Carnmoor renewal: finding time to talk

Hi Ian, I'm Amara, the Customer Success Manager for Carnmoor at BB-Demo. I wanted to introduce myself properly ahead of the renewal, which falls due on 1 Dec 2026. Here's what the numbers say: usage over the last quarter is well down on the quarter before, and I'd rather raise that with you now than have it surface in a renewal meeting. Nothing has come through to our support team and your invoices are all up to date, so I don't have a clear reason for the drop. Could we find forty minutes in the next fortnight? I'd like to hear what good looks like for Carnmoor this year and what you would need to see to renew with confidence. I'll bring the usage figures by team so we are both looking at the same thing. Would any day next week suit? Best, Amara

Amara, Thank you for the note, and for raising it before the notice date rather than after. I'll be direct. I signed the Growth contract on the basis that several teams would use it day to day. If usage has fallen as you say, I want to see by how much, by team and over which period, with the base stated. A percentage on its own does not help me. I can do next Thursday at 14:30 or the Friday at 10:00. I would like our head of client services in the room as well, since she chose the product and will know what her teams are actually doing with it. Please don't bring a renewal price. I will not agree one on a call, and we will take a view at renewal once I have seen what we have been getting for the money. What does it cost us per user today, for example, compared with a year ago? I would like that worked out in pounds, not described. Ian Prendergast