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.
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.
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.
Creative Cloud is mostly light touch product with an few large companies and agencies requiring high touch.