![]() ![]() And by and large, the market is rising to meet these consumer demands. On top of all that, people now want immediate gratification and quickly give up on products that don’t provide it-for instance, 21% of folks open up a mobile app once and then abandon it completely by the 90-day benchmark, 71% of app users will have churned completely. And personalization is expected-not only are 80% of people more likely to do business with a company that offers personalization, but Salesforce’s 2017 State of Marketing report found that 52% of B2C customers would actually switch brands if they weren’t getting a personalized experience. ![]() ![]() Buyers want to self-educate-a 2015 Forrester report found that nearly 75% of B2B buyers now say they’d rather buy through an app or website, rather than a salesperson. The transition toward consumer-grade UX in B2B SaaS products-often called consumerization-is being driven by tech-savvy users who are now demanding software that is more beautiful, more intuitive, more powerful, and more affordable than the tools they used before. That’s what makes this shift bigger than any of the ones we’ve seen before-it’s a shift in both consumer demand and market supply. Yesterday’s most exceptional product experiences are no longer exciting-they’re expected. And in the years since, the market has been flooded with consumer and B2B products that promise to meet just about every need under the sun. Apple put digital experiences in people’s pockets back in 2009 with the first iPhone. ![]() It’s been well over a decade since Salesforce brought software to the cloud. We are in the middle of a massive shift in the way people use and buy software. ![]()
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