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Scaling Customer Education with Kevin Dunn: Building Adoption Flywheels
In this episode of The Adoption Curve, I sit down with Kevin Dunn, Head of Customer Education and Community at Airtable, to discuss scaling customer education programs and share practical frameworks for learning and development leaders.
Kevin reveals why early-stage customer education doesn't need to be fully formalized to be impactful and explains why aligning education to customer activation milestones is critical for success. We also dive into his 5-category reporting framework that you can implement immediately to improve training effectiveness, user adoption, and technology implementation outcomes.
If you're a learning and development professional, customer success leader, or enablement manager looking to build or scale customer education programs, this conversation provides the exact steps you need.
💡 FREE RESOURCE: The 5-Category Reporting Framework: https://drive.google.com/file/d/1q6SiyNKIjex7VQuQ6QUiHtLGu0tS46Y6/view
SOCIALS:
👨💻 Connect with Sean - https://www.linkedin.com/in/sean-adams-sales/
👨💻 Connect with Kevin - https://www.linkedin.com/in/kev-dunn/
🌍 IORAD website - https://www.iorad.com
⏰ TIMESTAMPS
00:00: Why Internal and External Adoption Aren't So Different
04:45: When to Formalize Customer Education Programs
08:56: How to Teach "How to Think" Before "How to Do"
14:23: Using Customer Education as a Pre-Sales Accelerator
17:06: Defining Success Metrics for Customer Academies
19:23: The 5-Category Reporting Framework Explained
27:23: Managing Version Control and Content Updates at Scale
34:45: How Airtable Uses AI to Prioritize and Improve Courses
41:57: The Future of Customer Education and Community Flywheels
#SoftwareAdoption #EmployeeEnablement #CustomerEducation #TechAdoption #TrainingEffectiveness #ChangeManagement