I'd say yes - with B2B too although the sales pitch is different. You're usually dealing with somebody a couple of levels removed from the person using the prod

I'd say yes - with B2B too although the sales pitch is different. You're usually dealing with somebody a couple of levels removed from the person using the product, and the usability benefits need to be emphasised more clearly - since they generally don't encounter the consequences of a bad user experience themselves. A usable system is generally a more efficient system. More efficient systems save you money. Cut a couple of seconds of each interaction a telephone operator makes on the support lines of a major international and you've saved them a hundred grand every year. There are examples out there like IBMs Intranet revamp http://www.intranetjournal.com/articles/200209/ij_09_25_02a.html http://www.intranetjournal.com/articles/200209/ij_09_25_02a.... or the Australian Defence Organisation e-learning setup http://www.computerworld.com/s/article/9030669/Mission_Education?taxonomyId=18&pageNumber=1 http://www.computerworld.com/s/article/9030669/Mission_Educa.... You might also find "Cost-justifying usability" http://books.google.co.uk/books?id=kDVgsGgkF4cC&dq=roi+usability+book http://books.google.co.uk/books?id=kDVgsGgkF4cC&dq=roi+u... a interesting read. (Also - as others have commented fewer features / simplicity and usability are somewhat orthogonal issues. You can have a terrible experience with a small/simple interface. You can have a great experience with a large/complex interface. Depends on the user, the task and the goals.)