Customer Lifecycle Management
Enrolling your customers in the Adobe Value Incentive Plan (VIP) is only the start. The success of a subscription software model requires a deeper level of relationship management than the old way of doing business. By nurturing a strong ongoing relationship and helping customers get the most value from their software throughout their subscription term, you will help them achieve their goals and maximize their investment. And as a result, you can increase renewal rates and expand your overall sales.
Customer Lifecycle Management (CLM) helps you engage with your customers throughout their membership journey.
Active use
Encourage customers to actively set up and use all the Adobe software seats they purchased.
Customers that start using products and services in the first 60 days of membership are more likely to renew than those that don’t.
RECOMMENDED
Encourage active use
WEEK 4
Encourage your customers to get the most out of their subscription by using all the included products and services.
ACTIVE USE EMAIL
Remind them about Expert Services and suggest they set up a free session.
EXPERT SERVICES FLYER
EXTRA CREDIT
Offer resources and assistance
WEEK 5–6
Tell your customers about all the resources that can help users be productive right away, including training videos, tutorials, Adobe blogs, and forums.
ACTIVE USE CALL SCRIPT
Provide a summary of features, benefits, and services included with their subscription to encourage active use.
SUMMARY OF VIP BENEFITS
Find out if they have run into any issues and help them escalate if necessary.
ESCALATION HOW-TO
CUSTOMER CARE PLAYBOOK FOR SMB FIELD (employee access only)
CUSTOMER CARE PLAYBOOK FOR ENTERPRISE FIELD (employee access only)
Continue to monitor deployment (as needed)
WEEK 5–10
Keep checking your customer’s deployment status via the Reseller Console or CLM data until all seats are deployed.
Send an email to check in on deployment issues and help them make the most of their subscription.
NON-DEPLOYMENT FOLLOW-UP EMAIL
Follow-up on partial deployment and encourage them to assign all their seats.
PARTIAL DEPLOYMENT EMAIL
Customer concern
Solution
“We won’t use all the tools in Creative Cloud."
Adobe doesn’t believe every user will use every tool in Creative Cloud every day. Creative Cloud simplifies the process of picking and choosing by making everything available. It also enables users to gain new skillsets or branch out into new media without additional software costs.
“We can't share files effectively."
Creative Cloud was built from the ground up to enable creative teams to share work. You can set up private folders, maintain file versions, choose the people you want to work with, and capture all activity related to the teams’ projects in one place. You can also share files with colleagues both inside and outside your organization.
Creative Cloud also comes with 100GB of cloud-based storage that can be used to view, edit, store, and share a larger set of files across the team as well as device-syncing capabilities to share projects anywhere, anytime.
“We need accessible support."
Creative Cloud and Acrobat DC both offer advanced support for IT as well as Expert Services for users. With Creative Cloud for teams, admins get 24x7 support via a dedicated phone line, email, chat, and forums. And users get two Expert Services sessions per year with the All Apps plan. With Creative Cloud for enterprise, admins get enterprise-level support, including a personal orientation call and deployment assistance, 24x7 support, and priority technical support. And users get unlimited Expert Services sessions.
With Acrobat DC for teams, admins get 24x5 advanced technical support and users get two expert support sessions per year. With Acrobat DC for enterprise, admins get 24x7 enterprise support, and users get unlimited expert support.
CUSTOMER RESOURCES
Tutorials
Creative Cloud for education: K–12 teacher resources
Creative Cloud for education: HED resources
User guides
Learn more
PARTNER RESOURCES
Emails
Call scripts