Harrowden Foods / B-Brain – Check In
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Harrowden Foods: documents · 2026-04-07 11:15
Gemma Holt reports a clear win and rising use on Growth. Active users are close to double the previous quarter. She wants customer service onboarded and a QBR before the summer. Renewal is 5 Jan 2027 and nothing is at risk.
What was said
What this says
Current to 11 Oct 26Gemma Holt reports a clear win and rising use on Growth. Active users are close to double the previous quarter. She wants customer service onboarded and a QBR before the summer. Renewal is 5 Jan 2027 and nothing is at risk.
What happened: Amara Obi ran a routine check-in with Gemma Holt on 7 Apr 2026. Active users are just under seven a day, close to double the previous quarter, and questions asked are now spread across several people.
Customer view: Gemma wants customer service on the brain so both teams share one retailer picture. She is happy with support, and says stale data is what would lose the account managers' trust.
Commercial: Growth includes 40 users, so about a dozen customer service staff fit inside the limit. Renewal is 5 Jan 2027, and Gemma would take any purchase upstairs.
Watch: the evidence does not show who above Gemma decides the renewal.
Themes
Current to 9 Oct 26Who was there
B-Brain
Them
Follow-up
Next steps
Current to 9 Oct 26- Gemma sends Amara the customer service list and Amara sends invites and a short walk-through next week.
- Amara sends QBR dates and a reusable usage summary.
- Amara has a colleague price extra user blocks if seats ever become a constraint.
Risks
Current to 9 Oct 26- Gemma does not buy on her own, and the evidence does not show who above her decides the renewal.
- Her trust case rests on fresh data, so any stale morning would hurt adoption among account managers.
Opportunities
Current to 9 Oct 26- About a dozen customer service staff can join within the 40 users included in Growth.
- Gemma asked what extra users would cost beyond forty, which may become an extra-users add-on later.
- A QBR before the summer, with customer service on, builds the value case ahead of the 5 Jan 2027 renewal.