Скачать или смотреть Experience-led retention in B2B payments!

Getting paid, approving payments, or managing transactions—your customers aren’t looking for extra work. They just want to get the job done without headaches. If you can do this for them consistently, they trust you with more of their business.

They route higher transaction volumes through your platform, choose your premium offerings, and happily recommend your solutions to others.

That’s the heart of user experience. But in B2B payments, it’s easy for this to get drowned out by complex backend systems, compliance concerns, and feature-heavy roadmaps. The reality? CFOs and small businesses don’t care about what’s under the hood. They care about something that makes their job simpler and more efficient.

In this article, you learn that a seamless payment experience is not abstract or “nice to have". It is a proven business competitive advantage.

The Cost of a Frustrating Experience

Picture this: A mid-sized company uses your payment platform to manage invoices. They process hundreds of payments every month across different currencies. The finance team is already juggling tight deadlines, but your platform adds to their stress. Payments get delayed because the approval process is unclear.

Fees aren’t transparent, so they can’t accurately forecast. And when something goes wrong, your support team takes days to respond.

What happens next?

They start looking for alternatives.

Competition in payments is fierce and with newer, digitally-native players, retention is more fragile than ever. Gartner research shows that 80% of businesses switch providers due to poor customer experiences—not because of pricing or features. If your user experience is a hurdle, you're losing revenue.

The fallout doesn’t stop at customer churn. Frustrated users aren’t just leaving—they’re also not fully using your product before they leave. That means lower transaction volumes, fewer upgrades, and a diminished lifetime value (CLV).

The good news? You can do something about it.

Where the Revenue Lies
Let’s flip the script. Imagine the same company now using a platform designed with their needs in mind. Here’s what changes:

Clear Payment Approvals: CFOs and finance teams can see every payment’s status and quickly approve or flag issues.
Transparent Fees: Real-time estimates eliminate surprises, so forecasting is accurate.
On-Time Support: When something goes wrong, support is easily accessible, in a variety of channels (Chat, email, etc).
With these fixes, the platform goes from a headache to a hero. Payments are processed faster, which improves cash flow. Errors drop, so reconciliation is smoother. The finance team saves hours every week, freeing them to focus on strategy instead of firefighting.

This isn’t just a better experience; it’s better business. Happy customers stay longer. They trust you enough to route more payments through your platform. They recommend your solution to peers. All of this directly boosts revenue.



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