The paper on scientometric analysis contains the study about artificial intelligence (AI)- improved mobile and data-driven business decision-making and its impact on the Sustainable Development Goals (SDG 8: Decent Work and Economic Growth, and SDG 9: Innovation and Infrastructure). It is based on 2,443 articles in Scopus (2010–2025) and combines the metrics of performance, co-citation networks, and co-occurrence mapping of keywords to understand the intellectual basis and the research hotspots. The results show that the number of publications has been increasing since 2016, a sign of increasing application of AI and mobile systems in industry decision support. Based on the co-citation analysis, it identifies four intellectual clusters, including big data and analytics, smart cities, knowledge systems, and IoT infrastructures. The keyword analysis targets the cross-sectoral application of AI in business, healthcare, and digital governance. Since AI-guided mobile systems will enable making realtime, predictive, and inclusive decisions, the problems of data bias, ethical leadership, and digital disparities persist. The research creates awareness of the socio-technical systems theory and the theory of affordance, with the need for future research that combines interdisciplinary insights and explores Global South contexts and the actual application of AI-based decisions.

The rapid expansion of e-commerce in Tamil Nadu has resulted in a pressing demand for the development of effective and affordable reverse logistics systems. This research explores the impact of customer satisfaction, return behaviour, and return policies on the reduction of reverse logistics costs. A quantitative method was used to collect 230 valid responses from e-commerce consumers, which were then analysed in SPSS, including reliability tests, descriptive statistics, correlation analysis, and regression analysis. The results show that customer satisfaction, to a large extent, as a result of clear communication, convenient processes, and a service that is quick to react, contributes significantly to cost control. Return behaviour, i.e., return frequency and the reasons for returns, is the most significant factor in predicting cost increases. Moreover, properly designed and transparent return policies enable customer convenience to be aligned with operational efficiency. The research suggests that policy clarity should be enhanced, product information accuracy refined, return monitoring data-driven, and return systems technology-enabled. Although the study is limited to a specific area and relies on self-reported data, it offers significant insights into consumer-driven logistics planning. It underscores the strategic role of reverse logistics in maintaining competitiveness in the e-commerce sector.

The international market of CRM software is estimated to be $88.19 billion in 2024 due to the tendency to integrate the solutions through clouds, which optimize the provision of customer services, marketing, processes, and business reports. This paper conducts a study of how effective Customer Relationship Management (CRM) influences the performance of a company in multinational IT firms in Penang. The survey method was used gathering information on IT professionals and managers, and by case studies to look at the CRM practices and look at their direct impact on the organizational performance thereof. The study discusses some of the limitations that involve limited access to internal data, study of large MNCs, issues in the measurement of adaptation of global CRM practices in the Malaysian setting. As a countermeasure to these problems, the paper specifies measures to assess CRM performance and to understand the process of internationalizing CRM strategies in Malaysian businesses. The method of research quantitative research has been used, and the study has distributed 500 questionnaires out of which 220 people completed. Multiple regression and correlation tests were used on the data. Based on the findings, there is a positive impact on customer service, and process efficiency enhancements in the performance of the company with the marketing activities being less influential.