Contact recency

Days since the last logged two-way contact with a client, measured against the contact interval the client's tier requires. Silence on a top-tier client is the earliest signal of an outflow.

DefinitionDays since the last logged two-way contact with a client, measured against the contact interval the client's tier requires. Silence on a top-tier client is the earliest signal of an outflow.

Against a tier

Quarterly for the top tier, twice a year for the middle, annually for the rest, or whatever the firm writes down. The measure needs the intervals to exist.

Ranked by value

A list sorted by days overdue opens with the smallest client. Sorted by assets or revenue, it opens with the silence that costs the most.

How it is computed

Days since the last logged two-way contact, per client, divided by the contact interval the client's tier is owed. Above one is overdue.

Example

A client owed quarterly contact was last spoken to 210 days ago: a ratio of 2.3. She holds $4 million with the firm and disclosed $6 million elsewhere at her last review.

Where it goes wrong

Emails sent and newsletters counted as contact. The measure is a conversation, logged, with a date.

Articles that use this term

AI and self-service analytics

Account health score: why a computed score beats a colour-coded one

What is wrong with the red-amber-green account health field most CRMs carry, what a computed health score is made of, five inputs from the ledger and the CRM with stated weights, how the weights are set from the company's own churn history rather than opinion, why the score is shown with its inputs and never alone, the identity that every account has one score from the same rule, and how the score is validated against what happened.

16 Sept 20263 min read Board and management reporting · Wealth managers

Adviser concentration: how much of the book leaves if one adviser does

How a wealth management firm measures the share of assets and revenue attached to each adviser, the client-level dependency behind it, the succession list of advisers whose books have no second relationship, and why the figure is reported per office and per team, not just for the firm.

16 Sept 20262 min read Coverage and territory

Cadence and recency: how often it should happen, and how long since it did

The difference between cadence, the expected interval between events for an account, from its tier for touches or from its own history for orders, and recency, the days since the last event actually happened, why every list on this site is recency against cadence rather than either alone, the two cadences, tier cadence for effort and own cadence for behaviour, and the four readings that come from putting the two columns beside each other.

16 Sept 20262 min read Coverage and territory · Asset managers

Consultant coverage: the gatekeepers of institutional flows, and whether anyone has called them

How an asset manager's institutional team measures its coverage of investment consultants from the consultant master, the ratings file and the contact log: consultants ranked by the assets they advise in the manager's strategies' classes, the manager's rating status at each, contact recency against a stated cadence, the consultants who advise the most and rate the manager least, and the mandates won and lost by consultant that say which relationships convert.

16 Sept 20263 min read Coverage and territory · Wealth managers

Contact recency for wealth management advisers: the silence that comes before an outflow

How a wealth manager measures days since last contact per client and per adviser from the CRM and the book, why the top tier's silence matters most, and how to turn it into a weekly list that reaches the adviser before the client calls to transfer out.

16 Sept 20264 min read Coverage and territory

Coverage by industry: what a touch means on twelve different desks

Coverage is accounts touched at cadence over accounts assigned, and what a touch is, who the account is and what the cadence should be all change with the desk. This hub sets out, for twelve industries, the unit of account, the qualifying touch, the cadence a tier typically carries and the export the measure comes from, with a link to the full guide for each.

16 Sept 20263 min read