A contact strategy is the plan that decides who your business contacts, through which channel, how often, and why. Without one, customers get too many messages, the wrong messages, or silence at the moments that matter.<\/p>\n\n\n\n
A good plan protects the relationship and the revenue behind it. Customers who feel heard stay longer, and customers who feel spammed leave quietly.<\/p>\n\n\n\n
In this guide, we’ll define the term, walk through five building blocks, cover contact frequency and US compliance, and share examples and metrics you can use right away.<\/p>\n\n\n\n\n\n
A contact strategy is a documented plan that sets the rules for how a business communicates with its customers and prospects. It covers who gets contacted, through which channel, how often, with which message, and what result the business expects.<\/p>\n\n\n\n
A contact is any person you can reach through a channel such as email, phone, SMS, mail, or social media, and who has agreed to hear from you. A contact can be a customer, a lead, or a past buyer.<\/p>\n\n\n\n
Think of the strategy as the rulebook behind your campaigns. A campaign decides what you say this week. The contact strategy decides who is eligible to hear it and who should stay out of it.<\/p>\n\n\n\n
A complete plan answers five questions:<\/p>\n\n\n\n
Several terms sound alike but describe different things. The table separates them.<\/p>\n\n\n\n