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.

 

Growth

Customers who actively use their licenses are more likely to grow and renew.

Help your customers identify ways to maximize their investment.

 

RECOMMENDED

 

Look for opportunities to expand

WEEK 16

 Listen to use cases from your customer and help them add more licenses or expand their current subscription.
 ADD & EXPAND EMAIL

 

Optimize value

WEEK 18

 Help customers maximize their investment by upgrading or adding complementary products to their portfolio, such as:
• Adding Adobe Stock to Creative Cloud
• Using Acrobat DC company-wide
• Moving from team licenses to enterprise licenses
• Upgrading from Single App to All Apps
 UPSELL EMAIL

EXTRA CREDIT

 

Ensure full deployment (as needed)

WEEK 16–19

 Keep checking your customer’s deployment status via the Reseller Console or CLM data until all seats are deployed.

 If new seats are added or new products are licensed, encourage your customer to deploy them right away.

 

Find out how things are going

WEEK 20

 Check in with your customer by phone to ensure they are satisfied with their purchase and find out if there are any opportunities to add more value to their workflows. 
 GROWTH CHECK-IN CALL SCRIPT

 Encourage them to use all the products and services included with their subscription and remind them about free tutorials and training.

Customer concern

Solution

“Why should I buy Creative Cloud for enterprise if I don’t need all the desktop, mobile, and services?"

Desktop tools are not enough to take you through a digital transformation.

Creative Cloud for enterprise unlocks content velocity. It saves teams hours and even days of work, optimizing how they collaborate through CC Libraries. A Pfeiffer Consulting study found that teams work up to 10 times faster with CC Libraries.

Creative teams can also:

  • Ensure design integrity with Style Guides
  • Eliminate tedious, time-consuming designer-developer web workflows with PS Extract
  • Reduce their demands on IT for mobile app development
  • Produce in-house websites, videos, and social content quickly

Send to your customers:
Pfeiffer Report on Creative Cloud Libraries

 

“Why should I buy Creative Cloud for enterprise if I already have Creative Cloud for teams?"

Creative Cloud for enterprise offers several advantages over Creative Cloud for teams:

  • With the additional enterprise identity types (Enterprise ID and Federated ID) that are available to Creative Cloud for enterprise customers, the organization owns the assets the creative user produces.
  • A dedicated encryption key further encrypts assets at rest.
  • Support for SSO means your organization can join over 80% of large companies that have adopted Federated ID to ensure the identification and authenticity of users accessing and using corporate software and assets.
  • The Creative Cloud for enterprise Admin Console is built to scale and manage large volumes of users, and syncs with Active Directory/LDAP—a big help to IT. The Creative Cloud for teams Admin Console does not.

Send to your customers:
Creative Cloud for business overview

 

“We have Microsoft Office so we don’t need Acrobat."

Acrobat is the essential complement to Microsoft applications. It integrates directly into Office, so teams can reliably create high-fidelity PDFs, restrict PDF copying and editing, or run a standardized Action for publishing a PDF. Acrobat also integrates into SharePoint and OneDrive, giving teams additional ways to access and manage PDF documents and collaborate with others. And Adobe Sign, included in Acrobat DC, gives teams the ability to send a document for signatures directly from Office.

Send to your customers:
Extending investments in Microsoft applications with Acrobat DC

 

“Acrobat is too expensive for our organization."

The value of Acrobat DC goes beyond PDF creation or a tool. Acrobat DC with Adobe Document Cloud services and premium mobile app features gives you services that extend the value beyond the desktop. Not only do you have the world's best PDF tools for your desktop, but you get additional features and services online and in the Acrobat Reader mobile app. Adobe Sign, an e-sign service, comes in every Acrobat DC subscription license, enabling teams to send, manage, and track signatures—moving business 5x faster. And with subscription, Acrobat DC keeps getting better with quarterly updates so you and your teams will have the latest features and security updates to deploy on your schedule.

 

 

“Not everyone in our organization needs Acrobat."

The ability to recycle content in PDF and convert paper to a usable, digital format is a universal user need. Edit a PDF or export it to Office because the original file no longer exists. Convert a paper document, received as a fax or in postal mail, to a fully searchable and editable PDF. Eliminate overnight mail with the ability to collect e-signatures or electronically track the delivery of a file.

 

 

“Acrobat DC for enterprise is more expensive than alternatives (like perpetual or Acrobat DC for teams)."

Acrobat DC for enterprise is the only complete PDF workflow solution, providing solutions for IT to work with both mobile and desktop software for their employees. The Admin Console provides the highest levels of control with enterprise or federated (SSO) ID, including advanced user management and increased control over company IP. Volume discounts start at 10 seats, and if you purchase Acrobat DC and Adobe Creative Cloud together in one VIP agreement, you can maximize savings by qualifying for even greater volume discounts. When you purchase Acrobat DC subscription licenses, you also get new features and updates as soon as they are released without having to pay more.