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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.