Case Study: IBM achieves 6X higher retention and 300% product adoption growth with WalkMe

IBM boosts conversion rate and retention rate with digital adoption strategy and WalkMe

IBM, a leading cloud platform and cognitive solutions company, faced high user abandonment across its complex B2B products due to poor or nonexistent onboarding and in-product support. The lack of an effective digital adoption strategy was limiting user engagement, trial-to-subscription conversion and overall subscription revenue.

IBM deployed the WalkMe Digital Adoption Platform—using in-app guidance, Smart Walk-Thrus and an integration with Segment—to streamline onboarding, centralize support and gain unified product analytics. The initiative delivered immediate gains: 6× higher retention, 4× better conversion rates, a 300% improvement in product usage and milestone achievement, and 80% growth in digital offering revenue, while reducing support tickets and accelerating product updates.

IBM

Nilanjan Adhya

Chief Digital Officer