Guide: Customer Relationship Management

Section 1: CRMs in 2026
Section 2: Get Started
Section 3: The Players
Section 4: State of Tech Report
Section 5: Additional Resources
Section 6: Questions?

Section 1: CRMs in 2026

What is a Customer Relationship Management system?

Customer Relationship Management (CRM) technology empowers insurance agencies to build stronger relationships with clients and prospects by centralizing and streamlining interactions. CRMs enable agencies to track client communication, manage sales pipelines, automate follow-ups, and organize client data for personalized service. These tools enhance productivity and improve customer retention by providing insights into client needs, preferences, and policy history. With integrated task management and reporting features, CRM solutions help agencies grow their book of business while delivering exceptional client experiences.

“CRMs are no longer just a producer’s sales tool. It has become an agency-wide relationship and workflow platform. Smart agencies are using CRM capabilities to strengthen renewal touchpoints, improve claims follow-up, coordinate client communication, and give sales, service, and operations better visibility into the full account relationship. Whether built into the AMS or integrated through a robust CRM system, the real value is helping the agency work smarter, stay connected, and deliver a more consistent client experience.”

Angela-Ford

Angela Ford

Chief Strategy Officer

Existing AMS Capabilities

Does your existing agency management system have capabilities for tracking prospects and clients?

Information Capture

What information would you like to capture about prospects and clients?

Company or Contact

Do you want it to be company-focused or contact-focused?

Ease-of-Use

Ease-of-use is essential, especially if producers will be capturing and updating information.

Flexibility

How flexible is the platform? For example, are you able to add additional custom fields?

29%

of Catalyit agencies are using a Customer Relationship Management System. Are you one of them?

For the fourth year, Catalyit is partnering with Big “I” state associations to survey independent insurance agencies nationwide about their current tech stack. Agencies are sharing the solutions they use, their ratings, and where they see the most opportunities.

Take the Agency Tech Assessment and tell us what powers your agency’s operations. See the results now in Catalyit's State of Tech Report, presented by Momentum AMP.

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