Case Study: INES CRM achieves a 20% churn reduction with 360Learning's Collaborative Learning Playbook

Decrease churn by 20% with the Collaborative Learning playbook

INES CRM, a fast-growing cloud SaaS CRM serving 2,500+ clients across 10+ countries, faced rising churn and outdated in-person training. General Manager Frédéric Naudin set clear targets: reduce churn by 20%, increase training revenue by 10%, and cut client training costs by 30% by reinventing onboarding and continuous learning to be digital, collaborative and scalable.

INES implemented 360Learning’s Collaborative Learning playbook—decentralizing content creation, enabling expert–learner collaboration via forums, groups and news feeds, and using real-time data to iterate content. The initiative delivered the expected business impact: a 20% churn reduction, +10% training revenue, ~30% lower training costs, 2,500 clients trained with 2–3 FTE, and about 1,000 support hours saved, with plans to expand the program internationally and add sales enablement.

Ines|CRM

Frederic Naudin

General Manager