Case study deck · 8 slides
Subscription
Illustrative scenarioA mid-market subscription app
Illustrative scenario based on our methodology, not a specific client engagement. Figures are representative targets, not claimed results.
The challenge
The team already had a churn model. It produced a tidy risk score every week and put it on a dashboard. Retention did not move.
The reason was familiar: a score nobody acts on changes nothing. There was no owned save-play, no trigger, and no accountability for the outcome. The model was the easy 20%. The intervention was the missing 80%.
The approach
We scored the use case on the Durable AI Index. Impact was high and feasibility was fine, but Stickiness was low, because there was no workflow for the score to live in and no one owned the response.
So we did not touch the model first. We designed the save-play: what happens the moment a user crosses the risk threshold, who owns it, and how we would know it worked.
What we built
Results
Illustrative scenarioFrom an unused score to a workflow the team runs
Illustrative target: at-risk accounts saved
Clear accountability for the retention metric
Retention gains flow across the whole LTV base
Representative of the outcome this approach targets for a subscription business. Not an actual client result.
How it stuck
The save-play became part of the success team's daily cadence, not an initiative. Because the workflow was redesigned around the score and someone owned the number, usage survived past launch instead of decaying in month six.
“The model was never the hard part. Getting the save-play to run every day, owned by a real person, is the work.”
Ankur Garg, 10dem
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