Harrowden Foods - QBR
Documentfinal Harrowden Foods: documents · qbr_deck · final · 2026-08-31
Final QBR deck by Amara Obi, the Growth account's Customer Success Manager. It reports active users down by more than a quarter against the prior quarter and no tickets in thirty days. It names contracted ARR of £58,000 and a contract end of 4 Jan 2027. It gives no availability or P1 figures.
What it says
What this says
Current to 11 Oct 26Final QBR deck by Amara Obi, the Growth account's Customer Success Manager. It reports active users down by more than a quarter against the prior quarter and no tickets in thirty days. It names contracted ARR of £58,000 and a contract end of 4 Jan 2027. It gives no availability or P1 figures.
What it is: a customer-facing QBR deck dated 31 Aug 2026, and Amara's first with this customer. She says she built it from usage records and the contract, not earlier conversations.
Says: "active users are down by more than a quarter compared with the prior quarter", and no tickets were raised in the last thirty days. Amara reads that quiet queue as possible disengagement, not health.
Commits: nothing contractual. It sets BB-Demo actions: usage by team within the next fortnight, refresher sessions by the end of next month, and a value summary well ahead of the renewal notice.
Not settled: why usage fell, who signs the renewal, and what the brain is worth to Harrowden Foods. It names Lewis Kerr as account owner but the document does not show his current status. The licensed-user count of 60 is not explained against the tier.
As found in this document
Current to 9 Oct 26- Date end4 Jan 2027Source: object_read:doc_009_015
- Date renewal4 Jan 2027Source: object_read:doc_009_015
- Date start5 Jan 2026Source: object_read:doc_009_015
- Price£58,000Source: object_read:doc_009_015
- Contract end4 Jan 2027Source: object_read:doc_009_015
- Usage by team and nameWithin the next fortnightSource: object_read:doc_009_015
- Refresher sessionsEnd of next monthSource: object_read:doc_009_015
The document
Body
Harrowden Foods - QBR
Prepared by: Amara Obi, Customer Success Manager, BB-Demo Account owner: Lewis Kerr Date: 31 Aug 2026 Status: Final
1. Why we are here
Hello, I'm Amara. I look after the Harrowden Foods account as your Customer Success Manager. This is my first QBR with you, so I have built it from the usage records and the contract rather than from earlier conversations. I have not assumed any history I have not seen.
The question for today: what does good look like for commercial insights and customer service over the rest of this term?
2. Account snapshot
| Item | Detail |
|---|---|
| Customer | Harrowden Foods, Leicester |
| Industry | Food manufacturing: own-label chilled ready meals and bakery for UK supermarkets, from two sites |
| Tier | Growth |
| Customer since | 5 Jan 2026 |
| Contract end | 4 Jan 2027 |
| Annual recurring revenue (contracted) | £58,000 |
| Licensed users | 60 |
| Account owner | Lewis Kerr |
| Customer Success Manager | Amara Obi |
Read the whole document (4,559 characters)
You bought the brain so that commercial insights and customer service can see retailer accounts, service-level complaints and orders together. Everything below is measured against that purpose.
3. Usage: here's what the numbers say
- Licensed users: 60.
- Active users: on average, fewer than ten people were active each day over the last thirty days. That is a small share of the licensed users.
- Trend: active users are down by more than a quarter compared with the prior quarter.
I want to be plain about this: the drop is real and I would rather raise it than let it sit on a slide. The records tell me that fewer people are using the brain. They do not tell me why. I do not yet know whether this is a change in team routines, a change in who needs the answers, or a drop in confidence in the data.
4. Support and service
- No support tickets were raised in the last thirty days, and none were high priority.
- No invoices are overdue.
That is good news on the face of it. Read against the usage trend, though, a quiet queue from a shrinking group of users can mean people have stopped trying. I would like to confirm which of those it is, rather than assume the best.
5. Value
The original aim was a single view across retailer accounts, service-level complaints and orders. What I can say today:
- The contract and billing are healthy: the account is paid up and in term.
- I do not have evidence in this pack of a value story that Harrowden Foods itself would recognise, such as a complaint spotted earlier or a retailer review prepared faster.
- Without that story, the renewal conversation will be harder than it needs to be.
This is the gap I most want to close with you.
6. Risks and open questions
| Area | What we see | What we do not know |
|---|---|---|
| Adoption | Active users down by more than a quarter against the prior quarter | Which teams have dropped off |
| Silence | No tickets in the last thirty days | Whether people have stopped asking or simply have no problems |
| Value | No agreed measure of what the brain is worth to you | What outcome matters most to commercial insights and customer service |
| Renewal | Contract ends 4 Jan 2027 | Who will sign off the renewal, and on what evidence |
7. Plan for the next period
- Find out who has dropped off. I will review usage by team and name with you and Lewis Kerr, and compare commercial insights with customer service.
- Agree what good looks like. One or two measures that matter to you, for example questions asked about retailer service-level complaints.
- Run a short refresher for the teams that matter. A working session on your own data, led by me.
- Check access. Who else should have access? If people who need the answers are not among the active users, we fix that first.
- Build a value summary. Before the renewal conversation, we put together a short, honest record of what the brain has changed for you.
8. Next steps
| Action | Owner | By when |
|---|---|---|
| Share usage by team and name | Amara Obi | Within the next fortnight |
| Confirm the measures that matter | Harrowden Foods, with Amara Obi | Within the next fortnight |
| Agree refresher sessions | Amara Obi, Lewis Kerr | End of next month |
| Value summary ready for review | Amara Obi | Well ahead of the renewal notice |
Contract end is 4 Jan 2027, so there is time to put this right. Let's get the next QBR in the diary before the end of the quarter, so we can show movement rather than promises.
Best, Amara