Engagement-velocity tracking

For each active account, write down a baseline from the past 60-90 days: how long opens usually take on CSM or AE emails, the reply rate on threads that expect a reply, how long replies take, and the mix of reply labels. Outsolvi doesn't compute these for you. Its tracked emails list shows each email's counted opens and clicks, and each email's page shows when every open came in and how the reply was labelled. These four numbers are the account's baseline engagement velocity.

Every week or two, compare the last 14 days with the 60-90 day baseline. A drop is material when it crosses the thresholds in the FAQ below. Examples: median open latency went from 24 hours to 5+ days. Reply rate dropped from 60 percent to 15 percent. Replies shifted from mostly Positive to mostly Neutral. Nothing fires an alert for you when a metric crosses its threshold, so put the check on the calendar and treat each crossing as a flag.

Velocity drops have multiple possible causes, customer is in a major distraction (re-org, layoffs, leadership change), the relationship has genuinely degraded, the rep is sending the wrong content, or the customer has started competitor evaluation. Investigation comes first: a direct call to the customer (not another email) to understand context.

After investigation, the intervention pattern depends on the cause. Distraction → check back in 2-3 weeks; relationship issue → escalate to leadership; content mismatch → adjust the content strategy; competitor evaluation → urgent value-reinforcement plus executive-sponsor outreach.

The KPI is win-back rate (percentage of flagged velocity drops that result in healthy-engagement-restored over the next 60 days) by intervention timing. Earlier intervention (week 1 of velocity drop) typically produces 60-75 percent win-back. Later intervention (week 4+) typically produces 20-30 percent.