Renewal

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

Renewal

Help customers easily renew their subscription and possibly expand their investment in the coming year.

Action items

Engage renewals early

WEEK 40

Let your customer know their renewal is coming up soon and send a price quote. Act early to ensure renewals are included in fiscal planning.
RENEWAL EMAIL (FEWER THAN 10 SEATS)
RENEWAL EMAIL (MORE THAN 25 SEATS)
RENEWAL EMAIL (GENERAL)

WEEK 42

Monitor renewal status via the Reseller Console and follow up to ensure your customer renews before their anniversary date.
RENEWAL FOLLOW-UP EMAIL

Follow up (as needed)

WEEK 48

Continue to monitor renewal status and reach out again before the renewal window closes.
LAST ATTEMPT RENEWAL EMAIL

AFTER EXPIRATION

Reach out one last time to understand why your customer canceled and lay the groundwork to win them back.
WIN BACK EMAIL

EXTRA CREDIT

Connect by phone

WEEK 40

Start the renewal conversation with your customer early to help them plan ahead. Target 100% renewal.
RENEWAL CALL SCRIPT

WEEK 44–48

Reach out by phone to resolve customer concerns and help them maintain their current workflows by renewing before their anniversary date.
RENEWAL FOLLOW-UP CALL SCRIPT

AFTER EXPIRATION

Initiate one last conversation with your customer about why they didn’t renew and find out if there’s anything you can do to win them back.
WIN BACK CALL SCRIPT

Objections

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

“Creative Cloud for enterprise is too expensive."

With Creative Cloud, users will immediately benefit from productivity and performance improvements. You will continue to get all the new features and updates as soon as they’re released, without having to pay more. Plus annual payments help lower up-front costs and make budgeting more predictable. Volume discounts start at 10 seats, and if you purchase Acrobat DC and Creative Cloud together in one VIP agreement, you can maximize savings by qualifying for even greater volume discounts.

“I already have Creative Cloud for teams. The user ID migration to Creative Cloud for enterprise is going to be too complicated."

It is Adobe’s priority to make the migration experience as seamless and hassle-free as possible. Adobe has enabled a one-click migration process for users on Creative Cloud for teams. In addition, self-serve help content is available online to guide you through every step.

For more dedicated attention, you can call Enterprise Support (available 24x7 in English), and a live technical specialist will assist you.

Assets