Dunholm Precision / BG-Demo – Renewal
Callcompleted
Dunholm Precision · 17 Sep 2026 16:00
Stuart Kenyon refused to pay more for something people use less. The CRM shows a £58k renewal deal against £51k on the order form, and he will sign only if Ruth is happy. Close is pencilled for 9 Nov 2026.
What was said
What this says
As at Fri 9 Oct 2026Stuart Kenyon refused to pay more for something people use less. The CRM shows a £58k renewal deal against £51k on the order form, and he will sign only if Ruth is happy. Close is pencilled for 9 Nov 2026.
What happened: Renewal call on 17 Sep 2026 with Stuart and Karen Midgley, Financial Controller, who joins for the paperwork. Daniel Okafor said usage dipped over the last quarter and one high-priority ticket is open.
Customer view: Stuart said he will not pay more for something people use less. He will look at the renewal only if Ruth confirms it works, and Karen wants to understand any increase before budgeting.
Commercial: Tom Ashdown quoted £51k a year on the order form, matching invoices, and a CRM deal value of £58k that he would not confirm from memory. Close is pencilled for 9 Nov 2026, before the term ends on 30 Nov 2026.
Watch: Price is rising while use is falling, and no reason for the dip was given.
Themes
As at Fri 9 Oct 2026Theme
Renewal price versus usage
Importance
renewal
Sentiment
mixed
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Tom Ashdown to send Karen then Stuart a one-page cover note and the order form with a line-by-line breakdown, aiming to close on 9 Nov 2026.
- Daniel Okafor to send the one-page value summary with Ruth's examples, plus the timeline for the high-priority ticket.
- Daniel to send the usage plan by the end of the following week.
Risks
As at Fri 9 Oct 2026- Stuart will not sign if Ruth is not happy, and he objects to paying more while use falls.
- The £58,000 CRM deal value is unconfirmed and higher than the £51,000 on the order form, so Karen cannot budget yet.
- A high-priority ticket is open and the reason for the usage dip is not known.
Opportunities
As at Fri 9 Oct 2026- A short usage plan to bring more teams onto the Growth licences could rebuild the value case before 30 Nov 2026.
Transcript
Daniel OkaforGood afternoon, everyone, and thank you for making the time. Stuart, Karen, I can see you both. Tom, are you on?
Tom AshdownI'm here. Afternoon all. How's the week been? Karen, I don't think we've spoken before, have we? Nice to meet you.
Karen MidgleyGood afternoon. No, we haven't. I'm Financial Controller. Stuart asked me to join because I'll be dealing with the paperwork.
Stuart KenyonWhat do you need from me? Keep it simple.- Daniel OkaforA decision in principle, Stuart, nothing more today. The contract on Growth ends on 30 Nov 2026 and renews from 1 Dec 2026, so this is the call to line things up. I'll cover the value first, then Tom will take you through the commercial side.
- Daniel OkaforSo, honestly, the picture. Usage over the last quarter has dipped a little. Around ten or eleven people are active on an average day. That's lower than the previous quarter, and I'd rather say so plainly. There's been one ticket this month, flagged high priority, and I've been following it.
- Stuart KenyonLower. Right. Why?
- Daniel OkaforI don't have one reason I'd stand behind, Stuart, so I won't guess. I've spoken to Ruth and she believes it's the pressure on the shop floor. What I can say is that the questions people do ask are the ones that save time: order status and quality history.
- Stuart KenyonRuth will tell me if it's working. She says it is. What does it save us?
- Daniel OkaforTime on queries and time on audit evidence. I can't put a pound figure on it that I'd defend, and I don't want to invent one. Ruth has given me a couple of examples that I've put on a single page, and I'll send it to you and Karen.
- Karen MidgleyThank you. Can I ask about the invoice? I need to be precise for the budget. What are you currently paying, and what's the renewal going to look like?
- Tom AshdownYes, good question, Karen. Currently it's £51,000 a year on the order form, and that's what's been invoiced, so your records should match. On the renewal, our system shows a deal value of £58,000 for the renewal as it stands. Now, I'll be straight, I don't want to quote that from memory as a final number. I'll confirm in writing exactly what it's made up of before anyone signs anything.
- Karen MidgleyIt's higher than the current figure. I'd need to understand why before it goes in the budget. Will you put the breakdown in the paperwork?
- Tom AshdownAbsolutely, line by line. No drama. You'll have it as an order form and a covering note, so you can see where each pound goes.
- Stuart KenyonI'm not paying more for something people use less. That's the plain version.
- Daniel OkaforThat's a fair thing to say, Stuart, and I'd rather you said it. That's why I'd like the one page and Ruth's view in front of you, and, if you'd like it, a short plan from me for getting more of your teams using it before the renewal date.
- Stuart KenyonDo that. If Ruth's happy with it, I'll look at it. If she isn't, I won't sign.
- Karen MidgleyAnd when would you need the signed copy? I need a date I can plan the payment around.
- Tom AshdownWe've pencilled the close for 9 Nov 2026, which gives everyone a bit of room before the term ends on 30 Nov 2026. If it slips a few days, nobody's going to panic. I'll get something in the diary for early November, Karen, and Stuart, shall I send you both the same paperwork?
- Stuart KenyonKaren first. Then me. One page.
- Tom AshdownOne page cover note, and the order form behind it. Leave that with me.
- Karen MidgleyThank you. Daniel, just so I have it clearly: you're sending the one-page value summary, Tom is sending the breakdown and the order form, and the target date is 9 Nov 2026?
- Daniel OkaforExactly that, Karen. Just to close the loop, I'll also send the ticket timeline for the high-priority one, so there's no mystery about it, and I'll come back to you by the end of next week with the usage plan.
- Stuart KenyonAnything else? I'd rather get back to work.
- Daniel OkaforNo, I think that's all. Thank you all for your time.
- Tom AshdownCheers, everyone. Speak soon.
- Karen MidgleyThank you. Goodbye.
Callsmade from