The Daily Standup Level of expertise | Kimberly Ayala
6 snips
Jun 4, 2025 Explore the great debate on product knowledge and its impact on customer success. Discover how understanding the deeper 'why' behind customer interactions can transform service quality. Learn about the essential layers of product expertise needed for effective engagement, and why there's no one-size-fits-all answer to meeting customer demands. Finally, delve into the complexities organizations face in balancing specialized knowledge with relationship-building to enhance overall customer satisfaction.
AI Snips
Chapters
Books
Transcript
Episode notes
Layers of Product Knowledge
- Product knowledge has many layers ranging from understanding what the product does to personalized demos tailored to customer use cases. - Deciding the appropriate level for Customer Success Managers (CSMs) depends on company structure and available support resources.
CSM Uses Curiosity, Peers to Help
- JP Frost shares how peer experts and curiosity help him answer customer questions more effectively without deep product knowledge. - He emphasizes finding the real question behind queries to save customer time and leverage other teams.
Success Without Deep Product Use
- Dillon Young recounts working in roles with minimal direct product use while still effectively understanding its value proposition. - This approach worked because he engaged with high-level customers who didn't use the software directly.
