Capterra Glossary
Touchpoint
A touchpoint (or point of contact) is an interaction between a customer and a business. Touchpoints can happen at any point. The interaction might be a:
Phone call
Social media message
Online advertisement
Television advertisement
Email
Blog post
Trade show
Face-to-face conversation with a sales agent
Touchpoints almost always involve the exchange of information between a customer and a business. For example, a touchpoint occurs when a customer contacts an organization about a product demo or free trial. Many organizations create touchpoint strategies that move customers through their sales and marketing pipelines. These strategies might include contacting customers after they complete a specific action such as purchasing a product online.
What Small and Midsize Businesses Need to Know About Touchpoint
Touchpoints are essential for SMBs in all sectors. For example, a customer conversation with a sales agent provides a small business with an opportunity to upsell or cross-sell products or find out about a customer's interests or purchasing habits.
Related Terms
- Big Data
- Attrition
- Software as a Service (SaaS)
- Furlough
- Intranet
- Business Intelligence (BI) Services
- Enterprise Resource Planning (ERP)
- Analytics and Business Intelligence (ABI)
- Security Orchestration, Automation and Response (SOAR)
- Identity and Access Management (IAM)
- Managed Service Provider (MSP)
- Advanced Clinical Research Information Systems (ACRIS)
- Business Analytics
- Augmented Reality (AR)
- Customer Relationship Management (CRM)
- Remote Work
- AMO (Application Management Outsourcing)
- Procurement
- Go-to-Market (GTM) Strategy
- MSO (Management Services Organization)