Working with Product - SME Program

We want to make sure that Gainsters with a variety of perspectives offer feedback on the product. For example, while a CSM might lend an interesting perspective on the usability of Gainsight for end users, a Solutions Architect might have a perspective specific to the configurability of Gainsight for an admin.

Our Subject Matter Expert (SME) program connects our Product sub-teams, each of which focuses on a different part of the product, with people across different roles in our Customer Success organization. Each SME team meets once every two months, with the following agenda:

• Product Feature Update (20 minutes): Overview of trending usage stats, recently released enhancements/functionality and bug fixes
• SME Examples (20 minutes): Review of challenges faced by customers related to a feature, and proposed solutions
• Feedback on Roadmap: Review the upcoming roadmap and reprioritize, add or remove proposed features based on SME feedback

For more information, check out my blog post on Working with Product.

[i]How do you provide feedback from Customer Success to your Product team?