Customer Relationship Management (CRM) is a strategic process used by organizations to manage, analyze, and enhance customer interactions, leveraging data from various channels to boost satisfaction and drive growth. The concept emerged in the early 1970s, with precursors like James Farley's "Farley File" and Kate and Robert D. Kestenbaum's 1982 introduction of database marketing. Key innovations followed, including Pat Sullivan and Mike Muhney's 1986 "ACT!" contact management system and Tom Siebel's launch of the first dedicated CRM product, Siebel Customer Relationship Management, in 1993.

CRM gained significant popularity around 1997, rapidly evolving with mobile applications (like Siebel Sales Handheld in 1999) and the shift to cloud-hosted solutions. The first open-source CRM system was developed by SugarCRM in 2004, further increasing accessibility and reducing costs. This continuous evolution, including integration with social media, has fueled the global CRM market's projected growth from $101.41 billion in 2024 to $262.74 billion by 2032.