Harrowden Foods - Success Plan
Documentfinal Harrowden Foods · success plan · final · 5 Apr 2026
BG-Demo's success plan for Harrowden Foods, dated 5 Apr 2026, set out by Amara Obi. Growth tier, £50k contracted annual recurring revenue, 40 licensed users, term ending 4 Jan 2027. It is an internal plan, not a contract.
What it says
What this says
As at Fri 9 Oct 2026BG-Demo's success plan for Harrowden Foods, dated 5 Apr 2026, set out by Amara Obi. Growth tier, £50k contracted annual recurring revenue, 40 licensed users, term ending 4 Jan 2027. It is an internal plan, not a contract.
What it is: a success plan prepared by Amara Obi, Customer Success Manager, who took over the account. It sets four goals, three phases and a risk table ahead of renewal.
Commits: BG-Demo to report against Growth service commitments, including "First response on a priority one ticket within one business hour" and "Nightly refresh complete by 07:00 customer local time on business days". It also commits to a monthly usage check-in and quarterly reviews.
Unusual: nothing off the standard Growth terms. The plan itself notes "The current term ends on 4 Jan 2027" and that the ninety-day renewal notice must go out well ahead.
Not settled: which questions are asked most, or whether one person asks most of them. The plan does not name the champion or the customer's sponsor, and it states no availability percentage.
As found in this document
As at Fri 9 Oct 2026- Date end4 Jan 2027Source: the AI read of this record
- Date renewal4 Jan 2027Source: the AI read of this record
- Date start5 Jan 2026Source: the AI read of this record
- Price£50,000Source: the AI read of this record
- P1 first responseFirst response on a priority one ticket within one business hour.Source: the AI read of this record
- Nightly refreshNightly refresh complete by 07:00 customer local time on business days.Source: the AI read of this record
- Service creditsThe Growth availability commitment, with service credits for availability only.Source: the AI read of this record
- ReviewsQuarterly business reviews and access to the dashboards builder.Source: the AI read of this record
- Renewal noticeSend the ninety-day renewal notice and open the renewal conversationSource: the AI read of this record
Body
Harrowden Foods - Success Plan
Status: Final Prepared by: Amara Obi, Customer Success Manager, BG-Demo Account owner: Lewis Kerr Date: 5 Apr 2026
1. Purpose of this plan
Harrowden Foods bought B-Glass so that commercial insights and customer service can see retailer accounts, service-level complaints and orders together, rather than reconciling them by hand. This plan sets out what good looks like for the rest of the first term, who owns each step, and how we will know the brain is earning its place before the renewal conversation.
I have taken over as Customer Success Manager on this account, so this plan starts from where the numbers are today and does not assume history I have not been part of.
2. Account at a glance
| Item | Position |
|---|---|
| Customer | Harrowden Foods, Leicester |
| Business | Own-label chilled ready meals and bakery for UK supermarkets, from two sites |
| Tier | Growth |
| Contracted annual recurring revenue | £50k |
| Licensed users | 40 |
| Customer since | 5 Jan 2026 |
| Current term ends | 4 Jan 2027 |
| BG-Demo account owner | Lewis Kerr |
| BG-Demo Customer Success Manager | Amara Obi |
3. Where we are today
Read the whole document (6,338 characters)
Here's what the numbers say:
- Adoption is moving the right way. The average number of people active in a month has nearly doubled compared with the previous quarter. That is a good start, but it is still a small group measured against the 40 licensed users.
- Support is quiet and healthy. There has been one ticket in the last month, none of them high priority, and no overdue invoices.
- Headroom is large. Most of the licence is unused, so the opportunity in this term is breadth of use across teams rather than more seats.
What the evidence does not yet show is which questions are being asked most, or whether a single person is asking most of them. I will pull that view into the first review so we can see whether usage is spread or concentrated.
4. Goals for the term
| # | Goal | What success looks like |
|---|---|---|
| A | Make the brain the first place commercial insights look for retailer account answers | Regular questions from several people in the team, not one or two |
| B | Bring customer service in as a daily user | Complaint and order questions answered without a manual cross-check |
| C | Keep the sources fresh and trusted | Nightly refresh complete by 07:00 on business days, and no connector sitting flat |
| D | Build the value case before renewal | A short, agreed summary of what the brain has saved or enabled, in the customer's own words |
5. Plan by phase
Phase one: embed (now to the end of next month)
| Action | Owner (BG-Demo) | Owner (Harrowden Foods) |
|---|---|---|
| Confirm the champion and a second named admin, so the account never depends on one person | Amara Obi | Commercial insights lead |
| Agree the ten questions each team most wants answered, and test them on live data | Amara Obi | Commercial insights lead and customer service lead |
| Review which connectors are loading and confirm record counts are rising | Amara Obi | Whoever administers the source systems |
| Run a short hands-on session for customer service | Amara Obi | Customer service lead |
Who else should have access? I will ask this directly in the first session. Sales, operations and anyone handling retailer complaints are the obvious candidates.
Phase two: extend (the following two months)
| Action | Owner (BG-Demo) | Owner (Harrowden Foods) |
|---|---|---|
| Use the dashboards builder to put retailer service-level and order views in front of both teams | Amara Obi | Commercial insights lead |
| Check whether a further source system should be connected, within the Growth connector allowance | Amara Obi | Customer service lead |
| Hold the first quarterly business review and walk through usage, questions asked and tickets | Amara Obi, with Lewis Kerr attending | Sponsor and both team leads |
Phase three: prove value (the months leading to renewal)
| Action | Owner (BG-Demo) | Owner (Harrowden Foods) |
|---|---|---|
| Write up two or three concrete examples of time saved or issues caught earlier | Amara Obi | Commercial insights lead and customer service lead |
| Review users against the licence and agree whether the 40 users still fit | Amara Obi and Lewis Kerr | Sponsor |
| Send the ninety-day renewal notice and open the renewal conversation | Amara Obi | Sponsor and finance contact |
The current term ends on 4 Jan 2027, so the renewal notice needs to go out well ahead of that date. Let's get the next QBR in the diary now rather than later, so the value case is built over months and not in a rush.
6. Service commitments that apply
The Growth tier carries the following, and we will report against them at each review:
- The Growth availability commitment, with service credits for availability only.
- First response on a priority one ticket within one business hour.
- Nightly refresh complete by 07:00 customer local time on business days.
- Quarterly business reviews and access to the dashboards builder.
Availability is not the same as freshness. If the brain is up but a source has stopped loading, answers can still be stale, so I will watch records indexed as well as uptime.
7. Risks and how we will watch them
| Risk | Early warning | Response |
|---|---|---|
| Usage depends on one or two people | One person asking a large share of questions | Widen access and run team sessions |
| A source system changes and a connector stops loading | Records indexed flat for several weeks | Raise with the customer's administrator and fix with support |
| Customer service does not adopt | Few or no questions from that team | Hands-on session and a short list of agreed questions |
| Value is hard to state at renewal | No agreed examples by the second review | Capture examples as they happen, not at the end |
8. Cadence
- Monthly: a short usage check-in by email, with the numbers pasted in.
- Quarterly: a business review with the sponsor and both team leads.
- Any time: straight to me if something looks wrong. You should hear from me before you have to ask.
9. Contacts
| Name | Role |
|---|---|
| Amara Obi | Customer Success Manager, BG-Demo |
| Lewis Kerr | Account owner, BG-Demo |
Best, Amara