Deployment

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.

Deployment

Active use

Growth

Renewal

1 2

4 5

6 7

Deployment

Encourage customers to deploy all the Adobe software seats they purchased right away.

Helping your customers with onboarding in the first few weeks is key to long-term loyalty.

Action items

Welcome and get started

WEEK 1

Send a welcome email with all the essential resources to your customer to assure they have everything they need to get started.
WELCOME EMAIL

Tell them about Expert Services and how to schedule a session.
EXPERT SERVICES FLYER

Follow up on deployment (as needed)

WEEK 2–3

Monitor your customer's deployment status via the Reseller Console, and follow up with an email if they haven't reached 100% deployment.
FOLLOW-UP EMAIL

EXTRA CREDIT

Check-in

WEEK 1–2

Call your customer to offer assistance with user setup and deployment and to answer any questions they may have.
WELCOME CALL SCRIPT

Help them escalate technical issues.
ESCALATION HOW-TO
CUSTOMER CARE PLAYBOOK FOR SMB FIELD (employee access only)
CUSTOMER CARE PLAYBOOK FOR ENTERPRISE FIELD (employee access only)

Ensure they know how to use the Admin Console.
ADMIN CONSOLE ONBOARDING VIDEO
VIP PROGRAM GUIDE

Continuously monitor deployment

WEEK 2–3

Call to check in on deployment and make sure any issues are being resolved.
FOLLOW-UP CALL SCRIPT

Encourage customers to proactively deploy so they have more time to enjoy the benefits and realize value.

Objections

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 need to have control of features and updates."

With our Creative Cloud for business offerings, updates and releases can be entirely controlled by IT. It’s up to IT to set up a distributed self-service model or a centralized, controlled model. IT controls when and which updates are distributed and can test a software release before deploying it.

Assets