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From a business perspective, I would say Adobe is squarely in the SaaS business. Creative Cloud is mostly light touch product with an few large companies and a

From a business perspective, I would say Adobe is squarely in the SaaS business. Creative Cloud is mostly light touch product with an few large companies and agencies requiring high touch.

biztos 9y ago
Interestingly, I often feel like Adobe wants it to be higher-touch. I've had the $10/mo Photoshop+Lightroom bundle forever. I almost never use them, and when I do it's definitely not for pro-level stuff, but I find it worth the price to have these tools available when I need them. Adobe, on the other hand, really really wants me to get into Behance, watch this or that instructional video, take a survey, read their blog, etc. But if I got that engaged with their ecosystem, I'd surely end up with support tickets and so on, but I doubt I'd give them any more money. I get that it's worth it to them on average, it just feels weird sometimes as I'm a dream customer at $10/mo.
- samsolomon 9y ago
  I think you may have it backwards. In SaaS high-touch refers to the actions the company takes on an account, not your engagement with the product. Self-serve items are generally considered low-touch. Knowledge Bases, Documentation, Instructional Videos—these are all things that are created so the company doesn't have to spend time with you. Support is considered a fall-back when none of those options work. High-touch means a Customer Success Manager is assigned to your account. Generally the CSM will try and setup monthly or quarterly check-ins to: —Troubleshoot any problems —Spot and address churn risks before they arise —Inform the customer about product changes —Handle renewals (Although this is sometimes a sales function) If you're paying $10/mo and not sending Adobe any support tickets, it sounds like you're the perfect low-touch customer.
  - biztos 9y ago
    Ah, interesting, thanks for clarifying about the CSM. Right, I'm the perfect low-touch customer right now, and I get that the self-serve things are also low-touch. So I guess burning a few hours of customer support time would not move me into the high-touch zone. Got it.

From a business perspective, I would say Adobe is squarely in the SaaS business. Creative Cloud is mostly light touch product with an few large companies and agencies requiring high touch.

biztos 9y ago

Interestingly, I often feel like Adobe wants it to be higher-touch. I've had the $10/mo Photoshop+Lightroom bundle forever. I almost never use them, and when I do it's definitely not for pro-level stuff, but I find it worth the price to have these tools available when I need them. Adobe, on the other hand, really really wants me to get into Behance, watch this or that instructional video, take a survey, read their blog, etc. But if I got that engaged with their ecosystem, I'd surely end up with support tickets and so on, but I doubt I'd give them any more money. I get that it's worth it to them on average, it just feels weird sometimes as I'm a dream customer at $10/mo.

samsolomon 9y ago
I think you may have it backwards. In SaaS high-touch refers to the actions the company takes on an account, not your engagement with the product. Self-serve items are generally considered low-touch. Knowledge Bases, Documentation, Instructional Videos—these are all things that are created so the company doesn't have to spend time with you. Support is considered a fall-back when none of those options work. High-touch means a Customer Success Manager is assigned to your account. Generally the CSM will try and setup monthly or quarterly check-ins to: —Troubleshoot any problems —Spot and address churn risks before they arise —Inform the customer about product changes —Handle renewals (Although this is sometimes a sales function) If you're paying $10/mo and not sending Adobe any support tickets, it sounds like you're the perfect low-touch customer.
- biztos 9y ago
  Ah, interesting, thanks for clarifying about the CSM. Right, I'm the perfect low-touch customer right now, and I get that the self-serve things are also low-touch. So I guess burning a few hours of customer support time would not move me into the high-touch zone. Got it.