Marlstone Legal / BG-Demo – Negotiation
Callcompleted
Marlstone Legal · 27 Feb 2025 10:15
On the 27 Feb 2025 call Marlstone Legal's chief executive agreed to move forward on Growth. Renewal was explained as the standard list of £44k after a first-term discount, and the Growth service credit was described more broadly than the brief's standard.
What was said
What this says
As at Fri 9 Oct 2026On the 27 Feb 2025 call Marlstone Legal's chief executive agreed to move forward on Growth. Renewal was explained as the standard list of £44k after a first-term discount, and the Growth service credit was described more broadly than the brief's standard.
What happened: Tom Ashdown and Owen Tallis presented Growth to Emma Croft, Elliot Kirkby and Toby Mellor on 27 Feb 2025. Emma agreed to proceed and asked for the order form.
Customer view: Toby pressed on what renewal would cost. Owen said the first term carried a fifteen percent discount and renewal would be on the standard list of £44k.
Commercial: Owen told the customer a miss on either uptime or nightly refresh earns a five percent credit. Growth's standard credit covers availability only, so the executed order form must be checked for what was actually promised.
Watch: the evidence does not show the signed order form. Renewal price expectations were set at the v1 list, so the v2 step-up needs handling early.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Tom Ashdown to send the Growth order form within a day or two of the call.
- Confirm the executed order form wording on service credits and renewal price.
Risks
As at Fri 9 Oct 2026- Renewal was framed at £44,000, which may differ from the v2 Growth list of £50,000 that applies to v1 customers renewing after 1 Jul 2026.
- Owen described a freshness credit on Growth, which the standard terms do not include for that tier.
Opportunities
As at Fri 9 Oct 2026- The customer plans to bring client matters, partner calls and billing into one place, which supports adoption across several teams.
Transcript
Tom AshdownHi Owen, you there? Just waiting for Emma and the team.
Owen TallisYep, I'm in. How's the morning going?- Tom AshdownBusy, but good. Right, they're joining now.
Emma CroftMorning, all. Sorry, I've just ducked out of something. Elliot, Toby, you're both there?
Elliot KirkbyWe are, yes.
Toby MellorMorning.- Tom AshdownGreat. So we're looking at Growth for you, the fifty-one-six all-in, implementation and first year together. Owen's going to walk through the commercial terms.
- Owen TallisThanks, Tom. So, Emma, we've had a good exploration of your workflow. You're bringing in client matters, partner calls, billing, all in one place. Growth is designed exactly for that. You get forty users, eight connectors, the dashboards builder, and quarterly check-ins with a named CSM. The fifty-one-six covers implementation across eight weeks and your subscription for the first year.
- Emma CroftAnd that's your full list price, or?
- Owen TallisThat's after a fifteen percent first-term discount for the commitment. We're saying fifty-one-six, and at renewal next year you'd be on the standard list, unless things change for you.
- Toby MellorWhat is the standard list?
- Owen TallisGrowth is forty-four thousand a year as of the current pricebook. The fifty-one-six is your implementation fee and discounted first year bundled together.
- Toby MellorRight. So when we renew, we're looking at forty-four, plus whatever else?
- Owen TallisCorrect. And we give you ninety days' notice before the renewal date, so you'll have time to plan for it. We'll have had quarterly conversations with you by then. Esther's brilliant on helping teams understand the return they're seeing.
- Elliot KirkbyWho's Esther?
- Tom AshdownShe's our CSM. Once you're signed, she owns the implementation and the day-to-day relationship. Any issues or questions, she's your point of contact.
- Emma CroftOkay. And the service level, what does that actually mean for us?
- Owen TallisGrowth comes with two service commitments. One, we keep the platform running: ninety-nine point five percent uptime. Two, we refresh your data nightly, complete by seven in the morning your time. If we miss either one, you get a five percent credit on that month's fee.
- Toby MellorFair. I think I'm happy with this. When do we sign?
- Tom AshdownWe'll get an order form to you within a day or two. It locks in the price and the date you start implementation. You'll have time to sign it off internally, get it back to us, and then we'll get the implementation plan on the calendar.
- Emma CroftAnd who am I signing off with on this?
- Tom AshdownThat would be me, Tom Ashdown. I'll send it through within a day or two. Just come back to me with any questions. And once you've signed, I'll hand you over to Esther, she's our CSM and she'll own the implementation and the ongoing relationship.
- Elliot KirkbySounds good. Any remaining concerns, Emma?
- Emma CroftNo, I think we're good. I'm happy to move forward. Tom, send that paperwork over.
- Tom AshdownWill do. Cheers, all. Speak soon.