36 UX Tips (and Pitfalls) for B2B2C Product Managers

B2B2C product management is basically playing 4 dimensional chess with 3 grumpy, hungry, and sleepy kids. Read on to find out who “Angry”, “Hungry”, and “Sleepy” are. —James Effarah (this quote is mine… you can borrow it). Welcome, brave product manager, to a realm where your B2B clients are begging for a better platform, yet your B2C end-users want an experience as smooth and captivating as a blockbuster thriller. This is the unforgiving world of B2B2C product strategy, where your product must appease not one, but two separate user bases, each with its own list of demands, frustrations, and non-negotiables. In this journey we are about to endeavor, I’ll unveil a postmodern carnival of user feedback gleaned from a real Slack chat. Listen closely, because what lurks in these corridors are the specters of poor UX, friction-laden features, and resource constraints. And while these phantoms can spook even the boldest product teams, they also present a golden opportunity: to pivot, to refine, and to create a B2B2C product strategy worthy of a like or two on Linkedin. So buckle up, the bugs are out, the CS team is howling, and your roadmap is about to get scrambled—again. When B2B2C Goes Bump in the Night B2B2C—also known as “business-to-business-to-consumer”—is where your platform (the B2B component) serves businesses that, in turn, serve end consumers (the B2C component). On paper, it’s a brilliant extension of the value chain: “Offer your tool to businesses and let them wow their own audiences, at scale.” In practice, though, you’re juggling two sets of user pains, expectations, and success metrics. B2B perspective: They want a user-friendly backend (or “studio”) with an intuitive setup, robust integrations, and quick support. Their focus is on reliability, customization, and ROI. B2C perspective: They want seamless experiences, fun interactions, minimal friction, and—most of all—instant gratification. When your B2B customers see you as the goose that lays the golden eggs (by enchanting their consumers), they’ll remain loyal, spread the word, and help you scale. But if your B2C user experience is lackluster—buggy transitions, clunky game mechanics, or tedious forms—those consumers get frustrated, and your B2B clients start looking for alternatives. The Horror Story: 10 Frightening UX Issues (and Counting) In a recent feedback session, a little product manager—let’s call him James—compiled user feedback that chilled the blood of the entire product team. Let’s step through these terrors—and, as we do, keep in mind how each horror hits both B2B and B2C lines of impact. 1. Tedious Setup Process What Happened: B2B features required manual, day-by-day configuration. Why It’s Scary: Time is money. If your B2B users are forced to do repetitive tasks that should be automated, they’ll resent the friction. 2. Limitations in Testing What Happened: B2B users couldn’t preview/test B2C campaigns properly without going live, forcing them to go live on “hidden pages” like their “About Page”. Why It’s Scary: B2B customers lose confidence in the platform. Without strong preview capabilities, end users may encounter half-baked experiences. 3. Integration Challenges What Happened: API keys had to be reset multiple times, data fields were not mapped automatically, and new data didn’t sync reliably. Why It’s Scary: Integrations should be frictionless. Manual data mapping and inconsistent syncing erode trust in the platform. 4. Translation Issues What Happened: The “translation feature” for multi-language wasn’t working as expected. Users had to manually duplicate and translate. Why It’s Scary: In a global economy, multi-language support is often make-or-break. Without it, B2C users in non-English markets feel left out, and B2B customers can’t expand seamlessly. 5. Multi-Store Configuration Gaps What Happened: For brands operating multiple stores (US, UK, IE, DE, etc.), each store needed a separate, labor-intensive setup. Why It’s Scary: Enterprise-level B2B clients often manage many storefronts. Lack of multi-store support means frustration—and potential churn. 6. Transition and Animation Bugs What Happened: B2C animations such as swiping, scratching, or sliding felt glitchy. Some users abandoned experiences within seconds. Why It’s Scary: A smooth consumer experience is everything. One stutter or freeze, and your B2C players bail, draining brand loyalty (and conversions). 7. Account Management Restrictions What Happened: Agencies with multiple team members and B2B customers of their own were restricted to 1-2 seats. Adding or removing seats was a headache. Why It’s Scary: B2B clients who are agencies need flexible account management. If this is missing, the perceived friction intensifies. Help them! They are literally selling your app for you. 8. Image and Content Previewing What Happened: Users couldn’t resize or preview images in the app’s dashboard. No centralized place to publish/unpublish easily. Why It’s Scary: Time wasted fumbling with images or toggling experiences is time not spent optimizing. 9. Overall Usability Quagmire What Happened: The app felt cobbled together, with features that don’t cohesively mesh (HA! Sounds familiar right?—almost all products are…). B2B teams spent hours orchestrating a single campaign. Why It’s Scary: If it takes that long for B2B customers to get up and running, they’ll question the ROI. 10. Support Response Time What Happened: One support ticket racked up 90+ comments, with no resolution in sight. Why It’s Scary: When technical issues pile on, slow or convoluted support can lead to an exodus of even your most loyal B2B clients. “The nightmares that come from a poor user experience can haunt your product, your customers, and your bottom line. In the realm of B2B2C product management, fear is the mind-killer—unless you make that fear your fuel.” —A product management proverb (probably) The Exorcism: 10 Recommendations for Redemption Just when you think your product is cooked, out of the shadows steps the glimmer of hope. Here are your product team’s recommended exorcisms—ways to banish these UX demons once and for all. 1. Bulk Editing Features Exorcise the repetition by letting users set up multiple days or campaigns simultaneously. 2. Comprehensive Preview Enable robust previews on desktop, mobile, and tablet. Let B2B clients launch with confidence, so B2C end users get a polished experience. 3. Simplify Integrations Automate data mapping, particularly for fields like name or email. Provide clearer FAQs and self-service guides. 4. Streamline Translations Fix translation tools (or any tools that work with unstructured data) to seamlessly support multi-language campaigns. Introduce optional auto-translate to handle the heavy lifting (use AI). 5. Support Multi-Store/Location Setups Let businesses replicate campaigns across multiple domains or store locales with minimal reconfiguration. 6. Fix Transitions and Animations Put “smoothness” at the top of your testing checklist. B2C experiences should feel modern, intuitive, and—dare we say—fun. 7. Increase Account Limits Offer tiers or “agency mode” so multiple team members can easily collaborate. 8. Dashboard Improvements Provide a one-stop shop for image previews, content management, and campaign toggling. 9. Optimize Setup Process Aim to reduce end-to-end feature usage from hours to minutes. Streamline, automate, and remove unnecessary steps. 10. Enhance Support Speed up response times. Provide knowledge bases, video tutorials, and in-app guidance. Together, these recommendations form the holy water you need to rid your product of disjointed UX devils. B2B2C Means Double the Challenges—and Double the Opportunities In some conversations I have had, this question emerges a lot: in B2B2C SaaS, Is B2B or B2C more critical? The short answer is: B2C, but both are important. From the B2B vantage point, your platform is the tool kit. A sub-par tool kit triggers friction, lost time, and exasperation. BUT, from the B2C vantage point, the experiences themselves must be bulletproof. If the consumer journeys are clunky or buggy, your B2B clients fail to see conversion or engagement and ultimately see no value in your product. Like Steve Jobs famously focusing on end-to-end control of hardware and software, a B2B2C product manager must adopt a holistic perspective. You can’t fix your B2C flows without ensuring that your B2B configuration is top-notch. Nor can you ignore B2C simply because your direct paying client is the business. So, you find that sweet spot—a synergy—where each side’s needs inform and enhance the other. Strategies for Surviving (and Thriving) in B2B2C Product Management How do you keep your B2B2C product from becoming a labyrinth of half-baked ideas and haunted user journeys? Let’s examine a few proven strategies: 1. Prioritize Frictionless Onboarding If the setup process is so complex that teams need 7+ hours and 90+ Slack comments to solve problems, you might as well be writing the script for a horror movie. Action Tip: Develop interactive onboarding flows with built-in tooltips, product tours, and progressive disclosures (reveal advanced settings only when needed). 2. Invest in High-Feedback Preview and Testing For every campaign or new feature, your B2B users need to see a “what you see is what you get” environment. Even a small mismatch can lead to embarrassing public-facing errors. Action Tip: Incorporate a “test run” or “sandbox mode” that replicates how a B2C user would see the experience, complete with device emulators. 3. Push for Automation in Integrations and Translations Manual data mapping or duplicating content for multiple languages is antiquated. In 2025 and beyond, AI and automation should handle 80% of the grunt work. Action Tip: Evaluate each integration’s user journey. Where can you add an automated handshake (e.g., mapping data fields) or provide AI-driven translation? 4. Design for Multi-Tenant, Multi-Store Platforms If you want enterprise-scale adoption, you can’t force each storefront to endure ground-up configuration. Instead, handle complexities in your backend—once—so your B2B client can replicate setups with a few clicks. Action Tip: Add a multi-store toggle in the admin dashboard, letting your B2B clients seamlessly switch between storefronts. 5. Provide Agency-Level Account Management Agencies are a B2B goldmine, but if you throttle them to a single-user login, you hamper collaboration. Action Tip: Expand seat limits or offer flexible packages where agencies can pay extra for more seats. Provide role-based permissions so teams can coordinate safely. 6. Observe, Measure, & Optimize with Real User Monitoring Nothing reveals friction like actual usage data. Tools like Hotjar can show how B2C visitors interact with transitions, animations, or game mechanics. Action Tip: Incorporate user session replays, funnel analyses, and behavior tracking to spot “drop-off cliffs.” Then refine, refine, refine. 7. Refactor for a Unified User Experience It’s clear that most apps, especially B2B, and ESPECIALLY B2B2C are built piecemeal. Approach your product with a fresh architectural lens: cohesion over patchwork. Action Tip: Conduct a thorough UX audit. Standardize design patterns, unify the color palette, and ensure consistency in layout and navigation elements. 8. Ditch the Janky Animations A B2C end user shouldn’t have to guess how to engage with your app. If you’re not certain you can deliver a glitch-free animation, either remove it or rework it until it’s polished. Action Tip: Evaluate all animations on real devices. Optimize performance using CSS transitions or hardware acceleration. Less is often more. 9. Reduce Steps, Increase Momentum Everything that can be automated should be. Even the hint of friction can lead to exponential frustration. This is especially true in B2B2C, where the frustration can trickle down to thousands or millions of B2C end users. Action Tip: Map each step of the campaign creation flow. Identify where a single click can replace five. Deploy auto-save and bulk editing as standard features. 10. Turbocharge Support and Education If your B2B users are left to comb through 90+ support threads, they’ll feel abandoned. Provide a robust self-help center, knowledge base, or in-app FAQ. Action Tip: Think of every support ticket as a chance to refine your product or documentation. A single improvement in the platform might save hundreds of tickets down the line. From Specter to Superstar: Transforming Your Product Through User Feedback 1. Be Transparent with Your Team If you’re a B2B2C product manager, share feedback openly and often. Let the entire org feel the user's pain so that it becomes everyone’s mission to fix it. 2. Create a Roadmap that Honors Both B2B and B2C Sure, the immediate paying customer is B2B. But never lose sight of the end consumer—because they’re the ultimate source of your B2B client’s success. Align your product’s priorities to delight both tiers of users. 3. Balance Quick Wins with Major Overhauls Some issues—like friction in UI or missing bulk editing—can be resolved fairly quickly. Others—like re-engineering your platform for multi-store use—may require deeper architectural shifts. Manage stakeholders’ expectations accordingly. 4. Celebrate the Victories When you fix a glitchy animation or cut the campaign setup time in half, share the good news. Encourage your B2B clients to test the improvements with their own customers, collecting positive data points to feed back into your product marketing. 5. Document the Evolution Don’t just implement changes in silence. Update your changelogs, publish release notes, and create user-centric updates. This fosters a sense of momentum and trust. Conclusion: Embrace the Darkness, Then Light the Way B2B2C product management can feel like walking through a haunted house: Every door you open reveals a new jolt of terror (or in this case, a new bug or friction point). Yet what separates a flailing product manager from a legendary one is the willingness to face these frights head-on, harness the negative feedback, and spin it into gold. After all, in the dark halls of product management, the only real monster is complacency. If you remain vigilant, keep iterating, and champion both your B2B and B2C users, your product can transcend the darkness and become the beacon of excellence everyone’s been dying to find. Let the story continue…in your roadmap, your product updates, and your marketing campaigns. For in the world of B2B2C product management, each new scare is just another chapter waiting to be conquered. K bye. 36. Bonus Point: Embrace the Triad of Co-Elevation You’re not just building a product. You’re architecting a delicate triangle of value: (1) your business, (2) your client’s business, and (3) their end consumer. The unobvious, life-altering insight is that each corner of this triangle must elevate the others simultaneously. Don’t just solve for your direct B2B partner, and don’t just dazzle the B2C user on the front end—co-elevate all three. The moment your product effortlessly balances these parallel needs, you unlock a new gravitational force: **the pull of aligned incentives. It’s not about quick hacks or short-term metrics; it’s about designing every click, every transition, and every data pathway to serve everyone in the chain in one sweeping motion. As a B2B2C Product Manager, your holy grail is the synergy (ew, I unironically used a buzzword) that makes the success of each party feed back into the other. When that synergy (ew) hits, your product turns from a transactional tool into an irreplaceable engine of momentum—carrying your partners, their customers, and your own business upward in one unstoppable climb. That’s the difference between just another platform and a transformative powerhouse with the potential to define an entire market. And if You Haven’t Caught on By Now: Sleepy is the B2B2C SaaS platform Angry is the B2B customer Hungry is the B2C end-user K. Bye for real. B2B2C product management is basically playing 4 dimensional chess with 3 grumpy, hungry, and sleepy kids. Read on to find out who “Angry”, “Hungry”, and “Sleepy” are. B2B2C product management is basically playing 4 dimensional chess with 3 grumpy, hungry, and sleepy kids. Read on to find out who “Angry”, “Hungry”, and “Sleepy” are. —James Effarah (this quote is mine… you can borrow it). —James Effarah ( this quote is mine… you can borrow it ). this quote is mine… you can borrow it Welcome, brave product manager , to a realm where your B2B clients are begging for a better platform, yet your B2C end-users want an experience as smooth and captivating as a blockbuster thriller. product manager B2B clients B2C end-users This is the unforgiving world of B2B2C product strategy , where your product must appease not one, but two separate user bases, each with its own list of demands, frustrations, and non-negotiables. B2B2C product strategy In this journey we are about to endeavor, I’ll unveil a postmodern carnival of user feedback gleaned from a real Slack chat. Listen closely, because what lurks in these corridors are the specters of poor UX, friction-laden features , and resource constraints. user feedback friction-laden features And while these phantoms can spook even the boldest product teams, they also present a golden opportunity: to pivot, to refine, and to create a B2B2C product strategy worthy of a like or two on Linkedin. B2B2C product strategy So buckle up, the bugs are out, the CS team is howling, and your roadmap is about to get scrambled— again . again When B2B2C Goes Bump in the Night B2B2C —also known as “business-to-business-to-consumer”—is where your platform (the B2B component) serves businesses that, in turn, serve end consumers (the B2C component). B2B2C On paper, it’s a brilliant extension of the value chain: “Offer your tool to businesses and let them wow their own audiences, at scale.” In practice, though, you’re juggling two sets of user pains, expectations, and success metrics. B2B perspective: They want a user-friendly backend (or “studio”) with an intuitive setup, robust integrations, and quick support. Their focus is on reliability, customization, and ROI. B2C perspective: They want seamless experiences, fun interactions, minimal friction, and—most of all—instant gratification. B2B perspective: They want a user-friendly backend (or “studio”) with an intuitive setup, robust integrations, and quick support. Their focus is on reliability, customization, and ROI. B2B perspective : They want a user-friendly backend (or “studio”) with an intuitive setup, robust integrations, and quick support. Their focus is on reliability, customization, and ROI. B2B perspective B2C perspective: They want seamless experiences, fun interactions, minimal friction, and—most of all—instant gratification. B2C perspective : They want seamless experiences, fun interactions, minimal friction, and—most of all—instant gratification. B2C perspective When your B2B customers see you as the goose that lays the golden eggs (by enchanting their consumers), they’ll remain loyal, spread the word, and help you scale. But if your B2C user experience is lackluster—buggy transitions, clunky game mechanics, or tedious forms—those consumers get frustrated, and your B2B clients start looking for alternatives. The Horror Story: 10 Frightening UX Issues (and Counting) In a recent feedback session, a little product manager—let’s call him James—compiled user feedback that chilled the blood of the entire product team. Let’s step through these terrors—and, as we do, keep in mind how each horror hits both B2B and B2C lines of impact. 1. Tedious Setup Process What Happened: B2B features required manual, day-by-day configuration. Why It’s Scary: Time is money. If your B2B users are forced to do repetitive tasks that should be automated, they’ll resent the friction. What Happened: B2B features required manual, day-by-day configuration. What Happened: B2B features required manual, day-by-day configuration. What Happened: Why It’s Scary: Time is money. If your B2B users are forced to do repetitive tasks that should be automated, they’ll resent the friction. Why It’s Scary: Time is money. If your B2B users are forced to do repetitive tasks that should be automated, they’ll resent the friction. Why It’s Scary: 2. Limitations in Testing What Happened: B2B users couldn’t preview/test B2C campaigns properly without going live, forcing them to go live on “hidden pages” like their “About Page”. Why It’s Scary: B2B customers lose confidence in the platform. Without strong preview capabilities, end users may encounter half-baked experiences. What Happened: B2B users couldn’t preview/test B2C campaigns properly without going live, forcing them to go live on “hidden pages” like their “About Page”. What Happened : B2B users couldn’t preview/test B2C campaigns properly without going live, forcing them to go live on “hidden pages” like their “About Page”. What Happened Why It’s Scary: B2B customers lose confidence in the platform. Without strong preview capabilities, end users may encounter half-baked experiences. Why It’s Scary : B2B customers lose confidence in the platform. Without strong preview capabilities, end users may encounter half-baked experiences. Why It’s Scary 3. Integration Challenges What Happened: API keys had to be reset multiple times, data fields were not mapped automatically, and new data didn’t sync reliably. Why It’s Scary: Integrations should be frictionless. Manual data mapping and inconsistent syncing erode trust in the platform. What Happened: API keys had to be reset multiple times, data fields were not mapped automatically, and new data didn’t sync reliably. What Happened : API keys had to be reset multiple times, data fields were not mapped automatically, and new data didn’t sync reliably. What Happened Why It’s Scary: Integrations should be frictionless. Manual data mapping and inconsistent syncing erode trust in the platform. Why It’s Scary : Integrations should be frictionless. Manual data mapping and inconsistent syncing erode trust in the platform. Why It’s Scary 4. Translation Issues What Happened: The “translation feature” for multi-language wasn’t working as expected. Users had to manually duplicate and translate. Why It’s Scary: In a global economy, multi-language support is often make-or-break. Without it, B2C users in non-English markets feel left out, and B2B customers can’t expand seamlessly. What Happened: The “translation feature” for multi-language wasn’t working as expected. Users had to manually duplicate and translate. What Happened : The “translation feature” for multi-language wasn’t working as expected. Users had to manually duplicate and translate. What Happened Why It’s Scary: In a global economy, multi-language support is often make-or-break. Without it, B2C users in non-English markets feel left out, and B2B customers can’t expand seamlessly. Why It’s Scary : In a global economy, multi-language support is often make-or-break. Without it, B2C users in non-English markets feel left out, and B2B customers can’t expand seamlessly. Why It’s Scary 5. Multi-Store Configuration Gaps What Happened: For brands operating multiple stores (US, UK, IE, DE, etc.), each store needed a separate, labor-intensive setup. Why It’s Scary: Enterprise-level B2B clients often manage many storefronts. Lack of multi-store support means frustration—and potential churn. What Happened: For brands operating multiple stores (US, UK, IE, DE, etc.), each store needed a separate, labor-intensive setup. What Happened : For brands operating multiple stores (US, UK, IE, DE, etc.), each store needed a separate, labor-intensive setup. What Happened Why It’s Scary: Enterprise-level B2B clients often manage many storefronts. Lack of multi-store support means frustration—and potential churn. Why It’s Scary : Enterprise-level B2B clients often manage many storefronts. Lack of multi-store support means frustration—and potential churn. Why It’s Scary 6. Transition and Animation Bugs What Happened: B2C animations such as swiping, scratching, or sliding felt glitchy. Some users abandoned experiences within seconds. Why It’s Scary: A smooth consumer experience is everything. One stutter or freeze, and your B2C players bail, draining brand loyalty (and conversions). What Happened: B2C animations such as swiping, scratching, or sliding felt glitchy. Some users abandoned experiences within seconds. What Happened : B2C animations such as swiping, scratching, or sliding felt glitchy. Some users abandoned experiences within seconds. What Happened Why It’s Scary: A smooth consumer experience is everything. One stutter or freeze, and your B2C players bail, draining brand loyalty (and conversions). Why It’s Scary : A smooth consumer experience is everything. One stutter or freeze, and your B2C players bail, draining brand loyalty (and conversions). Why It’s Scary 7. Account Management Restrictions What Happened: Agencies with multiple team members and B2B customers of their own were restricted to 1-2 seats. Adding or removing seats was a headache. What Happened : Agencies with multiple team members and B2B customers of their own were restricted to 1-2 seats. Adding or removing seats was a headache. What Happened Why It’s Scary: B2B clients who are agencies need flexible account management. If this is missing, the perceived friction intensifies. Help them! They are literally selling your app for you. Why It’s Scary : B2B clients who are agencies need flexible account management. If this is missing, the perceived friction intensifies. Help them! They are literally selling your app for you. Why It’s Scary 8. Image and Content Previewing What Happened: Users couldn’t resize or preview images in the app’s dashboard. No centralized place to publish/unpublish easily. Why It’s Scary: Time wasted fumbling with images or toggling experiences is time not spent optimizing. What Happened: Users couldn’t resize or preview images in the app’s dashboard. No centralized place to publish/unpublish easily. What Happened : Users couldn’t resize or preview images in the app’s dashboard. No centralized place to publish/unpublish easily. What Happened Why It’s Scary: Time wasted fumbling with images or toggling experiences is time not spent optimizing. Why It’s Scary : Time wasted fumbling with images or toggling experiences is time not spent optimizing. Why It’s Scary 9. Overall Usability Quagmire What Happened: The app felt cobbled together, with features that don’t cohesively mesh (HA! Sounds familiar right?—almost all products are…). B2B teams spent hours orchestrating a single campaign. Why It’s Scary: If it takes that long for B2B customers to get up and running, they’ll question the ROI. What Happened: The app felt cobbled together, with features that don’t cohesively mesh (HA! Sounds familiar right?—almost all products are…). B2B teams spent hours orchestrating a single campaign. What Happened : The app felt cobbled together, with features that don’t cohesively mesh (HA! Sounds familiar right?—almost all products are…). B2B teams spent hours orchestrating a single campaign. What Happened Why It’s Scary: If it takes that long for B2B customers to get up and running, they’ll question the ROI. Why It’s Scary : If it takes that long for B2B customers to get up and running, they’ll question the ROI. Why It’s Scary 10. Support Response Time What Happened: One support ticket racked up 90+ comments, with no resolution in sight. Why It’s Scary: When technical issues pile on, slow or convoluted support can lead to an exodus of even your most loyal B2B clients. What Happened: One support ticket racked up 90+ comments, with no resolution in sight. What Happened : One support ticket racked up 90+ comments, with no resolution in sight. What Happened Why It’s Scary: When technical issues pile on, slow or convoluted support can lead to an exodus of even your most loyal B2B clients. Why It’s Scary : When technical issues pile on, slow or convoluted support can lead to an exodus of even your most loyal B2B clients. Why It’s Scary “The nightmares that come from a poor user experience can haunt your product, your customers, and your bottom line. In the realm of B2B2C product management, fear is the mind-killer—unless you make that fear your fuel.” “The nightmares that come from a poor user experience can haunt your product, your customers, and your bottom line. In the realm of B2B2C product management, fear is the mind-killer—unless you make that fear your fuel.” “The nightmares that come from a poor user experience can haunt your product, your customers, and your bottom line. In the realm of B2B2C product management, fear is the mind-killer—unless you make that fear your fuel.” “The nightmares that come from a poor user experience can haunt your product, your customers, and your bottom line. In the realm of B2B2C product management, fear is the mind-killer—unless you make that fear your fuel.” —A product management proverb (probably) —A product management proverb ( probably ) probably The Exorcism: 10 Recommendations for Redemption Just when you think your product is cooked, out of the shadows steps the glimmer of hope. Here are your product team’s recommended exorcisms—ways to banish these UX demons once and for all. 1. Bulk Editing Features Exorcise the repetition by letting users set up multiple days or campaigns simultaneously. Exorcise the repetition 2. Comprehensive Preview Enable robust previews on desktop, mobile, and tablet. Let B2B clients launch with confidence, so B2C end users get a polished experience. 3. Simplify Integrations Automate data mapping, particularly for fields like name or email. Provide clearer FAQs and self-service guides. 4. Streamline Translations Fix translation tools (or any tools that work with unstructured data) to seamlessly support multi-language campaigns. Introduce optional auto-translate to handle the heavy lifting (use AI). 5. Support Multi-Store/Location Setups Let businesses replicate campaigns across multiple domains or store locales with minimal reconfiguration. 6. Fix Transitions and Animations Put “smoothness” at the top of your testing checklist. B2C experiences should feel modern, intuitive, and—dare we say—fun. 7. Increase Account Limits Offer tiers or “agency mode” so multiple team members can easily collaborate. 8. Dashboard Improvements Provide a one-stop shop for image previews, content management, and campaign toggling. 9. Optimize Setup Process Aim to reduce end-to-end feature usage from hours to minutes. Streamline, automate, and remove unnecessary steps. 10. Enhance Support Speed up response times. Provide knowledge bases, video tutorials, and in-app guidance. Together, these recommendations form the holy water you need to rid your product of disjointed UX devils. B2B2C Means Double the Challenges—and Double the Opportunities In some conversations I have had, this question emerges a lot: in B2B2C SaaS, Is B2B or B2C more critical? Is B2B or B2C more critical? The short answer is: B2C , but both are important. B2C From the B2B vantage point, your platform is the tool kit. A sub-par tool kit triggers friction, lost time, and exasperation. BUT, from the B2C vantage point, the experiences themselves must be bulletproof. If the consumer journeys are clunky or buggy, your B2B clients fail to see conversion or engagement and ultimately see no value in your product. From the B2B vantage point, your platform is the tool kit. A sub-par tool kit triggers friction, lost time, and exasperation. From the B2B vantage point, your platform is the tool kit. A sub-par tool kit triggers friction, lost time, and exasperation. BUT, from the B2C vantage point, the experiences themselves must be bulletproof. If the consumer journeys are clunky or buggy, your B2B clients fail to see conversion or engagement and ultimately see no value in your product. BUT, from the B2C vantage point, the experiences themselves must be bulletproof. If the consumer journeys are clunky or buggy, your B2B clients fail to see conversion or engagement and ultimately see no value in your product. Like Steve Jobs famously focusing on end-to-end control of hardware and software, a B2B2C product manager must adopt a holistic perspective. You can’t fix your B2C flows without ensuring that your B2B configuration is top-notch. Nor can you ignore B2C simply because your direct paying client is the business. So, you find that sweet spot—a synergy—where each side’s needs inform and enhance the other. Strategies for Surviving (and Thriving) in B2B2C Product Management How do you keep your B2B2C product from becoming a labyrinth of half-baked ideas and haunted user journeys? Let’s examine a few proven strategies: 1. Prioritize Frictionless Onboarding If the setup process is so complex that teams need 7+ hours and 90+ Slack comments to solve problems, you might as well be writing the script for a horror movie. If the setup process is so complex that teams need 7+ hours and 90+ Slack comments to solve problems, you might as well be writing the script for a horror movie. Action Tip: Develop interactive onboarding flows with built-in tooltips, product tours, and progressive disclosures (reveal advanced settings only when needed). Action Tip : Develop interactive onboarding flows with built-in tooltips, product tours, and progressive disclosures (reveal advanced settings only when needed). Action Tip 2. Invest in High-Feedback Preview and Testing For every campaign or new feature, your B2B users need to see a “what you see is what you get” environment. Even a small mismatch can lead to embarrassing public-facing errors. For every campaign or new feature, your B2B users need to see a “what you see is what you get” environment. Even a small mismatch can lead to embarrassing public-facing errors. Action Tip: Incorporate a “test run” or “sandbox mode” that replicates how a B2C user would see the experience, complete with device emulators. Action Tip : Incorporate a “test run” or “sandbox mode” that replicates how a B2C user would see the experience, complete with device emulators. Action Tip 3. Push for Automation in Integrations and Translations Manual data mapping or duplicating content for multiple languages is antiquated. In 2025 and beyond, AI and automation should handle 80% of the grunt work. Manual data mapping or duplicating content for multiple languages is antiquated. In 2025 and beyond, AI and automation should handle 80% of the grunt work. Action Tip: Evaluate each integration’s user journey. Where can you add an automated handshake (e.g., mapping data fields) or provide AI-driven translation? Action Tip : Evaluate each integration’s user journey. Where can you add an automated handshake (e.g., mapping data fields) or provide AI-driven translation? Action Tip 4. Design for Multi-Tenant, Multi-Store Platforms If you want enterprise-scale adoption, you can’t force each storefront to endure ground-up configuration. Instead, handle complexities in your backend—once—so your B2B client can replicate setups with a few clicks. If you want enterprise-scale adoption, you can’t force each storefront to endure ground-up configuration. Instead, handle complexities in your backend—once—so your B2B client can replicate setups with a few clicks. Action Tip: Add a multi-store toggle in the admin dashboard, letting your B2B clients seamlessly switch between storefronts. Action Tip : Add a multi-store toggle in the admin dashboard, letting your B2B clients seamlessly switch between storefronts. Action Tip 5. Provide Agency-Level Account Management Agencies are a B2B goldmine, but if you throttle them to a single-user login, you hamper collaboration. Agencies are a B2B goldmine, but if you throttle them to a single-user login, you hamper collaboration. Action Tip: Expand seat limits or offer flexible packages where agencies can pay extra for more seats. Provide role-based permissions so teams can coordinate safely. Action Tip : Expand seat limits or offer flexible packages where agencies can pay extra for more seats. Provide role-based permissions so teams can coordinate safely. Action Tip 6. Observe, Measure, & Optimize with Real User Monitoring Nothing reveals friction like actual usage data. Tools like Hotjar can show how B2C visitors interact with transitions, animations, or game mechanics. Nothing reveals friction like actual usage data. Tools like Hotjar can show how B2C visitors interact with transitions, animations, or game mechanics. Action Tip: Incorporate user session replays, funnel analyses, and behavior tracking to spot “drop-off cliffs.” Then refine, refine, refine. Action Tip : Incorporate user session replays, funnel analyses, and behavior tracking to spot “drop-off cliffs.” Then refine, refine, refine. Action Tip 7. Refactor for a Unified User Experience It’s clear that most apps, especially B2B, and ESPECIALLY B2B2C are built piecemeal. Approach your product with a fresh architectural lens: cohesion over patchwork. It’s clear that most apps, especially B2B, and ESPECIALLY B2B2C are built piecemeal. Approach your product with a fresh architectural lens: cohesion over patchwork. Action Tip: Conduct a thorough UX audit. Standardize design patterns, unify the color palette, and ensure consistency in layout and navigation elements. Action Tip : Conduct a thorough UX audit. Standardize design patterns, unify the color palette, and ensure consistency in layout and navigation elements. Action Tip 8. Ditch the Janky Animations A B2C end user shouldn’t have to guess how to engage with your app. If you’re not certain you can deliver a glitch-free animation, either remove it or rework it until it’s polished. A B2C end user shouldn’t have to guess how to engage with your app. If you’re not certain you can deliver a glitch-free animation, either remove it or rework it until it’s polished. Action Tip: Evaluate all animations on real devices. Optimize performance using CSS transitions or hardware acceleration. Less is often more. Action Tip : Evaluate all animations on real devices. Optimize performance using CSS transitions or hardware acceleration. Less is often more. Action Tip 9. Reduce Steps, Increase Momentum Everything that can be automated should be. Even the hint of friction can lead to exponential frustration. This is especially true in B2B2C, where the frustration can trickle down to thousands or millions of B2C end users. Everything that can be automated should be. Even the hint of friction can lead to exponential frustration. This is especially true in B2B2C, where the frustration can trickle down to thousands or millions of B2C end users. Action Tip: Map each step of the campaign creation flow. Identify where a single click can replace five. Deploy auto-save and bulk editing as standard features. Action Tip : Map each step of the campaign creation flow. Identify where a single click can replace five. Deploy auto-save and bulk editing as standard features. Action Tip 10. Turbocharge Support and Education If your B2B users are left to comb through 90+ support threads, they’ll feel abandoned. Provide a robust self-help center, knowledge base, or in-app FAQ. If your B2B users are left to comb through 90+ support threads, they’ll feel abandoned. Provide a robust self-help center, knowledge base, or in-app FAQ. Action Tip: Think of every support ticket as a chance to refine your product or documentation. A single improvement in the platform might save hundreds of tickets down the line. Action Tip : Think of every support ticket as a chance to refine your product or documentation. A single improvement in the platform might save hundreds of tickets down the line. Action Tip From Specter to Superstar: Transforming Your Product Through User Feedback 1. Be Transparent with Your Team If you’re a B2B2C product manager, share feedback openly and often. Let the entire org feel the user's pain so that it becomes everyone’s mission to fix it. If you’re a B2B2C product manager, share feedback openly and often. Let the entire org feel the user's pain so that it becomes everyone’s mission to fix it. everyone’s 2. Create a Roadmap that Honors Both B2B and B2C Sure, the immediate paying customer is B2B. But never lose sight of the end consumer—because they’re the ultimate source of your B2B client’s success. Align your product’s priorities to delight both tiers of users. Sure, the immediate paying customer is B2B. But never lose sight of the end consumer—because they’re the ultimate source of your B2B client’s success. Align your product’s priorities to delight both tiers of users. 3. Balance Quick Wins with Major Overhauls Some issues—like friction in UI or missing bulk editing—can be resolved fairly quickly. Others—like re-engineering your platform for multi-store use—may require deeper architectural shifts. Manage stakeholders’ expectations accordingly. Some issues—like friction in UI or missing bulk editing—can be resolved fairly quickly. Others—like re-engineering your platform for multi-store use—may require deeper architectural shifts. Manage stakeholders’ expectations accordingly. 4. Celebrate the Victories When you fix a glitchy animation or cut the campaign setup time in half, share the good news. Encourage your B2B clients to test the improvements with their own customers, collecting positive data points to feed back into your product marketing. When you fix a glitchy animation or cut the campaign setup time in half, share the good news. Encourage your B2B clients to test the improvements with their own customers, collecting positive data points to feed back into your product marketing. 5. Document the Evolution Don’t just implement changes in silence. Update your changelogs, publish release notes, and create user-centric updates. This fosters a sense of momentum and trust. Don’t just implement changes in silence. Update your changelogs, publish release notes, and create user-centric updates. This fosters a sense of momentum and trust. Conclusion: Embrace the Darkness, Then Light the Way Conclusion: Embrace the Darkness, Then Light the Way Then Light the Way B2B2C product management can feel like walking through a haunted house: B2B2C product management Every door you open reveals a new jolt of terror (or in this case, a new bug or friction point). Yet what separates a flailing product manager from a legendary one is the willingness to face these frights head-on, harness the negative feedback, and spin it into gold. After all, in the dark halls of product management, the only real monster is complacency. If you remain vigilant, keep iterating, and champion both your B2B and B2C users, your product can transcend the darkness and become the beacon of excellence everyone’s been dying to find. Let the story continue…in your roadmap, your product updates, and your marketing campaigns. For in the world of B2B2C product management, each new scare is just another chapter waiting to be conquered. K bye. 36. Bonus Point: Embrace the Triad of Co-Elevation 36. Bonus Point: Embrace the Triad of Co-Elevation Triad of Co-Elevation You’re not just building a product. You’re architecting a delicate triangle of value: (1) your business, (2) your client’s business, and (3) their end consumer. (1) your business, (2) your client’s business, and (3) their end consumer. The unobvious, life-altering insight is that each corner of this triangle must elevate the others simultaneously . simultaneously Don’t just solve for your direct B2B partner, and don’t just dazzle the B2C user on the front end— co-elevate all three . co-elevate all three The moment your product effortlessly balances these parallel needs, you unlock a new gravitational force: **the pull of aligned incentives. It’s not about quick hacks or short-term metrics; it’s about designing every click, every transition, and every data pathway to serve everyone in the chain in one sweeping motion. As a B2B2C Product Manager, your holy grail is the synergy ( ew, I unironically used a buzzword ) that makes the success of each party feed back into the other. synergy synergy ew, I unironically used a buzzword When that synergy (ew) hits, your product turns from a transactional tool into an irreplaceable engine of momentum—carrying your partners, their customers, and your own business upward in one unstoppable climb. synergy synergy (ew) That’s the difference between just another platform and a transformative powerhouse with the potential to define an entire market. And if You Haven’t Caught on By Now: Sleepy is the B2B2C SaaS platform Sleepy is the B2B2C SaaS platform Sleepy Angry is the B2B customer Angry is the B2B customer Angry Hungry is the B2C end-user Hungry is the B2C end-user Hungry K. Bye for real.