The U.S. customer relationship management (CRM) industry developed out of a need for businesses to facilitate and track customer engagement. A century ago, companies used pen-and-paper strategies to manage customer relations. Since then, technological advancement and an expanded pool of potential customers driven by population growth have added a great deal of complexity to the process.

This white paper provides an introductory look at the history of the industry, while illustrating market sizing trends and touching upon key drivers, regulatory outlook, and M&A activity. A more in-depth version, which includes segmented market sizing and an expansion of drivers, regulations, and M&A trends, is available for purchase by contacting