Despite data supporting the case for creating a more self-serve buying process, many SaaS revenue teams still operate in a way that is legit the opposite of what today’s buyer wants. New report data from more than 2,000 B2B tech buyers reveals what self-serve looks like in practice — and it’s transparent pricing, free demos and no freakin’ cold calls.
B2B buyers want the royal treatment (AKA, a B2C experience)
TrustRadius’ 2022 B2B buying trends report has an intriguing title: “The Age of the Self-Serve Buyer.” The report suggests B2B buyers crave consumer experiences, even when shopping for organizational expenditures like software.
In other words, according to Allyson and TrustRadius data, buyers want B2B brands to court them in a different (albeit familiar) way. They want to feel like they’re sitting at home in their pajamas and impulse-buying a Stanley cup. But why is that, exactly?
“More and more millennials and Gen Z are joining the buying committee. They’re coming into places of leadership, and they’re digital natives,” said Allyson. “In B2C [interactions], you have all this product information and customer feedback at your fingertips. You don’t have to interact with people to interact with a brand. And so that’s transcending into B2B.”
In fact, Allyson said 100% of respondents indicated that they prefer self-service B2B buying platforms (up from 80% last year). And that’s not the only wild stat Allyson and Lindsey discussed…
Hidden fees are out, transparency is in
In other instances, it may be wise for marketers to act as not-so-mysterious shoppers themselves. After all, to sell like a B2B pro, marketers must first buy like a B2B pro. And when marketers put themselves in the buyer’s seat, they’re more likely to keep pace with rapidly changing consumer standards.
“We can pretend, and we can research, but you have to feel the pain, and you have to feel what it’s like to have a deadline and jump through the hoops to get these demos and make a business case internally,” said Gracey. “You need real skin in the game to feel what your buyers are feeling.”
Allyson’s trick to getting organizational buy-in for direct, pricing-first structures? Discuss the approach’s benefits with your entire go-to-market team, including sales and customer success.
“It’s not fun to be sold to”
TrustRadius’ report detailed the top five resources buyers rely on through the sales funnel — and for the first time in seven years, vendor sales representatives weren’t one of them. Allyson said this is a significant trend away from traditional sales tactics like the dreaded cold call.
“As a marketer, everybody’s dodging calls and emails all day. So… if you think about the sales role in that perspective, and you think about your end customer… and what they really want, well, they want someone that really understands their problem and their use case,” said Allyson. “So, I think it’s much more of this consultative [relationship] versus trying to shove a product down someone’s throat, right?”
Listen to Episode 344 of SaaS Half Full for more of Allyson’s insights.