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