"I asked her, 'How many doctor's offices have you worked with?' She said 'Over 800.' I asked, 'How many systems like yours has a typical doctor implemented?' She said one or two. So who's the real expert at implementing the solution? The doctor who's done it twice in a decade, or the Specialist who's done it 800 times in three years?"
Why it matters
Customer-facing roles in SaaS routinely defer to customers' "knowledge of their business," which mistakes tenure for expertise. The CS or implementation team sees patterns across hundreds of customers solving the same problem; that pattern volume is exactly the expertise the customer is buying.