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Industry Research : Salesforce Releases ‘2016 Connected Small Business Report'

#contactcenterworld, @salesforce

Salesforce (NYSE: CRM), a Customer Success Platform and CRM company, released its "2016 Connected Small Business Report," surveying more than 300 small business owners in the United States to better understand the role technology plays in their organizations and how they sell, service and market to their customers.

Today’s small business owners have limited time and resources and wear many hats, from founder, to sales lead, to head of IT. Because of this, they often get stuck in day-to-day activities and fail to look at how to strategically apply technology to address tomorrow’s opportunities—whether it is their customers migrating to mobile devices or the emergence of big data as a potential asset for their businesses. As a result, many small businesses end up with multiple, one-off technology solutions that don’t communicate with one another or grow and scale with them.

The study was conducted online by Harris Poll on behalf of Salesforce, Nov. 17-28, 2016.

Key Report Findings

- The majority of small business owners are responsible for their companies’ technology buying decisions—and they are price sensitive.

- More than 80% of small businesses (83%) do not have an IT staff; and 73% of small business owners are responsible for purchasing technology for their businesses.

- For small business owners, the most important factors in purchasing technology include price (74%), convenience (43%) and compatibility with their current infrastructure (37%).

- Technology accounts for 15% of small business owners’ annual budgets on average, mostly going toward hardware (46%) and financial software (33%), such as accounting packages.

- Most small business owners still rely on outdated tools and processes when it comes to connecting with their customers.

- For tracking customer information, small business owners primarily use email (44%) and spreadsheets (41%)—and the numbers are similar for managing sales opportunities.

- For customer service, more than half of small business owners (51%) make direct phone calls to customers, followed by direct emails (47%) and social media (32%).

- Interestingly, there is a sizeable percentage of small businesses (21%) that do not use any technology to sell to their customers.

- Newer technologies, such as business process automation, analytics and artificial intelligence (AI), are still nascent at small businesses.

-Less than half of small business owners (49%) are taking advantage of business process automation—primarily automated billing and finance (69%).

- Only 21% of small business owners are using business analytics or business intelligence software to measure their businesses.

- Despite the hype around AI, 61% of small business owners said their businesses are not ready, citing it is too complex for what they need.

- While the economy is a concern, small business owners would still be likely to start a business in today’s climate.

- Not having enough time in the day (35%) and the impact of the economy (34%) are among the top business-related issues small business owners face.

- However, nearly 3 in 5 small business owners (58%) say they would still be likely to start a business in today’s economic climate, and 75% of small business owners believe their city is a good place to start a business.

Comment on the News
"While small businesses are optimistic about the economy and cities where they work, this study shows there are huge opportunities for them to leverage technology to supercharge their businesses," said Jamie Domenici, VP small business marketing, Salesforce. "There is a common misconception that CRM, automation and other technologies are too complex for small businesses, but in fact, they’re easier to use than ever and can help them work smarter, save time and connect with their customers in new ways."

This survey was conducted online within the United States by Harris Poll on behalf of Salesforce, Nov. 17-28, 2016, among 304 small business owners in the U.S. with less than 100 employees and less than $1 billion in annual revenue. Data were weighted by number of employees to bring them in line with their actual proportions. This online survey is not based on a probability sample and therefore no estimate of theoretical sampling error can be calculated. 

#contactcenterworld, @salesforce

Posted by Veronica Silva Cusi, news correspondent 
Source: Salesforce

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Published: Thursday, December 1, 2016

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2021 Buyers Guide Recruitment Products/Services


HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.
PH: 612-817-4090

Orion Learning Services Inc.

Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?

Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.

If you're looking to find the candidate/individual with the highest potential, call Orion today!
PH: 1-416-992-5158


VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.
PH: 0217991445

SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)
PH: +44 1983 303011

TactiCall Recruitment Services

TactiCall Recruitment Services
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Temporary / Labour Hire / Contingent and Contract Hire
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PH: 07 3831 6333

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