I use Omni Focus.
Originally Posted by leland91
Each contact/company/client is a task. Notes of the task contain history entries (one line per event: phone calls, emails, whatever, thats looks something like "20/09/2012 I called, left message with secretary about xyz")
I honestly don't believe that integrating email is very good, because it takes too long to "read" what happened if you just have the link to the email itself (which sometimes may have multiple email replies within it). I recommend summing up.
Then I group contact/company/client into projects, depending on its timming (I also use context to have a second categorization, but that's just a plus). I would have something like: HOT (review every week), THIS WEEK, THIS MONTH, LEADS POOL and HISTORIC POOL.
I found that the reviewing pace is the key to a good CRM approach and also that it can't really be automatic, because it is a bit about feelings. I have to feel that it is the right time for ring back the client, or that a certain article is good to share with a certain group of clients, or a certain campaign about an event, or whatever... and I find that is has to be decided by me, not by an automatic alert.
In the end, after each reviewing, I flag the chosen ones to be next, and I get x number of calls to make or emails to write that will live within my regular task management. After each contact I immediately update the notes with what happened (but I think that practice is essential in any CRM system).
Hope that's helpful.
Goncalo Gil Mata