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Industry-Level Reports

Accounts Receivable Management: An Industry Poised for Growth

The U.S. accounts receivable management (ARM) industry developed from a need for businesses to collect their unpaid debts. In the early 20th century, the industry was comprised of small third-party agencies that worked with a select few clients, employed a small staff, and used manual systems to manage accounts. Technological advancement, increased regulatory scrutiny, and a vast expansion of the amount of debt held by American consumers and companies have dramatically changed the industry.

Revenue Cycle Management: Evolving & Adapting

The U.S. revenue cycle management (RCM) industry developed over the past few decades as a result of the evolving U.S. healthcare market. Throughout centuries, healthcare providers were small-town physicians who would treat neighbors and friends for unstructured costs, and they were sometimes only paid if patients fully recovered. From there, regulations became more complex and new innovations were introduced, driving healthcare providers to refine their entire business operations.

Customer Relationship Management: 2018 Outlook

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 simple 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. Today, firms must sustain and track interactions across a variety of channels (e.g., phone, email, and social media) and administer massive customer databases.

ARM Sectors-In-Focus

Cable & Telecommunications

Prominent clients and major disrupters include Verizon, Comcast, AT&T, and Netflix.

Commercial Banks

Major clients include Bank of America, Capital One, and JP Morgan Chase.

Credit Unions

Major clients include Navy Federal, State Employees Credit Union, and BECU.

Federal Government

ARM companies can contract with various federal government agencies, such as the Department of Health and Human Services and the Export-Import Bank, to service debt and provide outer back-end services.


Hospitals, independent physicians, and other clinical service providers outsource the recovery of outstanding medical debt to ARM firms. Prominent clients include HCA and Ascension Health.

Property Management

Prominent clients include CBRE Group, Equity Residential, and AvalonBay Communities.

Student loans

Student lenders, including the Department of Education (ED), guaranty agencies, private higher education institutions, and private lenders frequently, utilize ARM firms to service defaulted accounts. 


Major clients include American Electric Power, Exelon, and American Water Works.

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