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Driving sales with a customer-centric experience: Adobe's digital direct business

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If your digital business isn’t customer-centric, you’re leaving money on the table.
Nowhere is the need to deliver a compelling customer experience more critical than in digital business. To meet revenue goals, companies must be able to quickly and continuously engage customers, present them with relevant offers, and provide an easy purchasing process. After evaluating the results of traditional and digital-based sales activities in 2010, Adobe realized that driving revenue growth would require changing the way it conducted business online.

To read more about this client spotlight, visit http://www.deloitte.com/view/en_US/us/Services/consulting/adobe/index.htm

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Driving sales with a customer-centric experience: Adobe's digital direct business

  1. 1. Driving Sales with a Customer-Centric Experience Adobe’s digital direct business INSIGHT Less than 1/3 of the millions of weekly website visitors converted to sales. VISION Create an easier, more engaging buying experience for customers. ENHANCED OPERATIONAL EFFICIENCY through an integrated marketing and e-commerce platform GREATER CUSTOMER ENGAGEMENT through personalization and one-click, any device sales INCREASED PROFITABILITY by increasing the online cart additions across Adobe products 16% Vision accomplished. A flexible, engaging, and profitable e-commerce platform. For more information, send an email to clientspotlight@deloitte.com View the Client Spotlight Story: www.deloitte.com/adobe INSIGHT Siloed marketing and e-commerce systems complicated selling efforts. VISION Align and simplify marketing and sales e-commerce functions. INSIGHT Direct digital sales offered greater profit potential than traditional reselling. VISION Increase revenue through a customer-centric e-commerce platform. Increase in checkout-to-order conversions 40% Decrease in global webpage count, leading to simplified website maintenance 48% Increase in lead conversions 100% A fully intuitive drag-and-drop authoring environment
  2. 2. Adobe and the Adobe logo are either registered trademarks or trademarks of Adobe Systems Incorporated in the United States and/or other countries. About Deloitte Digital As used in this document, “Deloitte Digital” means Deloitte Consulting LLP and its subsidiaries, which provide business consulting and advisory services as well as technology design and implementation services; and Deloitte Tax LLP, which provides Audit and Tax advisory capabilities. These entities are separate subsidiaries of Deloitte LLP. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries. Certain services may not be available to attest clients under the rules and regulations of public accounting. This publication contains general information only and is based on the experiences and research of Deloitte practitioners. Deloitte is not, by means of this publication, rendering business, financial, investment, or other professional advice or services. This publication is not a substitute for such professional advice or services, nor should it be used as a basis for any decision or action that may affect your business. Before making any decision or taking any action that may affect your business, you should consult a qualified professional advisor. Deloitte, its affiliates, and related entities shall not be responsible for any loss sustained by any person who relies on this publication. Copyright © 2014 Deloitte Digital LLC. All rights reserved. Member of Deloitte Touche Tohmatsu Limited.