Grisedale Search & Selection / BG-Demo – QBR
Callcompleted
Grisedale Search & Selection · 3 Mar 2025 13:45
QBR on 3 Mar 2025. Use is up but only three or four people a day on 15 seats, and Lauren is the main asker. Support was quiet and the four connectors load. Stuart wants a chat before signing the renewal.
What was said
What this says
As at Fri 9 Oct 2026QBR on 3 Mar 2025. Use is up but only three or four people a day on 15 seats, and Lauren is the main asker. Support was quiet and the four connectors load. Stuart wants a chat before signing the renewal.
What happened: Marcus Bell walked through usage, one how-to ticket and what is next. Use is up on last quarter, with three or four people a day asking questions.
Customer view: Stuart Haworth asked what the other seats are doing and what is in it for the consultants. Lauren Pilkington said she would keep it and wants more of the team on it.
Watch: Lauren is the main asker, with two consultants, and said that if she is off nobody asks. Marcus proposed a short lunch session for the consultants.
Commercial: The Starter contract runs to 30 Apr 2025 and renews on 1 May 2025, and Stuart said he never signs without a chat. The four connectors are the Starter limit, but Lauren does not want another yet.
Themes
As at Fri 9 Oct 2026Theme
QBR: adoption and renewal
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- Marcus Bell to send the usage summary, a list of questions to try and dates for the consultant lunch session.
- Priya Raman to send the renewal paperwork next week and book a call with Stuart Haworth.
- Lauren Pilkington to ask the consultants what they want to see this week.
Risks
As at Fri 9 Oct 2026- Only three or four people a day use the brain on 15 seats, and Stuart asked what the rest are doing.
- Lauren is the main person asking questions, so use depends on one person.
- Stuart wants a proper call before signing the renewal and says cash is tight.
Opportunities
As at Fri 9 Oct 2026- A short consultant session on asking about clients could widen use before the renewal.
- The four connectors are the Starter limit, so an add-on is available if Grisedale needs another source.
Transcript
Marcus BellHello, can you hear me alright? I'm just waiting on a couple of others, so bear with me.
Lauren PilkingtonHi Marcus, yep, loud and clear. Quick one before we start, one of the consultants asked if she can see a client's complaints on the same page as their open roles. I said I'd check with you.- Marcus BellYeah, good one, and the short answer is yes, I'll show you in a bit. I've got it on my list.
Stuart HaworthAfternoon, afternoon. Sorry, sorry, ran over. Did you see the game on Saturday? Painful. Absolutely painful.- Marcus BellI tried not to, to be honest. Spent the weekend telling myself it didn't matter.
- Stuart HaworthIt matters. Anyway. Give me the headline, what are we covering?
- Marcus BellRight, so I'll share my screen and walk you through the last quarter. I've pulled the numbers, so it's usage first, then the one ticket you had, then anything you want to ask about what's next. Can you see that okay?
- Lauren PilkingtonYep, I can see it. Bit small, but I know that page.
- Marcus BellI'll zoom in. So, the main thing, people are using it more than last quarter. Not a huge jump in absolute terms, because you're a small team on the brain, but it's up, and it's steady rather than a one-week spike. On a typical day it's three or four people in there asking questions.
- Stuart HaworthThree or four. We've got 15 seats, haven't we? What's the rest doing?
- Lauren PilkingtonHa. Fair question. So, the ones who use it love it. The others, it's habit, they go to their inbox first and then remember.
- Stuart HaworthHabit. Right. What's in it for the consultants, then, if they're not using it? Be straight with me.
- Marcus BellThat's fair. What I see from the people who do use it is they ask about a client before they ring them. Open roles, the last few emails, whether there's a complaint sitting in the helpdesk. That's the bit that saves the embarrassing call where you don't know they were unhappy.
- Lauren PilkingtonThat's the one that saves us hours, honestly. Before, someone would find out a client had complained about a candidate only when the client said it on the phone.
Priya RamanHi all, sorry, I'm late, last call overran. Don't let me derail you, Marcus, I'll just listen in and pick up the renewal point at the end.- Stuart HaworthPriya! There she is. Renewal, is it. Here we go.
- Priya RamanOnly a quick one, Stuart, promise. Over to you, Marcus.
- Marcus BellThanks. So Lauren, to your consultant's question, let me show you. This is a client page, and this section here pulls in the roles, and just under it you've got the tickets and complaints linked to that client. If I type into the chat, which client has raised something in the last month, it gives you the list.
- Lauren PilkingtonOh, that's nice. Can the consultants see that without me setting anything up?
- Marcus BellEveryone on a seat can, yeah. It's the same page for all of them. It's more about them knowing it's there.
- Lauren PilkingtonRight, that's the problem then. They don't know it's there. I don't think I've ever shown the whole team the chat part, only the pages.
- Marcus BellWhich is really common, to be fair. What I'd suggest, and shall we book 30 minutes, sorry, I mean half an hour, no, let me not say numbers, a short session with the consultants. Over lunch, if you like. I'd show them three questions they can ask on a Monday morning and that's it.
- Stuart HaworthLunch, I like lunch. Will they actually come?
- Lauren PilkingtonIf there's sandwiches, yes. And if it's short. And if you tell them it stops them chasing me for the same thing.
- Marcus BellHappy to jump on a call with them, it's no bother. I'll keep it practical, their own clients, not slides.
- Stuart HaworthDo it. What about the ticket? You said one ticket.
- Marcus BellYeah, just the one in the last month, a how-to question from Lauren's side, and it was answered the same day. Nothing urgent, nothing hanging open. Honestly it's a quiet month on the support side, which is what you want.
- Lauren PilkingtonThat was me asking how to filter by sector. Sorted. Ta.
- Stuart HaworthGood. I don't want tickets, I want the thing working. Is it working?
- Marcus BellIt's working. The sources you've connected are all loading, the nightly refresh has been landing on time, and I've not seen anything go stale. You're on four connectors, which is the limit for Starter, so if you ever wanted to add another source we'd talk about options.
- Stuart HaworthWhat's that cost? Adding a source?
- Marcus BellThat's one for Priya, I don't want to guess at it. But it's an add-on, it's not a different plan.
- Priya RamanHappy to make that easy, Stuart. If it comes up, I'll put a proper number to you. At the moment there's no need, so I wouldn't worry.
- Lauren PilkingtonWe don't need another one yet. Honestly I'd rather get the team using the four we've got.
- Stuart HaworthThat's the right answer. Cash is tight enough as it is.
- Marcus BellOne more thing from the numbers, who's asking the questions. It's mostly Lauren and two of the consultants. That's fine for now, but it'd be good to widen it, so it's not just the three of you. That's really what the lunch session is for.
- Lauren PilkingtonYeah, I know, I'm the main one. If I'm off, nobody asks. That's not good, is it.
- Marcus BellIt's not a problem, it's just something to improve. I'll send you a short list of questions to try, and you can pick the ones that suit your roles.
- Stuart HaworthRight, I'm happy with that. Priya, go on, do your renewal bit.
- Priya RamanThanks Stuart. So, quick recap, you're on Starter at £19,500 a year, the contract runs to 30 Apr 2025 and renews on 1 May 2025. To keep momentum, I'd like to get the paperwork over to you next week so it isn't a rush at the end.
- Stuart HaworthWhat's that cost this time? Same?
- Priya RamanSame tier, and I'll confirm the figure in writing when I send it. I don't expect a surprise.
- Stuart HaworthGood. And we'll have the usual chat about it, won't we? I never sign without a chat.
- Priya RamanOf course, we'll set a proper call for it. I'd rather do that than argue it by email.
- Stuart HaworthGood. Lauren, you happy with it? Is it worth keeping?
- Lauren PilkingtonYeah, I'd keep it. It'd be a pain to go back to hunting through inboxes. I just want more of the team on it.
- Stuart HaworthThen get them on it. That's your job and Marcus's. Right, I've got a client at three, I need to run.
- Marcus BellNo problem. So, next steps. I'll send the usage summary and a few questions to try, and a couple of dates for the lunch session. Lauren, you gather what the consultants want to see.
- Lauren PilkingtonWill do. I'll ask them this week. Ta, Marcus.
- Priya RamanAnd I'll send the renewal paperwork next week and book that call with Stuart. Thanks, everyone.
- Stuart HaworthCheers all. Speak soon.
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