Disclaimer: All statistics mentioned in this article are sourced from the 6th edition of Salesforce’s Small and Medium Business Trends Report.
Every year, lots of small and medium businesses (SMBs) start with high hopes of making it in a tough market, despite facing many challenges. And, every year, we are here at Salesforce helping them stay up to date with the latest trends. It’s one of our favorite things to do — support small businesses.
We surveyed 3,350 small business leaders worldwide to learn insights on technology, AI, and the future of business. The Sixth Edition Small and Medium Business Trends Report results were very clear — technology is advancing rapidly. In fact, 76% of small businesses that are jumping on tech trends are growing. It’s a clear sign that artificial intelligence (AI)-powered technology is key to small business success. We’re going to tackle the key takeaways of the report, plus some tips and strategies for you to stay ahead.
What we’ll cover:
- The future of small business is looking bright
- Top 5 trends contributing to small business success
- Final thoughts on small business trends
The future of small business is looking bright
The SMB Trends report shows that small businesses are thriving, not just surviving. In fact, 81% of SMB leaders feel good about the future. Small businesses are increasingly turning to AI, data management, and CRM tools to improve efficiency and enhance customer experiences — which means time is back in their pockets. These tools help improve customer experiences and make daily operations run more smoothly.
Top 5 trends contributing to small business success
Small businesses and startups are focused on getting new customers and improving the customer experience. Our research shows that growing SMBs put customer satisfaction first, and this means investing in AI-backed technology to meet their expectations. On the other hand, stagnant or declining businesses are cutting costs and focusing only on getting new customers. This shows that keeping customers happy and upgrading your tools with AI is key to growth.
Start with SMB Basics
1. SMB customer service confidence is rising
Small businesses are using AI customer relationship management (CRM) tools to improve how they connect with customers. At the same time, they’re using integrated tech solutions to make their operations smoother. With 54% of SMB leaders feeling confident they can adapt to market changes, these businesses are ready to respond quickly to customer needs and new opportunities.
This shows that small businesses are using AI-backed CRMs to improve customer connections and stay ready for new opportunities.
The takeaway: focus on customer experience and invest in AI-powered technology. Staying up-to-date with automation helps SMBs boost efficiency, strengthen customer relationships, and compete — even with bigger companies.
2. AI-backed tech investments matter
Investments in technology are at the very heart of small business growth. According to our latest report, 76% of SMBs that increased their tech spending over the past year show a solid commitment. They are using digital tools to simplify tasks. These tools help them connect with customers and stay strong in an increasingly digital world. We found that SMBs are investing in digital marketing, AI-assisted sales, and chatbots for customer service — all powered by AI intelligence.
This shows that investing in AI now will further your goals as an SMB owner for larger ROI in the future.
The takeaway: To drive growth, small businesses are prioritizing tech investments and putting the money upfront because they’re seeing results. By using digital tools to streamline tasks, and engage customers, they are winning in in the digital landscape. Key investment areas include digital marketing, AI-assisted sales, and chatbots for customer service.
3. Key technologies fueling growth
While CRM is a key player in tech investments, small businesses are also exploring cloud computing, ecommerce platforms, and cybersecurity. These technologies help SMBs grow and stay flexible in meeting customer needs. In fact, 73% of SMB leaders believe their tech investments help them keep up with or even outpace competitors.
If you still think AI is just for big business, think again. AI has become the secret sauce for small businesses looking to level up. According to Salesforce’s report, 75% of SMBs are investing in AI, and 78% of SMB leaders believe it will be a game-changer for their businesses. That’s right, AI is no longer optional; it’s essential.
This shows that SMBs are investing in technologies like CRM, cloud computing, and cybersecurity to stay ahead and meet customer needs better.
The takeaway: investing in technology is crucial for daily operations and long-term success. By choosing scalable solutions that fit well with their existing tools, SMBs can set themselves up for success.
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4. AI is providing a competitive advantage
AI isn’t just about making things easier; it’s about working smarter. It helps small businesses predict customer behavior. This way, they can fine-tune their marketing strategies and manage inventory better. Tools like Salesforce’s AI CRM make it simple to use predictive analytics. This means you can anticipate customer needs before they even know what they want. It’s like having a superpower for your business.
This shows that AI is essential for running a more efficient business.
The takeaway: For small businesses, embracing AI levels the playing field against larger competitors. By integrating these smart tools into your operations, you can offer experiences that rival those of bigger companies. Plus, you’ll build customer loyalty along the way.
5. A new priority for SMBs is data management
Today’s customers expect businesses to get them. Effective data management is crucial for SMBs that want to make informed decisions and deliver personalized experiences. As data volumes grow, small businesses realize they need to invest in tools that help them organize, secure, and analyze this data.
66% of SMBs are increasing their investment in data management. This reflects a growing understanding of how important data is for driving growth. If you’re not using a CRM to keep all your data in one place, you might be missing out on valuable insights.
SMBs are prioritizing data quality and security, particularly as they adopt AI and other data-driven tools. But managing data isn’t without its challenges. Many SMBs face issues with data silos, which can lead to fragmented insights. With 66% of small businesses investing more in data management, the focus is on breaking down silos and building integrated systems.
SMBs can help centralize customer data, making it easy for teams to access and use. This boosts customer interactions and gives businesses the insights they need to fine-tune their strategies. This shows that by embracing CRM, AI, and data strategies, SMBs can stay competitive and build lasting customer relationships.
The takeaway: Having clean and organized data is like having a crystal-clear roadmap, you see the path ahead without distractions. It helps SMBs make smarter decisions, spot trends, and react quickly to changes. By using CRM and AI for data management, small businesses can streamline operations and position themselves for growth.
Put this data into action
Get the latest insights from over 3,300 leaders in the latest edition of the Small and Medium Business Trends Report by Salesforce.
Get more small business trends
This is not even one third of the insightful tips in the Sixth Edition Small and Medium Trends Report. Get your free download, and put this data into action.
And we’ve got your complete small business suite set up, any time you’re ready. By using CRM, data, and AI, small businesses can follow the best trends and connect better with customers. And we’re here to get you started. Salesforce Starter for small businesses is your all-in-one suite for sales, marketing, commerce, and data. And now you can use AI to move your business forward. With these powerful tools in hand, the future looks bright.
