State of the state


Salesforce digital SMBs

Annual research

Digital opportunities for today’s small business

Making the most of new technology


This report investigates the general competitive landscape, sales, marketing and technology, and customer service operations of SMBs.

It finds that some things have remained consistent for small businesses, such as the perceived benefits of digital technology and the main factors affecting business operations. On the other hand, there are also some shifts – digital is having a faster than expected impact both in sales and customer interactions and in this evolving digital environment, a decision not to upgrade may effectively be a decision to fall behind.

The report considers the current situation for SMBs and the potential benefits of upgrading their sales, marketing and customer service systems.

Digital opportunities for today’s small business
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