About Kimberly Wilkinson

Customer Education rarely fails because of effort.

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It fails because it is not structured to:

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• build real product capability

• connect to product adoption

• show impact on revenue

 

When that connection is missing, CE stays active, but does not move the business.

 

That is the gap KD Learning Solutions is built to address.

 

Experience

 

I have been in two very different Customer Education environments:

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• IBM — led curriculum development across a global enterprise software portfolio, where scale, consistency, and governance were critical

• Varicent — built and scaled Customer Education from the ground up in a high-growth B2B SaaS company, supporting customers, partners, and internal teams

 

Both environments surfaced the same dynamic:

 

CE needs to be structured and measured in a way that directly connects to outcomes such as activation, time-to-value, expansion, and retention.

 

Over 15+ years working across the full CE lifecycle — developer, practitioner, team lead, manager, and director — I developed a clear picture of how CE functions inside a business: how it is resourced, how it operates under pressure, and where it consistently loses connection to what the business actually measures.

 

KD Learning Solutions was built from that perspective. KDLS is a new practice. The methodology behind it is not.

 

Every KDLS engagement is built around a CE-to-revenue measurement model. If an initiative cannot be tied to a business outcome before execution begins, it is not prioritized. If the goal is to expand content, improve course quality, or fill an LMS, there are better-fit partners. If the goal is to make CE accountable to revenue — this is where I focus.