Account coverage and dormancy
Covirage joins your ledger to your activity log and shows, by value, which accounts have been reached within the contact they are owed and which have gone quiet against their own buying pattern. The output is a ranked list with an owner on every row, refreshed each week from the files you already export.
Counting calls says how busy a team is. Coverage says whether the accounts that matter were reached. A fixed ninety-day rule lists annual buyers who are fine and misses weekly buyers who left a month ago, so the dormancy threshold is set per account from its own gaps between orders.
Each tier is owed a contact interval. Coverage is the revenue held by accounts reached inside it, by rep, team and region.
Accounts past a multiple of their own order gap, ranked by what they bought last year, with the owner and the last touch beside each.
Days from reassignment to first real contact, by tier, so a handover does not become two months of silence.
Three steps, in this order.
The invoice or order ledger and the CRM activity log, joined on the account identifier. Client IDs only.
Which activity types count as a touch, the cadence per tier, and the dormancy multiple. Stated on every table.
A ranked list per owner each week, with what changed since the last one.
Short answers. The Help centre has the long ones.
A two-way interaction with a named contact: a meeting, a connected call, a replied email, an order taken by a person. Sequence emails and voicemails do not. You set the list and it is shown on the page.
Because ninety days is normal for a customer who orders twice a year and far too late for one who orders weekly. The threshold is a multiple of each account's own typical gap.
Order or invoice dates and amounts by account, and logged activity by account with a date and a type. An account list with owner and tier helps and is not required to start.
Written for this job: the measures, the data you already hold, and the arithmetic.
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 readA dormant account is one silent beyond a multiple of its own cadence, and the cadence runs from twice a week to once a year depending on the desk. This hub sets out, for twelve industries, the typical cadence, what silence looks like in that industry's data, the threshold that follows, the run rate that values the account, and the seasonal trap in each, with the full guide for each desk.
16 Sept 20263 min readHow a sales leader measures the days between an account being assigned to a rep and the first logged touch, from the assignment history and the activity log: the median per rep, the accounts past a stated number of days with no touch, the effect on first-year revenue from the team's own history, and why the number is the earliest coverage signal a team has on new business.
16 Sept 20262 min readWhen a sales rep or account manager leaves, the accounts they owned are at their most exposed and receive the least attention. This page gives a handover checklist for the first thirty days: reassigning every account the same week, ranking the book by value and by risk so the new owner knows where to start, the first-contact deadline per tier, what to capture from the leaver before they go, the contracts and renewals due in the next six months, and the two measures, time to first touch and ninety-day retention of the inherited book, that show whether the handover worked.
17 Sept 20265 min readChurn and dormancy are often used as the same word and measure different things. Churn is a customer who has ended: a cancelled contract, a closed account, a stated decision. Dormancy is a customer who has stopped ordering for longer than their own pattern predicts and has not yet been asked why. This page sets out the two definitions, the formula for each, which businesses have which, how dormancy turns into churn, and why the dormant list is the one that can still be acted on.
17 Sept 20264 min readThe honest answer to what share of a sales book should be covered: it depends on what counts as a touch on the desk, on the cadence each account is owed, and on whether coverage is measured by account count or by the value in the accounts. This page gives the ranges by desk, the three measurable things that set the right figure for one team, and the table to compute before anyone quotes a percentage.
17 Sept 20263 min read