Fairhallow Travel / BB-Demo – Check In
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Fairhallow Travel: documents · 2025-08-22 16:30
Becky Lawton, the main user and champion, leaves within about a week. The COO inherits the account and reviews every licence count, so Marcus Bell will prepare a one-page value summary before the renewal on 1 Jan 2026.
What was said
What this says
Current to 11 Oct 26Becky Lawton, the main user and champion, leaves within about a week. The COO inherits the account and reviews every licence count, so Marcus Bell will prepare a one-page value summary before the renewal on 1 Jan 2026.
What happened: on 2025-08-22 Marcus Bell reviewed usage with Becky Lawton, who said she has about a week left. About six of forty Growth users ask questions on a normal day, slightly down on the quarter before.
Customer view: Becky said the account falls to the COO, who will not champion a tool and will ask who uses it and what it costs. She was positive about the product and about Marcus.
Commercial: the contract runs to 31 Dec 2025 and renews from 1 Jan 2026 at £39,600 a year. Pricing and terms sit with Tom Ashdown.
Watch: a few people carry most of the usage and one of them is leaving. The one-page view and the team session are the main defence.
Themes
Current to 9 Oct 26Theme
Champion leaving, renewal prep
Importance
renewal
Sentiment
mixed
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Marcus Bell sends Becky Lawton the usage cut by person and the one-page summary for her review first.
- Marcus Bell finds dates for the team session with the people Becky nominates.
- Marcus Bell walks the COO through the summary and aligns with Tom Ashdown before the renewal conversation.
Risks
Current to 9 Oct 26- The champion and heaviest user is leaving, and her successor, the COO, reviews every licence count.
- About six of forty licensed Growth users are active on a normal day, which weakens the value case at renewal.
- A few people carry most of the usage, so the loss of one user matters.
Opportunities
Current to 9 Oct 26- A one-page view of bookings, tickets and reviews could show the COO the brain earning its place.
- A practical team session on client review packs could broaden the user base beyond a few people.
Transcript
Marcus Bell NoneHello Becky, can you hear me alright? Give me a second and I'll share my screen.
Becky Lawton NoneHi Marcus! Yes, loud and clear. Sorry, I've literally just come out of a client review that ran over, so I'm a bit out of breath.- Marcus Bell NoneNo problem at all. Good afternoon, by the way, it's gone half four already. How did the review go?
- Becky Lawton NoneLove that you asked. So the client's finance director grilled us on service tickets for twenty minutes, and my account manager had the numbers on her phone because she'd pulled them from the brain at lunch. I could have hugged her.
- Marcus Bell NoneThat's exactly what it's for. Right, so what I wanted to cover today is quick. I've pulled the numbers for the last quarter, I'd like to go through who's using it, and then I want to hear what you need before you go.
- Becky Lawton NoneYes, go on. Fair warning, I've got about a week left, so anything I need to say, I need to say it now.
- Marcus Bell NoneUnderstood. So, usage first. You're licensed for forty users on Growth, and on a normal day about six of them are actually asking things. That's a bit lower than the quarter before. Not dramatic, but it's drifted down.
- Becky Lawton NoneMm. Yeah, that doesn't surprise me. It's August, half my team is on holiday and the other half is on client sites. Can we see it by client though? Because I think the people who use it are really using it.
- Marcus Bell NoneWe can, yes. I can send you a cut by person and by the questions they ask. What I'd say is a few people carry most of it, and that's worth knowing when things change.
- Becky Lawton NoneRight, and one of those few is me. I know. That's sort of the thing I wanted to talk about.
- Marcus Bell NoneGo on.
- Becky Lawton NoneWhen I go, the thing falls to our COO. He's lovely but he is not going to champion a tool. He'll ask who's using it and what it costs us a month, and that's it. So my team needs this before the review of the whole account, not after.
- Marcus Bell NoneThat makes sense. What would help him most, do you think? A one page view of usage and what it's replaced?
- Becky Lawton NoneYes. One page. Bookings, tickets and reviews in one place, and who asked what. Short. He won't read more than that.
- Marcus Bell NoneOkay, I can do that. I'll put it together and send it to you first so you can tell me if it's pitched right, and then I can walk him through it. Happy to jump on a call with him once you've gone.
- Becky Lawton NoneBrilliant. And can you do a session for the team in September? Proper, practical. Nothing fancy, just how to ask for a client review pack in two minutes.
- Marcus Bell NoneYes, I'd like that. I'll find a slot with whoever you nominate. Shall we say I'll come back to you with dates early next week?
- Becky Lawton NonePerfect.
- Marcus Bell NoneCan I just check the support side? I can see one ticket in the last month. Did that get sorted for you?
- Becky Lawton NoneThe sync one? Yes, that was fixed quickly. Honestly, I'd forgotten about it. Nothing outstanding.
- Marcus Bell NoneGood. And nothing overdue on the finance side either, so that's all tidy.
- Becky Lawton NoneRight. Now the bit I'm slightly nervous about. The contract. It's up at the end of the year, isn't it?
- Marcus Bell NoneYes, it runs to 31 Dec 2025 and renews from 1 Jan 2026. You're at £39,600 a year. Pricing and terms for that go through Tom Ashdown, so I won't get into it, but I'll make sure he and I are both ready before the conversation with your COO.
- Becky Lawton NoneOkay. I'm not going to pretend I know which way he'll go. He reviews every licence count. I'd just say, show him it earning its place.
- Marcus Bell NoneThat's fair, and that's what the one pager is for. I'll be straight with him about what the usage looks like, good and not so good.
- Becky Lawton NoneLove that. Straight is what he likes.
- Marcus Bell NoneRight. So to recap. I send you the usage cut by client and the one page summary. I find dates for the team session in September. And I'll be in touch with your COO once you've handed over.
- Becky Lawton NoneThat's it. Thank you, Marcus, genuinely. You've been really good to work with.
- Marcus Bell NoneThanks Becky, that's kind. Good luck with whatever's next. Keep in touch.
- Becky Lawton NoneI will. Bye for now, speak soon, take care!
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