Small Business Trends - Insights from small businesses worldwide on driving impact with data, CRM, and AI

This report focuses on three topics that are of strategic importance for small- and medium-sized businesses (SMBs) today:

Unified data
How can today’s SMBs truly know their customers? By creating a unified view of data across the entire business, SMBs gain insights about customers while positioning themselves for an AI-powered future.

Customer experience
SMBs have identified customer experience as an important aspect to finding, winning, and keeping customers for the long haul. Our research suggests that SMBs are prioritizing CRM to create the great experiences their customers want in marketing, sales, and service.

Artificial intelligence (AI)
SMBs are using AI to streamline tasks, provide personalized experiences, accelerate workflows, and differentiate themselves in the marketplace. Done with a human element and a commitment to ethics and transparency, SMBs can implement AI in a way that prioritizes customer trust.