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Global Subject Matter Expert Program
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Year 1
Issues
Solutions
• Hard to find a definitive answer to strategic & technical product questions
• Lack of centralized documentation for client-facing teams
• Global teams were not fully aligned when new products and features rolled out
• Identified 175+ SMEs from Sales, Pre-Sales, Professional Services, Client Delivery, Client Care,
Client Success, and Product teams
• Established SME Communication Channels (HipChat, Email Distros, Watson, Office Hours)
• Created Global Monthly SME meetings for 12 Bazaarvoice Products
Results
• 250+ questions answered through SME communication channels and added to documentation
• 50+ SME meetings over 6 month period have helped product teams smoothly rollout new features
• SMEs are actively communicating product and process updates to their teams