Move Beyond One-Dimensional Scoring
WalkMe wanted to understand which WalkMe implementation factors delight users and which ones cause churn. While experienced analysts were tasked with the job, there was a long time gap between building a model, generating insights, and sharing insights with CSMs. Instead of developing an in-house churn prevention model, WalkMe turned to Forwrd’s predictive scoring capability to uncover which implementation factors contribute to retention and which ones led to churn. Within 48 hours, Forwrd was able to help the BI team to monitor customers’ health and surface to CSMs the features they should implement to improve retention, as well as the ones they should avoid altogether.