> Your users can actually be trained and held accountable
What does it mean to hold a user accountable?
What does it mean to hold a user accountable?
B2B software with figures like the OP means you're building a professional relationship with a customer (as opposed to a transactional one), and can push back when they're complaining about something, for example.
> "Your software isn't giving us the numbers you said it would!"
> "It will, if you use it as you were instructed, we're happy to review that with you again, but you have to have the internal SOP that you'll use it in the way it was intended if you want the numbers it can provide."
And I'm saying this a developer, where we would (and have) gladly sometimes fixed the bug during the 1h call with the customer, but until it was being rolled out... weeks, maybe months.
At some level, it is still our responsibility to provide a reasonable UX (and we have weekly meetings with our customers about this). But, our customers are also fully aware of the various contractual obligations and take ownership of problems caused by poor training or hires on their end.
For B2C you cannot have any expectations, even if user knows how to use computer or understands basic English or has good enough eyesight to read any text on your site.
Well what we see for B2C companies is usually that they just don't care and you don't get any real support but that is a different discussion :)