Harrowden Foods - QBR
Documentfinal Harrowden Foods: documents · qbr_deck · final · 2026-09-21
Final QBR deck by Amara Obi, new CSM. Contracted annual recurring revenue is £58,000 under the executed order form, term to 4 Jan 2027. Active users sit in the low teens against 60 licensed, a small dip. No availability, P1 response or price terms are stated.
What it says
What this says
Current to 11 Oct 26Final QBR deck by Amara Obi, new CSM. Contracted annual recurring revenue is £58,000 under the executed order form, term to 4 Jan 2027. Active users sit in the low teens against 60 licensed, a small dip. No availability, P1 response or price terms are stated.
What it is: a customer-facing quarterly business review for a Growth tier account, written by Amara Obi in her first QBR with the team. It states "Contracted annual recurring revenue is £58,000 under the executed order form" and the term end of 4 Jan 2027.
Commits: nothing contractual. It sets an action plan with owners, and says the renewal terms will be confirmed in writing, "including how any first-term discount and the current price book apply".
Unusual: it says service levels are those of the Growth tier, plus anything in the executed order form. The deck does not quote them. It also declines to draw conclusions on questions asked, dashboards or connector health.
Not settled: the usage split by team, key-person risk, the outcome of the high-priority ticket, and the renewal price. The £58,000 figure is as stated in this deck and has not been checked here against the order form or invoices.
As found in this document
Current to 9 Oct 26- Date end4 Jan 2027Source: object_read:doc_009_016
- Date renewal4 Jan 2027Source: object_read:doc_009_016
- Price£58,000Source: object_read:doc_009_016
- Contracted annual recurring revenue£58,000 under the executed order form£58,000 under the executed order form · Source: object_read:doc_009_016
- Current term ends4 Jan 2027Source: object_read:doc_009_016
- Licensed users60Source: object_read:doc_009_016
- Service levelsthose of the Growth tier, plus anything in your executed order form, which takes precedencethose of the Growth tier, plus anything in your executed order form, which takes precedence · Source: object_read:doc_009_016
The document
Body
Harrowden Foods - QBR
Quarterly business review, Growth tier
Prepared by Amara Obi, Customer Success Manager, BB-Demo Account owner: Lewis Kerr Review date: 21 Sep 2026 Status: Final
Agenda
- Where we are: contract and scope
- Usage and adoption
- Value: what the brain is for at Harrowden Foods
- Support and service
- Commercial position and renewal
- Risks and open questions
- Plan for the next quarter
This is my first QBR with the team, so I want to be clear about what the numbers say, what they do not say, and what I would like us to agree today.
Where we are
| Item | Position |
|---|---|
| Customer since | 5 Jan 2026 |
| Tier | Growth |
| Licensed users | 60 |
| Contracted annual recurring revenue | £58,000 |
| Current term ends | 4 Jan 2027 |
| Invoices overdue | None |
Harrowden Foods makes own-label chilled ready meals and bakery for UK supermarkets from two sites. The brain was bought so that commercial insights and customer service can see retailer accounts, service-level complaints and orders together, in one place, inside your own Snowflake account.
Read the whole document (5,806 characters)
The account is in good standing on the commercial side. Payments are up to date and nothing is in dispute.
Usage and adoption
Here's what the numbers say.
- Active users: across the last month the average number of active users sits in the low teens, against 60 licensed users. That is a small dip on the previous quarter, not a collapse, but it is not the direction we want.
- Headroom: most of the licensed seats are not in regular use. That is the single biggest opportunity on this account.
- Who is using it: I do not yet have a clean view of how usage splits between commercial insights and customer service. Getting that split is one of my actions for the quarter.
What the evidence does not show: I am not drawing conclusions about questions asked, dashboards built or connector health in this deck. Those will come from the full usage review, and I would rather confirm them with you than guess.
Reading the trend
A small fall in active users with a large pool of unused seats usually means one of two things: the brain is embedded with a core group and has not spread, or a few early users have drifted away. Both are fixable, and both start with the same question: who else should have access?
Value: what good looks like
The reason Harrowden Foods bought the brain was a specific one:
- see a retailer's orders next to that retailer's service-level complaints
- let customer service answer without reconciling several systems by hand
- give commercial insights a single view of each supermarket account
The test of value for the next quarter is whether the people handling retailer accounts reach for the brain first, before they open the underlying systems. I would like us to agree two or three concrete questions that each team should be able to answer in the brain in minutes, and then measure against them.
I do not want to claim savings or outcomes that you have not told me about. If you can share one example where the brain changed a conversation with a retailer, I will build it into the renewal value case.
Support and service
| Measure | Last month |
|---|---|
| Tickets raised | Three |
| High-priority tickets | One |
| Overdue invoices | None |
- Ticket volume is low, which fits a modest active user base. Low tickets from a small group is not by itself a worry, but it is worth watching alongside the usage dip.
- The one high-priority ticket is the item I would like to walk through with you, so you can tell me whether the resolution met expectations.
- Service levels are those of the Growth tier, plus anything in your executed order form, which takes precedence.
Commercial position and renewal
- Contracted annual recurring revenue is £58,000 under the executed order form.
- The current term runs to 4 Jan 2027, so the renewal conversation falls in the coming weeks and months, not next year.
- I will confirm the renewal terms in writing ahead of that conversation, including how any first-term discount and the current price book apply.
I would like to go into that conversation with a clear value case and a plan for the unused seats, so that renewal is a decision about growth rather than about justification.
Risks and open questions
- Adoption risk: active users are well below the licensed number and have dipped slightly. If that continues, the renewal becomes a value question.
- Key-person risk: I cannot yet say whether a few people account for most of the questions asked. I will check and tell you.
- Continuity: I have taken this account over recently, and I am building my own picture of the history. If anything I say here conflicts with what you remember, tell me.
- Open question for you: which teams, beyond commercial insights and customer service, would benefit from access?
Plan for the next quarter
| Action | Owner | Timing |
|---|---|---|
| Full usage review by team and by user | Amara Obi | Before the next check-in |
| Walk through the high-priority ticket and confirm resolution | Amara Obi | Within the next fortnight |
| Agree two or three target questions per team | Amara Obi with Harrowden Foods leads | Next month |
| Identify further users who should have access | Harrowden Foods, supported by Amara Obi | Next month |
| Draft the value case for renewal | Amara Obi, with Lewis Kerr on commercial terms | Ahead of the renewal conversation |
What I need from you
- A named contact on each team who will own adoption.
- Your view on which additional people should be given access.
- One real example of the brain being useful, however small.
Let's get the next QBR in the diary before we finish today.
Best, Amara
Unusual terms
Current to 9 Oct 26- Renewal terms to be confirmed in writing, including first-term discount