CRM (Customer Relationship Management)
Software for tracking prospects, policies, tasks, and communications — the system of record for most insurance agencies.
Full Definition
A CRM (Customer Relationship Management) system stores contact records, interaction history, tasks, and pipeline status for prospects and clients. In insurance, the most common platforms are AgencyBloc, Radiusbob, AgencyZoom, Salesforce, HubSpot, Zoho, GoHighLevel, and vertical-specific tools like ConvoSo (for call centers) and Integrity (Medicare). Key CRM requirements for insurance: (1) API/webhook lead intake from vendors, (2) dialer integration, (3) compliance-grade call recording retention (10 years for Medicare), (4) commission reconciliation with carrier statements, (5) HIPAA-ready configuration for post-enrollment handling, and (6) reporting on funnel conversion, persistency, and book value. A poorly configured CRM is the single biggest leakage point in a mid-sized agency.
Example
A Medicare agency standardizes on Radiusbob with automated webhook intake from three lead vendors, 10-year call recording retention, and a commission-reconciliation module that flags carrier payments against expected FYC within 24 hours.
Related Terms
- API Posting — Real-time lead delivery from vendor to buyer over HTTPS — typically POST requests to the buyer's receiving endpoint.
- Webhook — An HTTP callback where one system notifies another of an event by POSTing data to a pre-registered URL.
- Dialer (Predictive / Power / Manual) — Outbound calling software that accelerates agent dial volume — operating in predictive, power, progressive, or manual modes with very different TCPA risk profiles.
- Call Recording — The capture and retention of agent-prospect phone conversations — required for Medicare sales (10-year retention) and heavily used for QA and TCPA defense.