Why Customer Training Must Go Beyond Product Features

Launching a new product is exciting.

During onboarding, it’s easy to spotlight powerful features, buttons, and integrations that can transform your customers’ workflows.

But if your customers are entering a new industry, will a feature walkthrough alone help them realize the true value of your product?

True product adoption comes not just from understanding how, but why each feature matters to their business context.

A few years ago, I worked for a company offering a robust eQMS platform for startups. The product was packed with powerful modules from document control to supplier management and audits. 

But as I started developing their training, I quickly realized that many customers weren’t familiar with FDA regulations or the importance of a Quality Management System. The puzzle pieces were there, but the big picture “why” was missing.

Building Training That Actually Sticks

Here’s what I did, and what you can implement for your own product:

• Integrated domain knowledge throughout
  For every feature, I tied it back to FDA requirements, explaining why it mattered for compliance and audit readiness.
  

• Developed “101” baseline courses
  I created introductory FDA and QMS modules for newcomers which gave them the foundation to succeed, while experienced users jumped right to advanced product training.
  

• Partnered with subject matter experts
  I interviewed regulatory and quality experts so the training tackled real pain points, and best practices.
  

• Turned domain training into a growth lever
  The “101” courses were offered free to prospect customers, building trust and giving the sales team and customer success teams a powerful asset to showcase our expertise.

Opportunity for Complex Industries

If your product operates in a complex space (AI, cybersecurity, healthcare, fintech), ask yourself:
Are your customers equipped with the domain knowledge to truly succeed with your product?

Invest in both product training and domain education.

When customers understand why features matter and can connect them to real solutions, you don't just build usage, you build loyalty, advocacy, and growth.

Curious how to level up your training, so it drives adoption and real business results?

Book a free 20-minute call! We’ll chat through your challenges, and develop a quick gameplan. 

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Until next time,

Manasi