Account-management overhead
What is Account-management overhead?
Non-billable time spent running the client relationship: status updates, reporting, internal coordination and admin.
Account-management overhead routinely consumes 10-20% of a senior's week and rarely appears on a timesheet honestly. It is one of the biggest gaps between booked utilisation and real billable output.
Related terms
- Deliverable marginThe margin made on a single deliverable (a campaign, a website, a brand system), independent of overall project margin.
- Gross retentionThe percentage of recurring revenue retained over a period, before any expansion from upsells or growth.
- Agency operating systemA single platform that runs an agency's whole workflow (projects, time, CRM, proposals, contracts and invoicing) as one connected loop.
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