Lindqvarn Retail / BB-Demo – Qbr
Callcompleted
Lindqvarn Retail: documents · 2026-05-20 09:15
On the 20 May 2026 QBR, the CFO was told the renewal figure would follow in writing. He will not agree a price change on a call and asked whether the Enterprise tier fits the user numbers.
What was said
What this says
Current to 11 Oct 26On the 20 May 2026 QBR, the CFO was told the renewal figure would follow in writing. He will not agree a price change on a call and asked whether the Enterprise tier fits the user numbers.
What happened: Hollie Grieve ran the 20 May 2026 QBR on usage, tickets and renewal. Active users sit in the low forties against one hundred and sixty licences, and tickets were quiet.
Customer view: Mats Eklund asked what the return is on the unused licences and whether the tier is correct. He wants the numbers first and will check them against the store investment plan and e-commerce budget.
Commercial: Tom Ashdown confirmed Enterprise at one hundred and three thousand pounds a year, matching order form and invoices. He would confirm the renewal figure in writing the same day, citing a price book update.
Watch: Hollie proposed revisiting tier fit at the next review. Store usage is the lighter area, and a store session is planned.
Themes
Current to 9 Oct 26Theme
Renewal price and tier fit
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 sends the renewal figure and workings to Mats Eklund the same day.
- Hollie Grieve arranges the store session and adds a usage summary to the value case.
- Hollie Grieve revisits tier fit with Mats Eklund at the next review.
Risks
Current to 9 Oct 26- The renewal figure was not quoted on the call and the CFO will not accept a price change without written workings.
- The CFO is questioning whether Enterprise is the right tier given active users in the low forties.
- The renewal date was eleven days away with the paperwork still described as drafted.
Opportunities
Current to 9 Oct 26- A store-facing session with ready-made questions could raise usage in the lighter store feedback area.
- Questions asked, steady and led by customer service and e-commerce, give a value case beyond the user count.
Transcript
Hollie Grieve NoneHello, can everyone hear me alright? I think we're all in now. Good morning.
Karin Sjöberg NoneGood morning, Hollie. Good morning everyone. How is everyone this week?
Tom Ashdown NoneNot bad, Karin, can't complain. Bit of rain down here but that's May for you. Good to see you all.
Mats Eklund NoneGood morning. I have the agenda you sent. Usage, tickets, then the renewal. Is that still the order?- Hollie Grieve NoneThat's the order, Mats. I'll keep the usage part tight so we have proper time on the renewal at the end. Linnea, thanks for joining, I know you're the one who actually lives in the admin console.
Linnea Holm NoneHappy to. I've got the console open as well, so if anyone wants a number checked, just say.- Hollie Grieve NoneLovely. So, the headline. You're licensed for one hundred and sixty users, and day to day the number of people actually active sits in the low forties. That's a touch down on the previous quarter, nothing dramatic, a few percent.
- Karin Sjöberg NoneYes. We should anchor this to what the stores are doing. Some of the store managers use the brain mostly around the weekly review, so the number moves with that rhythm.
- Mats Eklund NoneForty out of one hundred and sixty. What is the return on the rest?
- Hollie Grieve NoneFair question, and I'd rather you asked it than not. The licensed number is headroom more than a target. What I'd look at is questions asked, because that's the best single measure of value, and who is asking them.
- Linnea Holm NoneFrom the admin side, questions are steady. Customer service and e-commerce are the heaviest users. Store feedback is the one that's lighter, and that's partly my doing, we haven't pushed it.
- Karin Sjöberg NoneThat is the part I would like to improve. What do the stores say? I think they like the pages but they do not always know the questions to ask.
- Hollie Grieve NoneThat's very common. One thing we can do is a short session for store-facing people with ready-made questions per segment. Nothing heavy.
- Tom Ashdown NoneAye, and that's no drama from our side, Hollie can set that up. Let's get something in the diary before the summer if Karin wants it.
- Karin Sjöberg NoneYes, please. Let us think about it together after this call, with Linnea.
- Hollie Grieve NoneTickets, then. One in the last month, and it wasn't urgent. Linnea, do you want to say what it was?
- Linnea Holm NoneIt was a how-to, really. A question about how to restrict a page to one team. It was answered quickly and I've done it. No problem there.
- Hollie Grieve NoneGood. No urgent tickets, no overdue invoices on our side either, so on the service and billing side it's a quiet account, which is what we like.
- Mats Eklund NoneGood. Now the renewal. The contract ends on 31 May 2026. Renewal date is 1 Jun 2026. That is eleven days. Where are we?
- Tom Ashdown NoneYes, that's mine, Mats, so I'll take it. Right now you're on Enterprise at one hundred and three thousand pounds a year, and that's both the order form and what's been invoiced, so those line up. The renewal paperwork is drafted and I wanted you to see it with the usage in front of you rather than cold.
- Mats Eklund NoneWill the figure change?
- Tom Ashdown NoneI'll be straight with you, I don't want to quote you a number from memory on a call. There's a price book update that applies to renewals, so I'll confirm the exact figure in writing today, with the workings, so you can look at it properly.
- Mats Eklund NoneSend me the numbers first. I do not agree a price change on a call. I check it against the store investment plan and the e-commerce budget.
- Tom Ashdown NoneCompletely understood. Leave that with me. You'll have it this afternoon, and Hollie can add the usage summary so the value case sits alongside it.
- Karin Sjöberg NoneMats, I can send you the examples from the segment work, so you see what we use it for. Then you have both sides, cost and return.
- Mats Eklund NoneYes, that is useful. And next year? If the user numbers stay as they are, I would like to know whether the tier is correct.
- Hollie Grieve NoneThat's a good thing to put on the table. I'd say let's look at it at the next review, once the store sessions have had a chance to move the numbers. If it's not moving, we should talk honestly about fit.
- Mats Eklund NoneAgreed.
- Linnea Holm NoneOne practical thing for me. If the renewal is signed on the first, does anything change on the connectors or the single sign-on? I don't want a surprise on the first day.
- Hollie Grieve NoneNothing changes. Same connectors, same set-up, same support. It simply continues.
- Karin Sjöberg NoneGood. Then we have our actions. Tom sends the renewal figure and workings today, Hollie arranges the store session, I send Mats the examples.
- Tom Ashdown NoneThat's it. Cheers, everyone, speak soon.
- Mats Eklund NoneThank you. Mats Eklund, CFO. Goodbye.
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