What is a Contact Goal? Definition & Importance

A contact goal is a specific, measurable, achievable, relevant, and time-bound (SMART) objective that outlines what a business wants to achieve through its customer relationship management (CRM) efforts. It provides a clear direction for CRM activities and helps businesses focus on what they want to achieve with their customers.

Definition of Contact Goal

Contact goal is a critical component of CRM and is used to set and achieve CRM objectives. By setting clear and measurable goals, businesses can focus their CRM efforts on what matters most to their customers and drive business growth and revenue.

Importance of Contact Goal

Contact goal plays a vital role in setting and achieving CRM objectives and is essential for businesses to:

Set Clear Objectives

Contact goal helps businesses set clear and measurable objectives for their CRM efforts, enabling them to focus on what matters most to their customers.

Achieve CRM Objectives

By setting clear and measurable goals, businesses can achieve their CRM objectives and drive business growth and revenue.

Improve Customer Relationships

Contact goal helps businesses develop stronger relationships with their customers by understanding their needs and preferences.

Enhance Customer Insights

Contact goal provides businesses with valuable insights into customer behavior and preferences, enabling them to develop more effective marketing strategies and improve customer relationships.

Examples of Contact Goal

• Increase customer satisfaction ratings by 20% within the next 6 months
• Increase sales revenue by 15% within the next 12 months
• Reduce customer churn by 10% within the next 9 months
• Increase customer retention rates by 25% within the next 18 months

Best Practices for Setting Contact Goals

• Set SMART goals that are specific, measurable, achievable, relevant, and time-bound
• Involve all stakeholders in setting CRM goals and objectives
• Prioritize goals based on customer needs and preferences
• Continuously review and refine goals to reflect changing customer needs and preferences

By understanding and leveraging contact goal, businesses can set clear and measurable objectives for their CRM efforts, drive business growth and revenue, and develop stronger relationships with their customers.