Grisedale Search & Selection / BG-Demo – Check In
Callcompleted
Grisedale Search & Selection · 21 Sep 2026 12:30
Daily use is up a little to just under eight against 40 licences, with no tickets this month. Stuart is sharp about cost and wants a money conversation before the contract ends on 30 Apr 2027.
What was said
What this says
As at Fri 9 Oct 2026Daily use is up a little to just under eight against 40 licences, with no tickets this month. Stuart is sharp about cost and wants a money conversation before the contract ends on 30 Apr 2027.
What happened: Marcus Bell ran a short check-in with Lauren Pilkington after the consultants' session. Average daily users are just under eight, up a little but still below the quarter before.
Customer view: Lauren says only a couple of consultants have properly picked it up. She says Stuart has been a bit sharp with her about cost.
Commercial: Stuart wants a proper conversation about money before renewal, and Marcus has passed that to Priya. The contract runs to 30 Apr 2027, so there is time to show usage moving.
Watch: no tickets this month, which Marcus reads as quiet because it is not being leaned on. The Growth-sized 40 licences leave plenty of unused room.
Themes
As at Fri 9 Oct 2026Theme
Low adoption, cost pressure
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- Lauren to get one consultant to speak at the Monday meeting.
- Marcus to send a one pager of usage by person and example questions every few weeks.
- Marcus to send an invite for another check-in towards the end of next month.
Risks
As at Fri 9 Oct 2026- Stuart is sharp about cost and wants a money conversation before renewal while daily use is still under eight.
- Only a couple of consultants have properly picked it up, and silence on support suggests it is not being leaned on.
Opportunities
As at Fri 9 Oct 2026- Consultant stories in the Monday meeting and a regular one pager could build the value case before renewal.
- Forty licences leave room to grow adoption across the remaining consultants.
Transcript
Lauren PilkingtonHi Marcus. Sorry, I'm eating a sandwich at my desk. Is that all right?
Marcus BellHello Lauren, that's fine, it's lunchtime. Can you see my screen coming up? I'm going to share it so I can show you what I've pulled.- Lauren PilkingtonYep, I can see it. Go on.
- Marcus BellSo this is a short one. I just wanted to see how things have gone since the session with the consultants. Did that happen the way we'd hoped?
- Lauren PilkingtonIt did, yeah. Quick one first though, one of the consultants asked me if she can ask it about a client she's only just picked up. Can the consultants see that if the account has only just come across from the CRM?
- Marcus BellYes, once the nightly refresh has picked it up, which is first thing the next morning. So if she adds it today she'll see it tomorrow.
- Lauren PilkingtonBrilliant. That'll save her a few hours of digging.
- Marcus BellOkay, so the numbers. The average number of people using it on a typical day is up a little. Just under eight now. That's still lower than it was the quarter before, so we're not back where we were, but it's moved the right way.
- Lauren PilkingtonJust under eight. Right. Better. Not where Stuart would want it, mind.
- Marcus BellNo, and I wouldn't tell him it was. Forty licences, so there's still a lot of room. But it's a start, and it's the first time it's gone up in a while.
- Lauren PilkingtonI think a couple of the consultants have properly picked it up since the session. The others, I don't know. They say they will.
- Marcus BellThat's normal, honestly. You tend to get two or three who take to it and then the rest follow if they see it's useful. Do you know which ones haven't?
- Lauren PilkingtonI've got a rough idea from the list you sent. I'm not going to chase them like it's school, though.
- Marcus BellNo, no. I'd go with something lighter. Maybe the people who are using it say in the Monday meeting what they found. A real example, a client complaint they spotted before the call. That sells it better than I can.
- Lauren PilkingtonOh, that's a good idea. I could get one of them to do two minutes on Monday. They'd quite like that, actually, a bit of credit.
- Marcus BellExactly. And on support, nothing at all this month. No tickets. Which is fine, nothing broken, but it's the same story as before. Quiet because it's not being leaned on.
- Lauren PilkingtonRight. So no news is not entirely good news.
- Marcus BellNot entirely, no. Not bad, just worth keeping an eye on.
- Lauren PilkingtonMarcus, can I ask, has Stuart said anything to you? About renewal, I mean. He's been a bit sharp with me about cost.
- Marcus BellNot since the review. He said he wants a proper conversation about money before renewal, which is fair, and I've passed that to Priya. The contract runs to 30 Apr 2027, so we've got time. I'd rather the usage is moving the right way when that conversation happens.
- Lauren PilkingtonThat's what I'm hoping. If I can show him a couple of stories, that'll do more than the numbers.
- Marcus BellAgreed. Let me do this. I'll pull together a one pager every few weeks, usage by person and a couple of the questions that were asked about your clients. Something you can give him in under a minute.
- Lauren PilkingtonHe'll love a one pager. He hates anything longer.
- Marcus BellI've noticed. So next steps. You get a consultant to talk on Monday. I'll send the one pager. And shall we book another quick check-in towards the end of next month?
- Lauren PilkingtonYes, please. Send an invite and I'll make sure it's in the diary.
- Marcus BellWill do. Thanks Lauren, enjoy the rest of your sandwich.
- Lauren PilkingtonHa, cheers. Ta, Marcus. Speak soon.
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