The InMate® methodology developed by Forethought provides a comprehensive approach to understanding and successfully managing customer defection. The methodology uses a suite of research and analysis techniques (often augmented with our client's secondary data) to identify and prioritise the drivers of defection. It is designed to detect those customers who are at risk of defecting and therefore provide an opportunity to avert this. At its most fundamental level, InMate® presents a two-pronged attack on understanding defection. This approach uses both professed and inferred reasoning in drawing conclusions to provide convergent validity.

InMate® is able to identify those customers who are staging or planning their departure giving an accurate representation of the true size of the problem. From this, the cost of defection can be extrapolated allowing our clients to accurately estimate the cost of lost customers in forgone revenue. Also, the benefit associated with addressing each individual driver of defection can be calculated, enabling managers to complete a business case for undertaking such effort.