. Alumni with more work experience and higher income levels exhibit greater engagement across most contribution types. ANOVA results confirmed that work experience significantly influenced contribution patterns, with those having over 20 years of experience demonstrating the highest levels of involvement in research, social initiatives, internships, guest lectures, and student mentoring. These findings underscore the importance of tailoring alumni contribution strategies based on sociodemographic factors, prioritizing interactive digital platforms, offering diverse contribution opportunities, and fostering long-term relationships to maximize alumni participation and institutional support.

Background: Higher education institutions (HEIs) are increasingly expected to maintain meaningful long-term relationships with alumni. Customer Relationship Management (CRM), particularly when integrated with social media, has emerged as a key strategy for fostering alumni engagement, satisfaction, and contribution.Purpose: This study aims to identify the best-fit structural model that explains alumni contributions through CRM and social media interaction, while also investigating the role of social media as a moderator, mediator, or intervening variable in these relationships.Design/methodology/approach: The study employed Partial Least Squares–Structural Equation Modeling (PLS-SEM) to simulate twelve alternative models using data from 271 alumni of IPB University. These models varied in CRM structure, the inclusion of satisfaction, and the positioning of social media within the pathway.Findings/Result: Twelve structural CRM models were simulated to examine the effect of CRM and social media on alumni outcomes. Among them, Model 12 demonstrated the best fit, with strong explanatory power (R²), predictive relevance (Q²), and low prediction error (RMSE/MAE). The model reveals a sequential pathway: CRM → Customer Satisfaction → Customer Engagement → Customer Loyalty → Alumni Contributions. CRM also influences Social Media, which in turn enhances Satisfaction. All structural paths are statistically significant, indicating that both CRM and social media play a critical role in driving alumni contributions through a satisfaction-based relational process.Conclusion: CRM in higher education is most effective when treated as a socially constructed process mediated by digital interaction. Social media strengthens institutional trust and emotional connection, playing a critical role in converting alumni satisfaction into sustained loyalty and contribution. Universities should implement social CRM strategies by leveraging digital platforms, personalizing alumni communication, and supporting long-term engagement programs.Originality/value: This study contributes to CRM theory by applying social construction theory to alumni engagement and offering an empirically validated model of how social media enhances relational CRM in HEIs. The findings have practical implications for alumni management strategies in the digital era. Keywords: CRM, social media, alumni engagement, higher education, social construction theory