MetricHQ Logo

Contact to Customer Conversion Rate

What is Contact to Customer Conversion Rate?

Contact to Customer Conversion Rate is the percentage of contacts that have converted to sales. Contacts can be past or existing customers, or qualified leads. This is an important metric to track in the sales funnel because it quantifies how efficiently the sales process secures and grows existing customer relationships.

Alternate names: Contact to Customer Rate

How to calculate Contact to Customer Conversion Rate

ƒ Count(Number of Sales) / Count(Contacts)

Example

A seller of personal protective equipment sets up an online store and features a newsletter that visitors can subscribe to. 1,000 unique visitors sign up for the newsletter in one month. Over the next three months, 500 out of the 1,000 unique visitors who subscribe to the newsletter return to the website to make purchases. In this scenario, the Contact to Customer Rate is 50%.

More about this metric

Throughout the sales funnel, there are several crucial milestones that can be quantified with the appropriate metric. Contact to Customer Conversion Rate is an important metric to evaluate customer relationship management. This metric measures the rate at which contacts convert into actual paying customers.

Contacts are usually existing customers, past customers, or qualified leads. A contact differs from a lead because of the existence of some form of relationship with the business. Effectively managing relationships with contacts involves strategies to bring back former customers, retaining existing customers, and providing incentives to qualified leads to convert to paying customers. Product information sessions, on-time and helpful customer support, and trials are some ways in which the Contact to Customer Conversion Rate can be increased.

Additional Contact to Customer Conversion Rate recommended resources

Understand the buyer’s journey.

Metrics related to Contact to Customer Conversion Rate

Tags