Grisedale Search & Selection / BG-Demo – QBR
Callcompleted
Grisedale Search & Selection · 4 Sep 2025 09:15
Only two or three of 15 licensed users log in on a typical day, mainly Lauren Pilkington and Nadia Bashir. The customer is candid and trusts the data. A 30-minute consultant session was agreed ahead of the 1 May 2026 renewal.
What was said
What this says
As at Fri 9 Oct 2026Only two or three of 15 licensed users log in on a typical day, mainly Lauren Pilkington and Nadia Bashir. The customer is candid and trusts the data. A 30-minute consultant session was agreed ahead of the 1 May 2026 renewal.
What happened: Marcus Bell ran the QBR with Lauren Pilkington and Nadia Bashir on 4 Sep 2025. Usage is two to three people a day against fifteen licensed users, lower than the quarter before.
Customer view: Lauren puts it down to habit and says the brain was meant for the consultants. Nadia says tickets are few because it is barely used, and that the data looks right.
Commercial: The term ends 30 Apr 2026 and renews on 1 May 2026 at £20k a year, the figure Marcus quoted. He left price to Priya Raman and wants the renewal conversation to be about value.
Watch: Lauren asks most of the questions, a key-person risk. Stuart, who is not on the call, will ask her about the contract, and this call does not show how the renewal ended.
Themes
As at Fri 9 Oct 2026Theme
Low adoption before renewal
Importance
renewal
Sentiment
mixed
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Marcus Bell to send times for a 30-minute first session and the usage report.
- Nadia Bashir to collect two or three lines from each consultant on what they would use it for.
- Lauren Pilkington to tell Stuart the plan before the renewal conversation.
Risks
As at Fri 9 Oct 2026- Only two or three of fifteen licensed users log in on a typical day, and the figure is falling.
- Lauren asks most of the questions, so the value rests on one person.
- Stuart will ask about the contract and the renewal may be judged on value if usage stays thin.
Opportunities
As at Fri 9 Oct 2026- Consultants can use the same screen within the fifteen users already licensed, so no extra purchase is needed.
- Short sessions on the consultants' own clients, using the missed complaint as the example, can build habit.
Transcript
Marcus BellMorning both. Can you see my screen okay? I've got the usage report up, so I'll say what I want to cover and you tell me if I've missed anything.
Lauren PilkingtonMorning Marcus. Yep, I can see it. Nadia's just joining, she's been wrestling with her headset.
Nadia BashirSorry, sorry. Can you hear me now? Good morning.- Marcus BellHear you fine, Nadia. Thanks for making time. So, three things. First, how usage looks over the last few months. Second, what's getting in the way. Third, what we do about it before your renewal on 1 May 2026. Happy to go off the list if something else is more pressing.
- Lauren PilkingtonNo, that's the right list. Honestly I think it's going to be a bit of an uncomfortable one, Marcus. I know the numbers aren't good.
- Marcus BellI've pulled the numbers, so let's look at them together. You've got fifteen licensed users. On a typical day over the last month, between two and three of them are actually logging in. And that's lower than the quarter before.
- Nadia BashirYeah. That's about what I see as well. I'm one of the two.
- Lauren PilkingtonAnd I'm the other, mostly. Which isn't what we bought it for. It was meant to be the consultants.
- Marcus BellRight. Can I ask what you think is behind it? I don't want to guess.
- Lauren PilkingtonHabit, mainly. They've got their inboxes, they've got the spreadsheet they always used, and the brain's one more tab. Nobody's been told off for not using it, and I've not pushed it because I've been flat out.
- Nadia BashirThere's also the thing where a couple of the newer consultants have never had a proper walk-through. They were told it exists. That's it.
- Marcus BellOkay, that's useful. Who joined in the last few months, roughly? Without names, just how many.
- Nadia BashirA handful. I did the logins but I didn't show them what to ask. I wouldn't have known what to show them, to be fair.
- Marcus BellThat's not on you, Nadia, that's on us for not getting you a proper session. Let me show you what the questions look like so far.
- Marcus BellSo, questions asked. Most of them come from one person, and I think that's you, Lauren. When one person asks most of the questions, it's a bit fragile. If you're off for a fortnight, nothing happens.
- Lauren PilkingtonYeah, that's fair. I'm the bottleneck. Quick one, though, can the consultants see that too? The stuff I ask about, like which client has an open complaint before somebody rings them.
- Marcus BellThey can. It's the same screen, same data, and it's within the fifteen users you have. Nothing extra to buy for that. They just need to know it's there and what to type.
- Lauren PilkingtonThen that's our job, not yours. I think what's hard is that nobody feels the pain until they've been caught out on a call.
- Nadia BashirWhich happened last week actually. A consultant rang a client who'd emailed a complaint two days before, and she hadn't seen it.
- Marcus BellThat's exactly the thing the brain should be catching. Do you mind if I use that as the example when I run a session? Keeping the client name out of it.
- Lauren PilkingtonPlease do. It was a bit embarrassing, so it might help.
- Marcus BellOkay. Can I check the other side too? Tickets. You've only raised one in the last month, and it wasn't urgent. Is that because everything's fine, or because nobody's using it enough to hit a problem?
- Nadia BashirProbably the second one, if I'm honest. It's been fine when I've used it. Quick answers, data looks right.
- Marcus BellGood, that's what I wanted to know. So the brain's doing its job, it's the adoption that's thin. I'd rather deal with that than a data problem.
- Lauren PilkingtonMm. So what do we do? I can't have another training day that nobody remembers.
- Marcus BellAgreed, I wouldn't do that. What I'd suggest is short sessions, in small groups, on their own clients. Thirty minutes, maybe, and each consultant leaves with three questions they actually ask. Shall we book thirty minutes for the first one and see how it goes?
- Lauren PilkingtonYes. Let's do that. Can Nadia be in it as well? She's the one who sets people up.
- Nadia BashirI'd like that, I feel like I've been guessing. And if there's an admin bit I'm missing, I'd rather know.
- Marcus BellOf course. I'll show you how to add and remove users as well, so you're not waiting for us each time someone joins or leaves.
- Lauren PilkingtonCan I ask about the contract while we're here? Stuart's going to ask me, and I'd rather not say I don't know. We're on until the end of April, is that right?
- Marcus BellYes, 30 Apr 2026 is the end of the term, and it renews on 1 May 2026. It's nineteen and a half thousand a year, invoiced the same. Nothing's changed there.
- Lauren PilkingtonAnd if we've still only got two people on it by then?
- Marcus BellI'm not going to dodge that, it's a fair thing to ask. The renewal conversation is about whether it's worth it to you, and the best answer is more people using it. Anything on price is for Priya, I'd rather not talk numbers I don't own. But I'd much prefer we sort the usage first, so the conversation's about value.
- Lauren PilkingtonThat's fair. I'll tell Stuart the plan, he likes a plan.
- Nadia BashirDo you want me to ask the consultants what they'd use it for? Before the session, so we can tailor it?
- Marcus BellThat would be great. Even two or three lines each. Roles they chase, clients they worry about, whatever's annoying them.
- Lauren PilkingtonI'll chase them. They'll moan, but they'll do it.
- Marcus BellRight, to recap. I'll send a couple of times for the first session, Nadia collects what the consultants want from it, and Lauren lets Stuart know where we've landed. I'll also send the usage report over so you've got it in front of you.
- Lauren PilkingtonPerfect. Ta, Marcus. Speak soon.
- Nadia BashirThanks Marcus, bye.
- Marcus BellThanks both. Speak soon.
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