Lindqvarn Retail / BB-Demo – Renewal
Callcompleted
Lindqvarn Retail: documents · 2026-03-23 13:30
Marcus Bell's first renewal call with Lindqvarn Retail: usage is up, invoices paid, tickets inside response time. The renewal proposal is £113,500, and the CFO will not agree a price change on a call.
What was said
What this says
Current to 11 Oct 26Marcus Bell's first renewal call with Lindqvarn Retail: usage is up, invoices paid, tickets inside response time. The renewal proposal is £113,500, and the CFO will not agree a price change on a call.
What happened: Marcus Bell, the new customer success manager, covered usage and tickets, then Tom Ashdown gave the renewal proposal. Active users are up about a quarter on the previous quarter, with one hundred and sixty licences.
Commercial: The proposal is £113,500 against a current contract of one hundred and three thousand a year. Tom could not give the split between extra licences and the renewal itself on the call and will send it in writing.
Customer view: Mats Eklund wants the numbers first and will compare them with the store investment plan. Karin Sjöberg will write a value note, with question counts from Marcus.
Watch: Signing is targeted for 6 May 2026, ahead of contract end on 31 May 2026.
Themes
Current to 9 Oct 26Theme
Renewal price and value case
Importance
renewal
Sentiment
mixed
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Tom Ashdown to send the written breakdown of the £113,500 proposal the same or next day.
- Marcus Bell to send Karin Sjöberg the question counts for her business-case note that week or early the next.
- Tom to flag the purchase order reference with BB-Demo finance for the renewal invoice.
Risks
Current to 9 Oct 26- The CFO said he does not agree a price change on a call, and the proposal is higher than the current contract.
- The split of the increase between extra licences and the renewal itself was not given on the call.
Opportunities
Current to 9 Oct 26- Growing usage, with the e-commerce team and stores coming in, gives a value case for the higher renewal price.
Transcript
Marcus Bell NoneHello, everyone. Can I check you can see my screen? I'll share it in a moment. I'm Marcus, for those I haven't spoken to properly. I've taken over customer success for Lindqvarn.
Karin Sjöberg NoneGood afternoon, Marcus. Yes, we have been told. Welcome. How are you?- Marcus Bell NoneWell, thanks. A bit of spring sun in Manchester, which makes a change.
Tom Ashdown NoneAfternoon all. Good to see you again. Marcus has been shadowing the account, so he's across it.
Mats Eklund NoneGood afternoon. I confirm the agenda. The renewal. I want the numbers before anything else.- Marcus Bell NoneThat's what I've prepared, Mats. I've pulled the numbers, and I'll cover usage first and then hand over to Tom for the commercial side. Happy with that order?
- Mats Eklund NoneYes.
- Marcus Bell NoneRight. Active users have grown again, about a quarter up on the previous quarter. You now have one hundred and sixty licences, up from one hundred and fifty, so the account has grown a little since you started.
- Karin Sjöberg NoneYes. We asked for a few more because the e-commerce team joined.
- Marcus Bell NoneThat matches what I see. The contract is now one hundred and three thousand a year, and it's been invoiced and paid on time. Nothing overdue.
Annika Lund NoneI can confirm that from payables. Nothing is outstanding.- Marcus Bell NoneThanks, Annika. On tickets, three in the last month, one of them high priority. They've been dealt with, and I've gone through the timings. Enterprise gets a thirty minute first response, and they were inside that.
- Mats Eklund NoneThree tickets. Is that normal?
- Marcus Bell NoneFor an account this active, yes. More people using it, more questions. I'd be more worried by silence.
- Karin Sjöberg NoneI agree. The teams ask when something is unclear. That is good, it means they use it.
- Marcus Bell NoneExactly. So, that's usage. Tom, shall I hand to you?
- Tom Ashdown NoneThanks, Marcus. Right. Mats, you said numbers first, so here goes, and I'll caveat it. The renewal proposal currently comes to £113,500. I'll send the full breakdown in writing so you can see exactly how it's built, rather than me guessing at it on a call.
- Mats Eklund NoneIt is higher than the current contract. Why?
- Tom Ashdown NoneFair. Part of it is the extra licences and what's been added during the year, and part is the renewal itself. I'd like to give you the exact split on paper, not off the top of my head. I don't want to quote you a component wrong.
- Mats Eklund NoneSend me the numbers first. I do not agree a price change on a call. And next year?
- Tom Ashdown NoneUnderstood, and that's what I'd expect. I'll send it today or tomorrow. The date I'm working to is 6 May 2026, for signing, well ahead of the contract ending on 31 May 2026.
- Karin Sjöberg NoneTom, may I add the business case. From my side, we have much more use than last year, and the stores are coming in now. I will write a short note for Mats on what the teams do with it. We should anchor the price in that.
- Mats Eklund NoneThank you, Karin. That helps. I will compare it with the store investment plan.
- Marcus Bell NoneIf it helps, I can put the question counts into your note, Karin. Who asks, which team, and how it's grown. Happy to jump on a call and go through it with you.
- Karin Sjöberg NoneYes, please. Let us do that this week, or early next.
- Annika Lund NoneOne practical point. When the renewal invoice comes, please include the purchase order reference. I will send it when the renewal is agreed.
- Tom Ashdown NoneNoted, will do. And I'll flag it with our finance team so it's not missed.
- Marcus Bell NoneSo, actions. Tom sends the written breakdown. I send Karin the usage detail for her note. Mats reviews against the plan. Anything else?
- Mats Eklund NoneNo. Thank you. Goodbye.
- Karin Sjöberg NoneThank you, all. Vänliga hälsningar.
- Tom Ashdown NoneCheers all, speak soon.
- Marcus Bell NoneThanks, everyone.
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