Guide to Using Contact Management Software

Find an off-the-shelf program

Beyond holding names and addresses, off-the-shelf contact management software helps you forecast sales, track prospects, generate call-back reminders, create broadcast e-mails, perform mail-merge tasks for direct-marketing mailings and more.

I recommend: The most popular programs for small business include ACT, Lotus Organizer, Goldmine and QuickBooks Customer Manager.

See what other users are saying

As you research off-the-shelf packages, check out the user feedback on public sites, such as Amazon and CNET. Then download free demos and try each program out before you buy. Make a tech support call to see how helpful the company is.

I recommend: Find user reviews at Amazon, CNET, ZDNet and WinPlanet.

As you grow, consider Sales Force Automation (SFA)

As your sales force grows, consider upgrading to a sales-force-automation (SFA) system. Essentially contact management on steroids, SFA systems feature such value-added features as greater forecasting and tracking functionality, as well as the ability to automate your sales and marketing efforts and analyze results.

I recommend: For a useful guide on choosing a good SFA system, visit BuyerZone. For more information on particular SFA systems, check out Capterra.

Consider a Web-based service

Whatever your size, there's likely to be a Web-based contact management or SFA system that will meet your needs. Web-based systems are great if you and/or your salespeople are on the road frequently and need ready access to prospect info. Costs range from $20 to $65 per user per month.

I recommend: The most well-known Web-based SFA is Salesforce.com, but its pricing structure is best suited to businesses with 10 or more salespeople. CLP's lower pricing may be more attractive to soloists and smaller businesses.

Make do with what you have

If you're trying to keep costs down or you're a solo practitioner, chances are you've already got something that will fill the contact-management bill. Handheld devices like the Palm, Blackberry, Treo or other PDA/mobile-phone combos often come with personal information management (PIM) software. Or if you use Microsoft Office or Lotus SmartSuite, those packages contain usable PIM programs as well. Your e-mail service will also likely have PIM functionality.

I recommend: Find out more about your current software package's contact management capabilities, including sales prospect tracking and mail merge functions, by checking out Microsoft Office or Lotus SmartSuite.