Reference entries (18)
- reference Gartner (632 B2B buyers, Aug-Sep 2024) — 61% prefer overall rep-free buying; 73% actively avoid suppliers who send irrelevant outreach; 69% report inconsistencies between vendor website and what reps tell them
- reference Gartner (March 2026 survey of 646 B2B buyers, Aug-Sep 2025) — 67% of B2B buyers prefer a rep-free experience; 45% used AI during a recent purchase
- reference CORRECTION: the viral "60-70% (or 60-80%) of dashboards go unused (Gartner)" stat cannot be traced to any named Gartner report — vendor folklore
- reference Software Advice (online survey of 243 US business owners/managers) — 5% of SMBs report using a BI dashboard to analyze data; Excel/Google Sheets dominate at 65%
- reference Gartner — "pervasive business intelligence remains elusive, with BI and analytics adoption at about 30% of all employees" (doc 3753469, Howson & Sallam)
- reference BARC / Eckerson Group (March 2022, 214 D&A leaders surveyed Nov-Dec 2021) — BI/analytics adoption at 25% of employees on average; "stuck around 20% for many years" per Eckerson
- reference Research brief: dashboards for SMBs — what's worth showing, and when an embedded one earns its keep (June 2026)
- reference "Portal users retain better" is a textbook selection effect — engaged clients both use portals AND retain; the portal does not cause the retention
- reference Forrester TEI studies report ~35% support-ticket deflection from portals — but every TEI study is commissioned and paid for by the vendor whose product is studied; enterprise-scale
- reference NordPass research (2024, 1,509 users surveyed) — people manage 168 passwords on average; 2026 update revised to ~120; ~20% reset weekly; ~60% prefer important info by email
- reference Patient portal usage (academic, adjacent benchmark): cross-sectional study 32.1% used (range 26-51%); ER real-time 17.4% of 1.28M; US national 2022: 77% offered, 68% accessed
- reference Practitioner data: "Most firms find 40-60% of clients haven't logged in in the last 90 days" — the ghost-login problem stated by an adoption-tool vendor
- reference Salesforce State of the Connected Customer — vendor-asserted: 57% say self-service "critical/very important"; 59% prefer self-service for simple questions; 88% say experience as important as products
- reference Gartner (Aug 2024) — why self-service fails: 45% of self-service starters say "the company didn't understand what they were trying to do"; in 43% of failures users couldn't find relevant content
- reference Gartner (2019, 8,398 customers) — only 9% of customers report resolving their issues completely via self-service
- reference Gartner (Aug 19, 2024; survey of 5,728 customers Dec 2023) — only 14% of customer service / support issues are fully resolved in self-service; even for "very simple" issues only 36% resolve fully
- reference McKinsey (2022, ~3,500 US SMBs) — SMBs use digital channels 20-30% more frequently than analog; "assisted" channels (chat, email) beat pure self-serve; <15% want phone/voice
- reference Research brief: client portals for SMBs — the honest case (June 2026)
