Not the OP, but also selling B2B software. You can hold a user accountable that they'll actually use the software purchased. The company is spending a lot of money on it, finds value in it, and wants to ensure it's being used and implemented correctly.

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."

Also, users are sometimes simply ordered, by their bosses or IT, not to press buttons in ways that are known to break the software. This is sometimes considered cheaper than fixing bugs, or at the very least, mitigates the problem until the next scheduled deployment window. It’s a very different world.

Very true, but I'd paraphrase it more positively: If the deployment cycle is long/complicated/expensive enough, everyone is happy if a whack workaround exists and it's not breaking everything. Not all bugs are actually critical and have to be solved the next day.

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.

For our product, a user not using our software properly would be like any arbitrary office worker incorrectly using Microsoft Word.

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.

Mostly for support. Companies give trainings on using B2B software so if users are coming with basic questions you can push back to company contact/manager/buyer with: "wtf" your people are trained on using application. Rise the support fee or sell additional training.

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 :)