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Contact Management: Definition, Features & Software

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They say data is the new currency. If that’s the case, effective contact management is the best way to make the most of your customer and lead data.

Without a contact management system in place, you could find yourself drowning in unorganized lead and customer information, one of your business’s most treasured assets.

This article explores contact management in further detail. Plus, we’ve created a list of the five best contact management software solutions to help you find the one that fits your business! So keep reading for the inside scoop on the best platforms and tools to help your team spend more time driving sales and less time searching for contact information.

What is contact management?

Contact management is storing and organizing leads’ and customers’ contact details, behaviors, and interactions with your business. Contact management software plays a vital role in ensuring customer data remains accurate and easy to access across departments.

The result? Everyone—from marketing and sales to customer service—is on the same page about your customers and leads, enabling them to collaborate, thus creating a pleasant customer experience.

A positive experience with your brand will make your prospects happy and convince them to purchase from you. Managing and using this information correctly can also help you retain your current customers.

Contact management vs. customer relationship management (CRM)

If you’ve never used a CRM system before, you may wonder whether it’s the same as contact management software. The short answer is no—it’s not exactly the same.

While businesses use a CRM to manage contact information, as they would with contact management software, a CRM platform can do so much more.

In addition to helping you organize and categorize your contacts, modern CRMs also include numerous other sales- and marketing-centric features. For example, with Nutshell’s CRM, you get:

Looking for an easy-to-use CRM with all the features you need to boost sales?

Nutshell has what you’re looking for.

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What is the importance of contact management?

A CRM equipped with contact management features ensures all your customers’ data is stored and organized. This way, everyone involved in your company is informed of the latest information about a customer or lead.

Imagine you’re rebooking a flight. You call your airline after its system can’t process your transaction. The agent gives you a service ticket number and tells you to expect an email in 24 hours.

When you don’t receive the email within 24 hours, you call the hotline again. You provide your service ticket number, and then the agent asks about your issue. 

It doesn’t sound like a pleasant customer experience, right? Employing a solid contact management system through your CRM makes internal record-keeping and sharing easier, ensuring you avoid these unpleasant customer experiences.

In fact, contact management is essential for several reasons, including the following.

Personalize the customer experience

Contact management systems let your sales team add notes about a prospect’s readiness to purchase. As a result, you can identify discussion points to tackle in your subsequent interactions.

Implementing contact management also benefits your customer service team. With access to updated customer profiles, your team can better support customers with personalized solutions.

Keep your data updated, organized, and accessible

Contact management tools can collate customer information from different sources. Your team members can also update customer profiles with notes from their recent interactions, so your customer data is fresh and easy to access.

Keeping customer data organized is even easier with the data segmentation features that come with contact management tools. Need to find the details about a particular service ticket to help a customer? Contact management tools let you search and pinpoint the information you need swiftly.

Save time and reduce errors

Contact management tools search for contact details and automate data entry so your team doesn’t have to input contact information manually. Nutshell’s contact management tool even lets you scan a business card and export the details, saving your team time and effort while on the road.

Increased revenue

Regularly updated and managed customer data typically leads to more efficient audience targeting and lead nurturing. It eliminates the risk of your sales team missing leads, which can increase sales and revenue.

9 useful contact management features

If you’re looking for a CRM with contact management features that will help you build relationships with leads and customers, make sure it has the following capabilities:

1. Data importing and exporting

Contact management tools can help you collate your customer and lead data from different sources, such as email and spreadsheets, and save it to your database. They can also warn you about duplicate contact information and give you options on which ones to delete.

Most CRMs also let you import a spreadsheet file containing your lead and customer information. Don’t have enough customer or lead data? Let a CRM’s contact management feature crawl social media sites and pull public data about them.

2. Customer interaction tracking

Centralize your source of customer data by using your CRM to track your interactions with customers and leads. You can integrate Nutshell with most email providers, so you can view and reply to emails through your CRM.

3. Note logging

A CRM’s contact management feature lets team members add essential notes from their interactions with a lead or customer.

Did a customer reach out to ask about a particular product add-on they’re interested in? Add a note about their inquiry so everyone on your team knows this information and can prepare for their next interaction.

4. Task automation

Automating essential tasks like advancing a lead through your pipeline, sending personalized emails to contacts, and guiding your team through the sales process helps you and your team get more done. With Nutshell’s sales automation features, you can put these time-wasting tasks on autopilot. 

Plus, you can sync your phone contacts and automatically collect leads from your website using a CRM’s contact management feature. Nutshell’s app even lets you save contact information by scanning a business card.

5. Software integration

Having your CRM communicate with other essential software in your tech stack is the ideal way to simplify contact management and bring it all into one platform.

Nutshell lets you integrate with all your favorite tools, from project management to communication, marketing, and social apps. 

Integrating Nutshell with G Suite, Zapier, Office 365, Intercom, Quickbooks, and many other applications will make your sales, marketing, and customer success processes more efficient.


Is Nutshell a perfect match for your favorite software?

Nutshell integrates with tons of software, both natively and through Zapier. See if your favorites are on the list.


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6. Data analysis

With all your contact information in one place, it’s easier to pool and analyze your data for better segmentation and targeting. That’s why you should use a CRM with comprehensive data analytics features to maximize your contact management efforts.

Nutshell’s robust reporting and analytics feature lets you track and evaluate everything contact, including seeing how each customer moved through your sales funnel.

7. Lead management

Having the data available to share is great, and how you add and manage new data is crucial. Top-tier contact management software makes capturing and scoring new leads easier, ensuring nothing slips through the cracks.

With Nutshell, you can easily create new leads based on your web form submissions, scheduled appointments, and integrations with other tools, then mark leads as Hot if you want to keep them front and center.

8. Contact filtering

It’s one thing to have an organized and centralized contacts list, but categorizing that list according to different variables is another thing entirely.

Make sure your CRM offers advanced filtering options so you can pull contact data related to specific customer categories as needed. 

Nutshell allows you to create data filters to find the specific information your team requires. There are many default filters to get you started, but you can also create your own filters for a more specialized extraction.

Effective and precise data filtering gives you the information needed to improve your reporting and gain deeper insight into your customers.

9. Prospecting support

Advanced contact management platforms often offer automated features for qualifying and nurturing leads, which can be incredibly handy. With Nutshell, you get tools that help you identify and prioritize potential customers, ensuring you focus your efforts on the most promising prospects. This support can include automated follow-up emails, reminders for sales reps, and detailed tracking of a prospect’s engagement with your content.

5 best contact management software tools and platforms

Check out the top five contact management software below: 

1. Nutshell

Price: $16 per user per month for Starter, $42 per user per month for Pro

Nutshell is a powerful customer relationship management (CRM) platform that provides your business with an all-in-one contact management solution.

Nutshell gives you and your entire team a central repository of client and lead contact information in a single dashboard.

Not only does Nutshell help you find contact details, but we also go a step further in helping you track every detail of each interaction you have with your prospects and current customers.

With Nutshell, you can: 

  • Store an unlimited amount of CRM contacts
  • Access free data importing assistance to import your contacts, calendar events, and emails from any source to get up and running on day one of using Nutshell
  • Log and monitor communications from your desktop or phone
  • See the most important and up-to-date information for every person and business your team interacts with
  • Minimize manual data entry by automatically syncing phone contacts and scanning business cards
  • Automatically collect lead information directly from your website
  • Access powerful email marketing tools for personalized brand messaging and drip sequences
  • And much more

Nutshell also comes equipped with a range of useful features that help you easily track your leads as they move through your sales funnel, automate time-consuming sales processes, and more. 

Nutshell offers a free 14-day trial with no need to enter any credit card details, so you can get started with the platform right away and test its contact management features for yourself. 

If you’re searching for one of the best user-friendly, hassle-free contact management tools, Nutshell is the software for you.


Not a Nutshell customer? Try us free for 14 days!


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2. Zoho

Price: $15 per user per month for Standard, up to $45 per user per month for Ultimate

Zoho is a popular CRM platform with user-friendly contact management features that make storing and finding contact details a piece of cake. 

Zoho contact management software screenshot

With Zoho’s contact management features, you can: 

  • Get real-time notifications from customers
  • See a complete overview of customer and lead conversations
  • Instantly resolve customer tickets and queries
  • Communication with your audience across channels, like social media
  • View email conversations and analytics
  • Get guidance on the best times to contact your leads for the highest conversion probability
  • Analyze call reports
  • Log meetings with prospects and customers
  • And more

Zoho minimizes the amount of time your sales team spends manually entering lead and customer information and more time earning more sales. Plus, your team can receive guidance and updates on when to contact your leads to help you drive even more conversions. 

3. ActiveCampaign

Price: $29 per month for Lite, to $149 per month for Professional

ActiveCampaign is a sales CRM that combines all the information and resources your sales team needs to close more deals for your company. 

ActiveCampaign contact management software screenshot

With ActiveCampaign, you can say goodbye to digging through business cards and emails and say hello to your all-in-one contact solution.

You can store all your lead and customer email addresses, phone numbers, and past activity in one central dashboard. ActiveCampaign also automatically updates contact details as leads complete specific actions on your website.

If you’re looking for one of the best contact management software tools with all the basic essentials, ActiveCampaign could be the perfect choice for you.

4. Pipedrive

Price: $18 per user per month for Essential, to $95 per user per month for Enterprise

Pipedrive is another popular CRM platform with effective communication tracking and contact management features that help you easily store and find the information you need in just a few clicks. 

Pipedrive contact management software screenshot

Pipedrive understands that each contact that interacts with your brand is a crucial sales opportunity that has the potential to grow your business. With Pipedrive, you can quickly organize your contacts into “people” and “organization” categories to find the information you need.

And once you’ve added your contact details to Pipedrive, you can sync them to the deals they’re associated with to track their journey through your sales funnel easily.

Pipedrive also goes a step further by presenting a visual history of all your calls and emails with a specific contact. This visual communication tracking makes it even easier to follow up with compelling messages that encourage a conversion.

5. SugarCRM

Price: $49 per user per month for Sell, to $1,000 per user per month for Market

SugarCRM is a platform equipped with contact management features that help you reach your leads with the right messages at the right time to maximize your conversions. 

SugarCRM contact management software screenshot

Not only can you store and easily find contact details in SugarCRM, but you can also store the following:

  • Customer purchase history
  • Previous communications with your team
  • Previous channel interactions, like social media
  • And more

Elevate your business’s contact management with Nutshell

Contact management helps you organize and make the most of your leads’ and customers’ data. With a user-friendly and affordable CRM like Nutshell, not only do you get to organize your customer data, but you also get to nurture your relationships with your contacts.

As a result, you make your customers happy and convince leads to purchase from you.In addition, Nutshell’s fast and helpful customer support can assist you with importing your customer data. Try Nutshell for free for 14 days!

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Give our powerful, easy-to-use CRM a try for free for 14 days! Or join a live demo to see Nutshell at work!



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