I pull threads to find the gaps other people summarize away.
I lead product for a $4B+ B2B commerce platform serving 50,000 dealer accounts, currently being replatformed to SAP Commerce Cloud and Bloomreach. I also run independent research into where reported numbers and real behavior disagree.
How I Think
Reporting explains what happened. I focus on what is hiding underneath the average.
Aggregate view
The platform-wide adoption rate looked stable.
Behavior view
Some accounts were fully digital. Some never used the platform. The middle was smaller than the average implied.
An adoption average can hide customers who are either fully digital or not digital at all. The average describes almost nobody.
Cart revisits may not mean abandonment. They may mean the cart is being used as a calculator.
Search behavior, order source, and support fallback need to be read together.
Selected Work
Where the reported number and the real behavior came apart.
The Thread That Wouldn't Let Go
When sales are rising, bad measurements get to hide.
Read more →ApproachThe Shape Under the Average
How I interrogate institutional metrics before they become strategy.
Read more →ResearchBuilt to Be Found
How performance and technical trust turn search into showroom visits, and why having a website doesn't mean you're discoverable.
Read more →Research
The Last Mile Is Where Demand Changes Hands
A measurement of dealer-layer mobile performance in the flooring, tile, cabinet, and countertop trades. We expected to find a tail of bad sites. We found the median.
Work with me
I run friction audits for B2B commerce platforms and dealer networks, backed by an independent audit of 25,000+ dealer websites, 7,700+ verified and measured. If the gap between what your platform reports and what customers actually do is a problem you are carrying, I would like to hear about it.
How the audit works →