Scheduling your next QBR
Email thread Marlcliff Security Services · cs
Sharon Tilley is uneasy about two recent support tickets and wants them dealt with first at the next quarterly review. One left an account manager without a client's incident history for a morning. She is wary of Nigel's view of value.
What was said
What this says
As at Fri 9 Oct 2026Sharon Tilley is uneasy about two recent support tickets and wants them dealt with first at the next quarterly review. One left an account manager without a client's incident history for a morning. She is wary of Nigel's view of value.
Ask: Sharon wants the two tickets at the start of the review, not the end. She will speak to Nigel herself, since he will want to know what he is paying for.
Customer view: She says the account managers cannot lose faith in B-Viz. Her tone is uneasy but still engaged.
Next: Daniel will lead with the tickets on Thursday afternoon at 14:00, bring usage by team, and hold Nigel's invite until Sharon has spoken to him.
The thread
Updated 9 Oct 26Messages
Daniel Okafor 27 Jul 2026 14:20Hi Sharon, I hope the week has started gently. I'd like to get the next quarterly business review in the diary, and I wanted to ask you first how you'd like to shape it before I send anything wider. Last time we spent most of the hour on the control room and the account managers, and I think that was right. This time I'd like to leave proper room for the two support tickets that came in recently, just to close the loop on them, and then look at how the team is finding it day to day across your 40 licensed seats. Would later in the week suit, perhaps a Thursday or Friday afternoon? I'm happy to work around the control room handover. And please tell me who you'd like in the room. I'd suggest Jade, since she looks after the admin side now, and Nigel if you think he'd want to hear the usage picture first-hand. I'll come back to you by the end of tomorrow with a firm invite once I know what works. Best wishes, Daniel
Sharon Tilley 27 Jul 2026 16:15Daniel, Thanks for this. Thursday afternoon is better, Friday is usually chaos. To be straight with you, I'm a bit uneasy about those two tickets. One of them left an account manager without a client's incident history for a morning, and I had to explain it. What did the client hear from us? Nothing good. I'd like it dealt with properly in the review, not tucked at the end. Bring Jade, yes. Nigel I'll sort myself, he'll want to know what he's paying for, and I'd rather I ask him than you. We can't have the account managers losing faith in it. Let's get the account manager side on it too if we can. Thanks, Sharon On 27 Jul 2026, at 14:20, Daniel Okafor wrote: > I'd like to leave proper room for the two support tickets that came in > recently, just to close the loop on them- Daniel Okafor 28 Jul 2026 14:53Hi Sharon, Thank you, that's very clear, and I'm sorry the morning was awkward for your account manager. You're right that it should lead the agenda rather than close it. I'll send the invite for Thursday afternoon, starting at 14:00, and put the two tickets first, with what happened, what we changed and what we're watching. I'll also bring the usage view broken down by team so you can see which account managers are getting value and which are not yet. I've kept Nigel's invite off until you've spoken to him, as you asked. Jade is on it. If anything else comes up with a client before Thursday, ring me rather than waiting for the review. Best wishes, Daniel