Scheduling your QBR
Email threadAmara Obi, new to the account, raised falling weekly activity against 40 licensed users and a high priority ticket. Craig Ashwell said the numbers are not good and asked for a concrete plan to get project managers using the brain.
What was said
What this says
As at Fri 9 Oct 2026Amara Obi, new to the account, raised falling weekly activity against 40 licensed users and a high priority ticket. Craig Ashwell said the numbers are not good and asked for a concrete plan to get project managers using the brain.
Ask: Amara proposed an hour-long QBR covering current use, blockers including the priority ticket, wider access and what good looks like.
Customer view: Craig said the project managers see the brain as one more thing to feed and it is not yet showing variations, calls and invoices in one place. He wants something concrete, not a general tour.
Next: the QBR is set for Tuesday at 10:00. Amara will bring a project manager plan and check which users ask the most questions.
The thread
Updated 9 Oct 26Messages
Amara Obi 1 Jun 2026 15:27Hi Craig, I don't think we've worked together before, so let me introduce myself properly. I'm Amara, a Customer Success Manager at BG-Demo, and I'm getting the next quarterly review in the diary for Ashwell Mercer. Here's what the numbers say. The average number of people active in the brain each week has fallen noticeably compared with last quarter, and that is against 40 licensed users. There have also been a few support tickets in the last month, one of them marked high priority. I'd rather we talked about that openly than have it sit in a chart. What I'd like to cover in the QBR: - What the project, commercial and credit teams are actually using it for today - What has got in the way, including that priority ticket - Who else should have access - What good looks like for you this quarter It would need about an hour. Could you suggest a couple of slots in the next two weeks? If it's easier, tell me who from your team should join and I'll find a time that suits them. Best, Amara
Craig Ashwell 3 Jun 2026 17:44Amara, Thanks for the note. Fair enough on the numbers. I'm not going to pretend they're good. The honest picture: the project managers are flat out and see it as one more thing to feed. The credit team use it when they remember. I brought it in so we could see each client's variations, calls and invoices in one place, and right now it's not doing that job well enough. I can do an hour next Tuesday at 10:00. Any later in the week and I'm on site. Come with something concrete on how we get the PMs to use it, not a general tour. Craig- Amara Obi 4 Jun 2026 13:31Hi Craig, Thanks, and thank you for being so direct. That's useful. Tuesday at 10:00 works for me. I'll send the invite this afternoon. On 3 Jun 2026, at 17:44, Craig Ashwell wrote: > Come with something concrete on how we get the PMs to use it, not a general tour. Understood. I'll bring a short plan built around the project managers: what they would ask the brain day to day, and what it would take to make that quicker than the way they do it now. I'll also look at which of your current users are asking the most questions, so we know who is carrying the usage today. If there's a project manager or two who would be willing to join for the first part, that would help me get this right. Best, Amara