Booking our QBR
Email thread Calderbrook Housing Group: documents · cs
Amara Obi introduces herself as new CSM and asks for QBR slots. Helen Marsden agrees but says low tickets are not health: usage is down and unreconciled arrears figures in the board pack have cost colleagues' confidence.
What was said
What this says
Current to 11 Oct 26Amara Obi introduces herself as new CSM and asks for QBR slots. Helen Marsden agrees but says low tickets are not health: usage is down and unreconciled arrears figures in the board pack have cost colleagues' confidence.
Ask: Amara asked for QBR slots and raised falling active users against 40 licensed Growth users. She asked whether quiet tickets meant health or silence.
Customer view: Helen said the low ticket count is not a sign that all is well. Fewer people are asking questions, partly because arrears figures in the board pack have not reconciled to the housing management system.
Next: Helen wants the source of those figures at the QBR, and will bring names for wider access. The term runs to 1 Sep 2026, so the renewal conversation is close.
The thread
Updated 9 Oct 26Messages
Amara Obi 20 Apr 2026 12:26Hi Helen, I wanted to introduce myself properly. I am Amara, and I have taken over as your Customer Success Manager at BB-Demo. I know you have worked with a few of us over the past while, so I will not pretend I have the history your team has built up. What I do have is the usage and ticket record, and I would like to learn the rest from you. Here's what the numbers say: active users have come down compared with last quarter, even though you have 40 licensed users on Growth. Tickets are low and none are high priority, which is good, but I would rather hear from you whether that is health or quiet. I would not want to leave that unmentioned. Let's get the next QBR in the diary. Could you suggest two or three slots in the next couple of weeks? I would like to cover three things: - what good looks like for your team this quarter - who else should have access - the board-pack work and what you still need from us Your term runs to 1 Sep 2026, so I would also like to make sure we have talked about the year ahead well before then. Best, Amara Amara Obi Customer Success Manager, BB-Demo
Helen Marsden 20 Apr 2026 15:12Hello Amara, Thank you for introducing yourself, and for saying plainly that you are new to us. It is appreciated. I would be glad to have the QBR. Wednesday or Thursday of next week would suit me, in the morning. Please send an invitation for whichever is free on your side. On your question, the low ticket count is not a sign that all is well. Fewer people are asking questions of the brain than I would like, and part of that is that the arrears figures in the board pack have not yet reconciled to the housing management system, so some colleagues have lost a little confidence. Can you bring the source for those figures to the meeting? The board will ask, and I need to be able to show where each number comes from. I will think about who else should have access and bring names. Kind regards, Helen