What is customer touchpoint in SAP CRM-ANA - CRM Analytics?

SAP Term: customer touchpoint

• Component: CRM-ANA

• Component Name: CRM Analytics

• Description: The person or system through which a business partner contacts a company. Examples of customer touchpoints include Web shops, call centers, or sales representatives.

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• Key Concepts: 
  Customer touchpoint is a term used in SAP CRM Analytics to refer to any interaction between a customer and a company. This includes any contact made through physical, digital, or other channels. It is used to measure customer engagement and loyalty. 
  
  How to use it: 
  In SAP CRM Analytics, customer touchpoints can be used to measure customer engagement and loyalty. This can be done by tracking the number of interactions a customer has with a company, as well as the type of interactions they have. This data can then be used to identify areas of improvement and create strategies for increasing customer engagement and loyalty. 
  
  Tips & Tricks: 
  When tracking customer touchpoints, it is important to track both the number of interactions and the type of interactions. This will provide a more comprehensive view of customer engagement and loyalty. Additionally, it is important to track customer touchpoints over time in order to identify trends and areas of improvement. 
  
  Related Information: 
  Customer touchpoints are closely related to customer journey mapping, which is the process of tracking a customer’s journey from initial contact with a company to purchase or conversion. Customer journey mapping can help identify areas of improvement in the customer experience and create strategies for increasing customer engagement and loyalty.