Hollins Tarrant / BB-Demo – Renewal

First of two booked renewal calls, 87 days before the £22,000 Starter renewal on 4 Jan 2027, a 12.8% rise. Active users fell from 7 to 3 and Rob Ellery says spend is under review after the Salesforce move. This call has to show what the renewal buys.

Context: This is a value risk, not a money risk. All four invoices were paid within terms, but the brain has gone stale since the CRM change. Usage now rests on one or two people.

Approach: Before the call, Marcus should confirm whether the pending CRM connector ticket was closed and new records are loading. The records do not show that it was. If it was, run real placement questions live.

Approach: Let Rob set out what he needs to see. Tom should hold the commercial detail for the 26 Oct 2026 call. Do not offer a discount: discounts apply to the first term only.

Watch for: Claire Haddon holds the finance role in the CRM and is on the invite, so price and budget questions are likely. Jenna remains the only person who knows the new CRM.

AI · claude-opus-5-5 · 11 Oct 2026