Why a single dormancy threshold of 90 or 180 days is wrong for most of the book, how to set the threshold per account from its own order cadence, the multiple that separates a late order from a lost account, the roll-up per rep, and the two lists that come out: recently dormant accounts to recover and long-dormant accounts to reclassify.
A CRM setting says an account is dormant after ninety days. A supermarket chain that orders every Tuesday has by then missed twelve orders and nobody was told; a machine shop that orders every quarter has missed none and is on the list. Ninety days is not a fact about either of them. This guide sets the threshold from the account's own cadence.
Per account:
Cadence = median days between orders, trailing twelve months, at least three orders Days silent = today − last order date Dormant if days silent > multiple × cadence Lost if days silent > ceiling multiple × cadence, or an absolute ceiling
Ranked by run rate: the account's revenue per month before it went silent.
Account identifiers only.
Multiple 3. Ceiling 12.
| Account | Cadence | Days silent | Threshold | 90-day rule says | Cadence rule says |
|---|---|---|---|---|---|
| 2207 | 7 | 44 | 21 | Active | Dormant, six orders missed |
| 4471 | 91 | 120 | 273 | Dormant | Active, one order late |
| 9034 | 30 | 190 | 90 | Dormant | Dormant, six missed |
| 1187 | 14 | 400 | 42 | Dormant | Lost, past the ceiling |
The ninety-day rule got two of four wrong in opposite directions and put a lost account on the recovery list.
Recovery list. Dormant but not lost, per rep, ranked by run rate, with the cadence and the orders missed. These are calls.
Reclassification list. Past the ceiling. Per rep, for a decision: reassign, archive, or a last attempt. Not on the weekly call list.
accounts = active + dormant + lost + insufficient history
Every account in one state. Per rep and per region: the count in each and the run rate on the dormant list. A rep whose dormant run rate is rising is losing accounts faster than the pipeline shows.
One threshold. Wrong for everyone except accounts at the average cadence.
Cadence from too few orders. Two orders a week apart, then a quarterly pattern. Require three; use the segment stand-in until then.
Lost accounts on the call list. The list fills with accounts that left years ago and the rep stops reading it. The ceiling keeps them off.
Seasonal accounts. An account that orders only in the autumn has a cadence of a year. Its threshold is three years, which is right; a seasonality flag from the order months makes the reason visible.
Mapped once, the order history and the account master produce the cadences, the states, the recovery list and the reclassification list every week. Covirage builds this from the exports as they are. The dormant account term has the short definition, and the reactivation list guide covers what the recovery list carries beside the run rate.
Three times the median gap is a common starting point: an account is dormant when it has missed roughly two expected orders. The multiple is stated on the report, the same for every account, and revisited by looking at how many flagged accounts came back.
No cadence can be computed from one order. Those accounts use the segment's median cadence as a stand-in, labelled, until they have three orders of their own.
At a second, larger multiple, say twelve times the cadence, or a stated absolute ceiling. Past that the account moves off the recovery list and onto a reclassification list, so the rep's list stays about accounts that can plausibly come back.