Client Lifecycle & Retention Intelligence

Meridian & Harrow LLP · 85 attorneys · 412 active clients

North-Star Metric

67.4%

Recurring Client Revenue Rate

Recurring Revenue Rate

67.4%

+6.2%

Multi-Matter Penetration

24.8%

+4.7%

Avg Engagement Velocity

±0

Time-to-First-Value

12.4d

-2.1d

At-Risk Clients

Avg velocity: 31

Cross-Practice Expansion

18.2%

+3.4%

75 clients YTD

Cohort Retention Heatmap

Client retention rate by cohort year and tenure month · Green = high retention, Red = churn

M12

M15

M18

M21

M24

M27

M30

M33

M36

2020

94%

88%

82%

78%

74%

71%

68%

66%

64%

62%

60%

58%

2021

92%

86%

80%

76%

72%

69%

66%

63%

61%

59%

57%

55%

2022

90%

83%

77%

72%

68%

81%

78%

75%

—

2023

96%

91%

86%

82%

79%

—

2024

97%

93%

89%

—

Note: 2022 cohort M18 spike reflects $2.1M Falconer Industries M&A reactivation

Engagement Velocity Trend

Rolling 30-day avg velocity score · Threshold: 50 = at-risk

Multi-Matter Adoption Rate

% of clients with 2+ concurrent matters

Relationship Partner Retention Scorecard

Sorted by 12-month retention rate · Spread = retention minus firm avg (67.4%)

Partner	Practice	Active Clients	12M Retention	Spread	Avg LTV	Multi-Matter %
R. Chen	Corporate	48	84.2%	+16.8	$287k	38.5%
L. Martinez	Litigation	52	79.8%	+12.4	$214k	29.2%
K. Patel	Employment	38	76.3%	+8.9	$192k	31.6%
S. Thompson	Real Estate	41	71.2%	+3.8	$178k	22.0%
M. Lee	IP	34	68.9%	+1.5	$203k	20.6%
J. Williams	Corporate	46	65.2%	-2.2	$241k	19.6%
D. Kim	Litigation	44	58.1%	-9.3	$168k	15.9%
A. Rodriguez	Real Estate	29	52.4%	-15.0	$149k	13.8%

Client Health Score Distribution

Current client count by health tier

NPS by Practice Group

Net Promoter Score · Post-matter survey (n=312)

Corporate +62

Employment +58

Litigation +44

IP +39

Real Estate +31

Client Cohort LTV Progression

Cumulative revenue per client by years since onboarding · 2022 cohort spike at Y2 = Falconer reactivation

At-Risk Client Intelligence

14 clients flagged · Velocity <50 or last partner contact >45 days

Client	Tenure	Velocity	Last Contact	Relationship Partner	12M Revenue	Risk Driver
Apex Logistics	28 mo	24	63d	D. Kim	$84k	Low engagement, no recent matter
Brightwell Inc	19 mo	28	51d	A. Rodriguez	$62k	Matter closed, no follow-up
Cascade Pharma	34 mo	38	47d	M. Lee	$129k	Contact gap, invoice dispute
Delmar Holdings	22 mo	31	58d	S. Thompson	$71k	Low velocity, single-practice
Eaglestone Tech	41 mo	26	69d	D. Kim	$96k	Extended silence post-settlement
Finlay Group	16 mo	42	49d	J. Williams	$53k	No second matter initiated
Grayson Mfg	31 mo	29	54d	A. Rodriguez	$78k	Contact lapse, partner churn risk
Harmon Retail	25 mo	36	52d	S. Thompson	$67k	Declining billings, reduced scope