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Techaisle Blog

Insightful research, flexible data, and deep analysis by a global SMB IT Market Research and Industry Analyst organization dedicated to tracking the Future of SMBs and Channels.

2020 Top 10 SMB and Midmarket business issues-challenges-priorities

Techaisle has released its annual research infographics on top 10 IT priorities, business issues and IT challenges of SMBs (1-999 employees), midmarket firms (100-999 employees) and small businesses (1-99 employees) for 2020. In its detailed SMB survey Techaisle investigated 27 different technology areas and several technology sub-categories, 25 different IT challenges and 24 different business issues. This is the 10th year of Techaisle’s annual survey research initiative that probes for top business issues, IT priorities and IT challenges. Tracking history provides a fascinating evolution in which new business goals drive new IT priorities and uncover challenges that must be addressed to enable progress on business objectives. Primary research was conducted among senior IT and business decision makers from Techaisle network of 1.8M B2B IT professionals spread across 30+ countries.

WW SMBs are expected to spend US$1 trillion on IT in 2028, growing at a faster rate than the enterprise segment. Innovation is increasingly becoming a line-item of IT budgets. 40% of midmarket firms and 15% of small businesses are carving out budgets specifically for technology-driven innovation. But there is a flip-side as well. Within 47% of small businesses and 22% of midmarket firms, IT is not expected to actively drive innovation. As data suggest, nearly half of the SMBs assert that either they do not have the right IT skills or not enough IT staff. However, data does show that move to pay-as-you-use/consumption-based financing is likely to reach an irreversible trend with 14% of SMBs either currently using or planning for it. But a mass-move to only OPEX-based technology acquisitions is still in distant future with 30% of SMBs still preferring a mix of CAPEX and OPEX.

2020 top10 smb it priorities business issues techaisle infographics blog

Download 2020 SMB infographic here

For 2020, data shows that for the first-time customer experience has appeared within the top 5 challenges being faced by IT within SMBs which has a direct correlation to the top business issue of attracting and retaining customers. A direct result of the new challenge and focus is in the increase in plans for adopting integrated CRM and customer service solutions (in some cases replacing one brand of CRM with another), acceleration in use of artificial intelligence and analytics. A small business CEO of a manufacturing firm told Techaisle, “we are planning to purchase more cloud-based applications to save time and effort. See being a start-up, currently we do not use many cloud applications and we know that there are requests from our sales and HR department to purchase additional cloud applications. Right now, we are not using any cloud application for customer service and for evaluating our progress, growth and tackle pain point of our business, we need to be more connected to our consumers. So, we are trying to purchase a cloud application like Salesforce or Zoho that can enable us connect with our consumers for feedback and registering customer support / complaints”.

For small businesses, upgrading to digital marketing and utilizing social media is among the top 10 IT challenges. These small businesses are not only experimenting themselves but seeking external assistance in how best to use major digital platforms like Google and LinkedIn to make their customers aware of the services and products that they have to offer. They are also hoping that such initiatives may help them get valuable feedback from their customers.

Security is not only the biggest IT challenge but it is also a key top priority in every region and across all employee size segments. As one SMB CIO told Techaisle, “security has been our biggest concern. The more we try to deploy latest technologies and software hackers always find new ways to breach. So, we are hiring more experts in our cyber security team and we are evaluating more vendors to have the best software and tools for security”. In fact, US survey data shows that 3% of small businesses and 94% of midmarket firms have employed IT security specialists within their organizations. If data from 1-19 employee size segment is excluded, then the percent of small businesses with full-time cybersecurity staff increases to 25% within 20-49 segment and 57% with 50-99 employee segment. The data is no different in Europe and Asia/Pacific, in fact, the percentages are higher in Europe. A small business IT director in Germany told Techaisle “as our company grows and evolves, security concerns are increasing. There are increasing number of cyber risks and we have plans to implement new security solutions, amending policies and hiring additional security professionals for protecting our organization from any cyber breaches or threats”.

Controlling IT costs, although number nine on the top 10 list is a challenge for SMBs. IT is known to be kinetic, complex and risky and costs can spiral out of control rapidly or SMBs are unable to realize the ROI of the investment in the shortest time. Most SMBs find controlling cost to be a major challenged because there have been situations where their spend was higher than budget allocation resulted in losses. Therefore, SMBs are becoming better on their budget forecasts and moving towards cloud eliminating Capex.

Accelerating cloud adoption is a given but there is a new initiative to consolidate IT workloads. A Vice President of IT in Asia/Pacific elaborated on this topic, “we have a lot of IT workloads that is spread over public and private cloud. It is very important for us to have our data consolidated at a single place that would be a private cloud so that only our internal team has access to it and no one else could access the data without our permission. We have plans to work on private cloud provided by Microsoft Azure and AWS”. There are many other SMBs and midmarket firms who have tasked their IT departments to research and add new cloud technologies based on business requirements.

Hyperconverged Infrastructure (HCI) has moved up in its list of IT priorities driven by the promise of agility, reduced costs, scalability and centralized management. SMBs and midmarket firms are showing their preference for VMware, Cisco and Nutanix HCI offerings.

Cloud-managed SD-WAN service is a new top 10 IT priority for midmarket firms because of faster deployment, optimization of WAN bandwidth and improved operational efficiency due to automation and self-provisioning.

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Salesforce for SMBs – The Power of Sales and Service Together on One Platform

My days of being critical of Salesforce and their SMB strategy are over. With the introduction of Sales Cloud Essentials and Service Cloud Essentials, Salesforce has once again become relevant for SMBs, especially for the very small (1-19 employees) and overall small business (1-99 employees) segments. For an SMB, CRM is not only – or even primarily – a system used to manage pursuit of new accounts. The most common use of CRM is as a means of organizing customer services. Techaisle SMB & midmarket survey shows:

  • 18% of micro businesses (1-9 employees) are using a cloud CRM solution
  • Cloud CRM usage within small businesses has increased by 31% in the last 1 year
  • 40% of small businesses are planning to use a cloud CRM solution in the next 1 year
  • 15% of micro businesses (1-9 employees) are using a cloud Customer services solution
  • Cloud Customer Services usage within small businesses has increased by 15% in the last 1 year
  • 49% of small businesses are planning to use a Customer services solution in the next 1 year
  • 73% of very small businesses (1-19 employees) using CRM are also using Customer services
  • 56% of very small businesses (1-19 employees) using Customer services are also using CRM

Sales & Service together for better customer relationship management

Small businesses often struggle with processes around customer relationship management – maintaining contact with past buyers, preparing for renewals or new product upgrades, informing them of service releases, etc. – and a CRM system provides a central means of scheduling and tracking these activities with/for each customer.

The improved visibility resulting from cloud-based sales and marketing automation systems has in turn illuminated the need for a better-integrated customer management and support processes. This insight is prompting increased investment in systems automating customer support tasks.

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2018 Top 10 SMB and Midmarket Business Issues and IT Challenges and IT Priorities

They are here - Techaisle's annual SMB and Midmarket Top 10 IT Priorities, IT Challenges and Business Issues infographics. This is the 7th year of Techaisle tracking at a WW level and is much sought after by IT vendors, channels and media. There is an ongoing trend – in both the buy-side and supplier communities – towards positioning IT initiatives and expenditures in a business context.

To help readers connect positioning with core market drivers, Techaisle research provides insight into the most pressing business issues, IT priorities and IT challenges faced by small (1-99 employees) and midmarket (100-999 employees) businesses in 2018.

For 2018, Techaisle investigated 21 different technology areas, each with several sub-technology categories, 24 different IT challenges and 24 different business issues. At the request of our clients, this year, not only are we releasing data & infographics (shown below) as usual for SMBs (1-999 employee segment), Midmarket (100-999 employee segment) but also for Small businesses (1-99 employee segment).

In 2018, the new and upcoming IT Priorities within SMBs are Virtual Reality (VR)/Augmented Reality (AR) and Hyperconverged infrastructure (HCI). Within midmarket firms, Artificial Intelligence (AI) appears for the first time for 2018. Workplace transformation is one of the new top IT challenges for SMBs – number 1 on the list for midmarket firms and overall at number six across all SMBs. This obviously points to a need for unified workspace experience. In addition, Cloud orchestration and integration are among the top five key IT challenges for both SMBs and midmarket firms.

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Techaisle survey shows Customer-focused Cloud applications top SMB SaaS list

The data contained in Techaisle’s recent detailed survey, US SMB & Midmarket SaaS Adoption Trends, covering over 2500 responses, with a margin of error of +/- 1.94% at 95% confidence level, paints a fascinating picture of the sea change that is occurring within SMBs, and which is reflected in SaaS adoption patterns.

Techaisle was the first to highlight and has very well documented the role of SaaS as a deepening force within SMBs. Latest survey builds on the argument and shows that Customer-focused SaaS applications are at the top of the SMB SaaS list with 76% of US SMBs planning to adopt one or more customer cloud applications in the next one year. This is line with the four pillars of midmarket digital transformation identified by Techaisle. Customer intimacy is one of the pillars.

The vision of customer-centric business has long been beyond most organizations’ operational capabilities (hence, customer segments rather than customer activities), but with increased data/intelligence and the vastly lower cost of processing, storage and applications afforded by cloud, it is becoming more attainable.

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