Question

What are the implications of Adobe's decision to merge their personal and enterprise product support departments?

The implications of Adobe's decision to merge their personal and enterprise product support departments are significant. Firstly, it led to the creation of a unified customer support department, which is solely responsible for making decisions about customers and customer service. This eliminates any potential confusion or conflict that might arise from having two separate departments. Secondly, Adobe formed a new department responsible for ensuring positive experiences for both employees and customers. This department combines the HR staff who support employees with the staff who support customers under one senior vice president. This move is aimed at leveraging Adobe's reputation for creating great internal experiences to provide similar value to customers. Lastly, Adobe reduced their work locations by 15%, which, along with their new subscription-based model and other changes, promotes a more collaborative and efficient work environment.

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First, they created one customer support department from the previously two separate departments that had supported "personal" products and "enterprise" products. In doing so, there was only one organization responsible for making decisions about customers and customer service, rather than two. Next, they formed a brand new department that was responsible for "ensuring everyone – employees and customers – has a positive experience with Adobe." This department brought together the HR staff who supported employees with the staff who supported customers under one senior vice president. Since Adobe was already known for creating great experiences for their employees internally, they wanted to build on that strength to bring the same value to customers. The final major operational change Adobe made to shift towards a more customer-service oriented culture was to reduce their work locations by 15%. With their new subscription-based model and other changes, leadership found that working toget...

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