How Subject Matter Experts Can Supercharge Customer Learning

Creating customer training that is relevant, concise, and truly enhances workflows is the ultimate goal. 

But how do you make training that’s not just “good enough,” but memorable and impactful?

Tapping into your subject matter experts (SMEs) is where the magic happens.

Why SMEs Are Your Training Game-Changers

SMEs have years of hands-on experience in their industry; they know the secret sauce, the shortcuts, and the common pitfalls to avoid.

Learners trust content that speaks to their real pain points and helps them improve workflows.

By bringing deep insight into the customer and domain, SMEs can ensure that each content is up-to-date and reflects real-world best practices.

Turning Expertise into Impactful Learning

1.Start with a Partnership, Not a Checklist
Build a genuine relationship. Explain how their expertise will shape the training and why their voice matters. Set clear expectations for their contributions to keep everyone aligned.

2.Align on Business Goals
Focus your training on the topics that matter most: onboarding, ongoing education, and hands-on practice. Ask SMEs about the skills or knowledge that will move the needle for your customers, and build your content around those priorities.

3.Keep It Learner-Centered
Your SME is the expert, but your learner isn’t! Work together to simplify language, break down jargon, and start from the basics. Ask your SME targeted questions—think of these as the sprinkles on your training cake!

4.Use Flexible Formats
SMEs are busy! Make it easy for them to contribute: record sessions, focus on one topic at a time, or let them share insights in short bursts. Do your own research so you can ask informed questions and maximize your time.

5.Make Collaboration Easy
Use shared docs, project boards, or authoring tools so SMEs can add content, review drafts, and leave feedback on their own schedule.

Turning Regulations into Results

I worked with a client in the regulatory space who needed to onboard customers quickly, but the content was dense, and the stakes were high. 

I started by digging into FDA guidance and industry standards, and teamed up with their SME.

Together, we uncovered subtle but crucial regulatory and quality nuances. The SME helped ensure we addressed real customer questions and compliance challenges. 

The result?

 A smooth onboarding experience that not only taught users the product but also gave them confidence navigating the regulatory landscape, leading to faster adoption and fewer support calls.

The Bottom Line

When you partner with your experts, focus on what matters, and make collaboration easy, you’ll create training that sticks—and customers who succeed.

Until next time,

Manasi

Unsure how to leverage your SMEs or want to enhance your training?
Email me at [email protected]—I’d love to help you create training that truly delivers results!