Grisedale Search & Selection / BB-Demo – Qbr
Callcompleted
Grisedale Search & Selection: documents · 2025-09-04 09:15
Only two or three of 15 licensed users log in on a typical day, mainly Lauren Pilkington and Nadia Bashir. The customer is candid and trusts the data. A 30-minute consultant session was agreed ahead of the 1 May 2026 renewal.
What was said
What this says
Current to 11 Oct 26Only two or three of 15 licensed users log in on a typical day, mainly Lauren Pilkington and Nadia Bashir. The customer is candid and trusts the data. A 30-minute consultant session was agreed ahead of the 1 May 2026 renewal.
What happened: Marcus Bell ran the QBR with Lauren Pilkington and Nadia Bashir on 4 Sep 2025. Usage is two to three people a day against fifteen licensed users, lower than the quarter before.
Customer view: Lauren puts it down to habit and says the brain was meant for the consultants. Nadia says tickets are few because it is barely used, and that the data looks right.
Commercial: The term ends 30 Apr 2026 and renews on 1 May 2026 at £20k a year, the figure Marcus quoted. He left price to Priya Raman and wants the renewal conversation to be about value.
Watch: Lauren asks most of the questions, a key-person risk. Stuart, who is not on the call, will ask her about the contract, and this call does not show how the renewal ended.
Themes
Current to 9 Oct 26Theme
Low adoption before renewal
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 to send times for a 30-minute first session and the usage report.
- Nadia Bashir to collect two or three lines from each consultant on what they would use it for.
- Lauren Pilkington to tell Stuart the plan before the renewal conversation.
Risks
Current to 9 Oct 26- Only two or three of fifteen licensed users log in on a typical day, and the figure is falling.
- Lauren asks most of the questions, so the value rests on one person.
- Stuart will ask about the contract and the renewal may be judged on value if usage stays thin.
Opportunities
Current to 9 Oct 26- Consultants can use the same screen within the fifteen users already licensed, so no extra purchase is needed.
- Short sessions on the consultants' own clients, using the missed complaint as the example, can build habit.
Transcript
Marcus Bell NoneMorning both. Can you see my screen okay? I've got the usage report up, so I'll say what I want to cover and you tell me if I've missed anything.
Lauren Pilkington NoneMorning Marcus. Yep, I can see it. Nadia's just joining, she's been wrestling with her headset.
Nadia Bashir NoneSorry, sorry. Can you hear me now? Good morning.- Marcus Bell NoneHear you fine, Nadia. Thanks for making time. So, three things. First, how usage looks over the last few months. Second, what's getting in the way. Third, what we do about it before your renewal on 1 May 2026. Happy to go off the list if something else is more pressing.
- Lauren Pilkington NoneNo, that's the right list. Honestly I think it's going to be a bit of an uncomfortable one, Marcus. I know the numbers aren't good.
- Marcus Bell NoneI've pulled the numbers, so let's look at them together. You've got fifteen licensed users. On a typical day over the last month, between two and three of them are actually logging in. And that's lower than the quarter before.
- Nadia Bashir NoneYeah. That's about what I see as well. I'm one of the two.
- Lauren Pilkington NoneAnd I'm the other, mostly. Which isn't what we bought it for. It was meant to be the consultants.
- Marcus Bell NoneRight. Can I ask what you think is behind it? I don't want to guess.
- Lauren Pilkington NoneHabit, mainly. They've got their inboxes, they've got the spreadsheet they always used, and the brain's one more tab. Nobody's been told off for not using it, and I've not pushed it because I've been flat out.
- Nadia Bashir NoneThere's also the thing where a couple of the newer consultants have never had a proper walk-through. They were told it exists. That's it.
- Marcus Bell NoneOkay, that's useful. Who joined in the last few months, roughly? Without names, just how many.
- Nadia Bashir NoneA handful. I did the logins but I didn't show them what to ask. I wouldn't have known what to show them, to be fair.
- Marcus Bell NoneThat's not on you, Nadia, that's on us for not getting you a proper session. Let me show you what the questions look like so far.
- Marcus Bell NoneSo, questions asked. Most of them come from one person, and I think that's you, Lauren. When one person asks most of the questions, it's a bit fragile. If you're off for a fortnight, nothing happens.
- Lauren Pilkington NoneYeah, that's fair. I'm the bottleneck. Quick one, though, can the consultants see that too? The stuff I ask about, like which client has an open complaint before somebody rings them.
- Marcus Bell NoneThey can. It's the same screen, same data, and it's within the fifteen users you have. Nothing extra to buy for that. They just need to know it's there and what to type.
- Lauren Pilkington NoneThen that's our job, not yours. I think what's hard is that nobody feels the pain until they've been caught out on a call.
- Nadia Bashir NoneWhich happened last week actually. A consultant rang a client who'd emailed a complaint two days before, and she hadn't seen it.
- Marcus Bell NoneThat's exactly the thing the brain should be catching. Do you mind if I use that as the example when I run a session? Keeping the client name out of it.
- Lauren Pilkington NonePlease do. It was a bit embarrassing, so it might help.
- Marcus Bell NoneOkay. Can I check the other side too? Tickets. You've only raised one in the last month, and it wasn't urgent. Is that because everything's fine, or because nobody's using it enough to hit a problem?
- Nadia Bashir NoneProbably the second one, if I'm honest. It's been fine when I've used it. Quick answers, data looks right.
- Marcus Bell NoneGood, that's what I wanted to know. So the brain's doing its job, it's the adoption that's thin. I'd rather deal with that than a data problem.
- Lauren Pilkington NoneMm. So what do we do? I can't have another training day that nobody remembers.
- Marcus Bell NoneAgreed, I wouldn't do that. What I'd suggest is short sessions, in small groups, on their own clients. Thirty minutes, maybe, and each consultant leaves with three questions they actually ask. Shall we book thirty minutes for the first one and see how it goes?
- Lauren Pilkington NoneYes. Let's do that. Can Nadia be in it as well? She's the one who sets people up.
- Nadia Bashir NoneI'd like that, I feel like I've been guessing. And if there's an admin bit I'm missing, I'd rather know.
- Marcus Bell NoneOf course. I'll show you how to add and remove users as well, so you're not waiting for us each time someone joins or leaves.
- Lauren Pilkington NoneCan I ask about the contract while we're here? Stuart's going to ask me, and I'd rather not say I don't know. We're on until the end of April, is that right?
- Marcus Bell NoneYes, 30 Apr 2026 is the end of the term, and it renews on 1 May 2026. It's nineteen and a half thousand a year, invoiced the same. Nothing's changed there.
- Lauren Pilkington NoneAnd if we've still only got two people on it by then?
- Marcus Bell NoneI'm not going to dodge that, it's a fair thing to ask. The renewal conversation is about whether it's worth it to you, and the best answer is more people using it. Anything on price is for Priya, I'd rather not talk numbers I don't own. But I'd much prefer we sort the usage first, so the conversation's about value.
- Lauren Pilkington NoneThat's fair. I'll tell Stuart the plan, he likes a plan.
- Nadia Bashir NoneDo you want me to ask the consultants what they'd use it for? Before the session, so we can tailor it?
- Marcus Bell NoneThat would be great. Even two or three lines each. Roles they chase, clients they worry about, whatever's annoying them.
- Lauren Pilkington NoneI'll chase them. They'll moan, but they'll do it.
- Marcus Bell NoneRight, to recap. I'll send a couple of times for the first session, Nadia collects what the consultants want from it, and Lauren lets Stuart know where we've landed. I'll also send the usage report over so you've got it in front of you.
- Lauren Pilkington NonePerfect. Ta, Marcus. Speak soon.
- Nadia Bashir NoneThanks Marcus, bye.
- Marcus Bell NoneThanks both. Speak soon.
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