Delancey Haig - Success Plan
Documentfinal Delancey Haig · success plan · final · 5 Oct 2024
Final success plan v1 for Delancey Haig on the Growth tier, written by Daniel Okafor on 5 Oct 2024. It states contracted annual recurring revenue of £42k and a term ending 2 Jul 2025. It sets no availability or P1 figures of its own.
What it says
What this says
As at Fri 9 Oct 2026Final success plan v1 for Delancey Haig on the Growth tier, written by Daniel Okafor on 5 Oct 2024. It states contracted annual recurring revenue of £42k and a term ending 2 Jul 2025. It sets no availability or P1 figures of its own.
What it is: a customer success plan prepared by Daniel Okafor, with Priya Raman as account owner. It records goals, three phases of work (embed, deepen, renew) and how progress is measured.
Commits: BG-Demo to walkthroughs, a quarterly business review, a value summary and formal notice "well before 2 Jul 2025". The plan says the executed order form "remains the reference for price and terms".
Unusual: nothing off the standard terms. It refers to the Growth first-response service level and a nightly refresh complete by 07:00 on business days, without restating figures.
Not settled: the plan is dated 5 Oct 2024 and covers the first term only. It does not show the renewal outcome, any later usage, or the current contract position. Its "Contracted annual recurring revenue" figure is a plan statement, not the order form itself.
As found in this document
As at Fri 9 Oct 2026- Date end2 Jul 2025Source: the AI read of this record
- Date renewal2 Jul 2025Source: the AI read of this record
- Date start3 Jul 2024Source: the AI read of this record
- Renewal noticeGive formal notice and open the renewal conversation well before 2 Jul 2025Source: the AI read of this record
- Nightly refreshcomplete by 07:00 on business daysSource: the AI read of this record
- Quarterly business reviewHold the quarterly business review that comes with the Growth tierSource: the AI read of this record
Body
Delancey Haig - Success Plan
Version: 1 (final) Prepared by: Daniel Okafor, Customer Success Manager, BG-Demo Account owner: Priya Raman, BG-Demo Date: Saturday 5 Oct 2024
Purpose of this plan
This plan sets out how BG-Demo and Delancey Haig will make sure B-Glass keeps earning its place across the first contract term. It records what Delancey Haig bought it for, where the account stands today, what we will do together, and how we will both know it is working.
Delancey Haig is a London recruitment group placing technology and finance professionals on contract and permanent terms. It chose the Growth tier so that client-account directors could see each client's vacancies, placements, invoices and complaints together, in one place, without reconciling several systems by hand.
Account at a glance
| Item | Detail |
|---|---|
| Customer | Delancey Haig, London, recruitment |
| Tier | Growth |
| Customer since | 3 Jul 2024 |
| Current term ends | 2 Jul 2025 |
| Contracted annual recurring revenue | £42k |
| Licensed users | 40 |
| BG-Demo account owner | Priya Raman |
| BG-Demo customer success manager | Daniel Okafor |
Read the whole document (6,519 characters)
The contracted figure above is taken from the executed order form, which remains the reference for price and terms.
Where we are today
The account is healthy and the tone from the Delancey Haig team has been positive since go-live.
- Adoption. Usage has grown sharply compared with the previous quarter. More client-account directors are logging in and asking questions of the brain, and the increase has come from people who had not used it before, not only from the first group.
- Headroom. Only a fraction of the licensed users are active in a typical month, so there is plenty of room to bring more of the group on without any change to the contract.
- Support. There has been a single ticket in the last month, and it was raised as high priority. It was handled within the Growth first-response service level, and nothing is outstanding.
- Billing. No invoices are overdue. Delancey Haig has paid on time throughout.
We would not read the low ticket count as silence. It sits alongside rising usage, which is what a team settling into a new tool looks like.
What success looks like for Delancey Haig
We agreed these outcomes in conversation with the team, in general terms, and will keep them under review rather than treat them as fixed targets.
- Client-account directors prepare for client meetings from the brain, not from several separate systems.
- A director can see a client's vacancies, placements, invoices and complaints on one page before a renewal or a difficult conversation.
- Questions asked of the brain are spread across many people, so the value does not depend on one or two enthusiasts.
- Delancey Haig can say, in its own words, what the brain is worth to the business before the renewal conversation begins.
Plan of work
Phase one: embed (now, over the coming weeks)
| Action | Owner | Outcome |
|---|---|---|
| Short walkthrough sessions for client-account directors who have not yet logged in | Daniel Okafor | More directors asking their own questions |
| Collect the questions the team asks most often and turn the best ones into saved pages | Daniel Okafor with the Delancey Haig sponsor | A shared set of starting points for new users |
| Confirm which connected systems the team relies on and that each is loading as expected | Daniel Okafor | No quiet gaps in records indexed |
Phase two: deepen (the middle of the term)
| Action | Owner | Outcome |
|---|---|---|
| Introduce the dashboards builder to the directors who ask for regular views | Daniel Okafor | Dashboards built by Delancey Haig, showing its own investment |
| Hold the quarterly business review that comes with the Growth tier and review usage, value and issues | Daniel Okafor, with Priya Raman for commercial matters | Agreed view of value and any extra needs |
| Look at whether further teams or connectors would help, within the Growth allowance | Priya Raman | A clear, honest answer on whether anything needs to change |
Phase three: renew (ahead of the end of the term)
| Action | Owner | Outcome |
|---|---|---|
| Prepare a short value summary using Delancey Haig's own usage and the questions it has asked | Daniel Okafor | A case the sponsor can take to colleagues |
| Give formal notice and open the renewal conversation well before 2 Jul 2025 | Daniel Okafor | No surprises on either side |
| Agree renewal terms and any growth in scope | Priya Raman | Signed renewal in good time |
How we will measure progress
We will look at trajectory, not just level, and discuss it together at each review.
- Questions asked. The best single measure of value. We will watch the trend month on month and who is asking, so that no individual carries too large a share.
- Active users. Compared with the licensed 40, and whether growth continues beyond the first group.
- Records indexed. Steady growth means the brain is fresh. A flat line for several weeks is our cue to check a connector.
- Connectors configured. Rising numbers show deeper roots in the business.
- Tickets. Grouped by category and checked against the Growth service level, including the nightly refresh being complete by 07:00 on business days.
Risks and how we will handle them
- Key-person dependence. If a small number of people account for most questions, we will widen the circle through the walkthroughs above.
- A source system changes. If Delancey Haig changes its CRM, accounting system or helpdesk set-up, a connector may stop loading. We ask the team to tell us beforehand, and we will check records indexed after any change.
- Staff changes at Delancey Haig. If the sponsor or a heavy user moves on, Daniel will agree a new sponsor quickly and run a short refresher.
- Value not visible. If the team cannot say what the brain is worth, we will build the value summary earlier than planned.
Governance
Daniel Okafor is the day-to-day contact and will come back to the Delancey Haig sponsor after each review to close the loop on actions. Priya Raman owns commercial terms and will join reviews where scope or renewal is on the table. This plan will be revisited at each quarterly review and replaced by a new version if the goals change.
Next step
Daniel will contact the Delancey Haig sponsor in the coming days to agree dates for the first walkthrough sessions.