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Are There Differences Between B2B and B2C Transactions in Terms of Customer Satisfaction (A PI Q&A)
Reader Question: Which components determine customer (dis)satisfaction in a B2B and B2C environment, and what are the greatest differences between these two environments concerning customer (dis)satisfaction? My Response: This is an extremely broad question as there are numerous elements that contribute to customer satisfaction. Given that we are discussing an electronic transaction, in which automation is a core element, the key to automating any process is to “free the data from the document.” According to Bankers Online (http://www.bankersonline.com/), true electronic transactions (including approvals) are 75% less expensive than a paper-based process.

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