Market Context and Competitive Differentiation Questions

Covers how support fits within market and competitive contexts and how it can be used as a differentiator. Candidates should be able to analyze competitors' support offerings, identify gaps and opportunities, propose initiatives that strengthen customer loyalty, and outline metrics to track competitive advantage such as retention and net promoter score. Topics include benchmarking support experience against peers, aligning support positioning with brand and product strategy, navigating market and regulatory constraints across geographies, and designing experiments to prove differentiation.