Growing small and medium businesses embrace the digital-first world

71% of SMBs say their customers expect online transactions
The latest Small and Medium Business Trends report, based on the responses of 2,534 small and medium business (SMB) owners in North America, Latin America, South America, Europe, and Asia Pacific, reveals that SMBs are embracing technology, to increase productivity, agility, and data security. (The survey was conducted by The Harris Poll on behalf of Salesforce between June 21 and July 12.)
India scenario
  • Communities and governments step up: 62% of SMBs in India say financial support from their community has been vital to their business’ survival
  • Customer and employee engagement: Post-pandemic, 59% of SMBs in India have expanded ways customers can reach them
  • SMBs embrace the digital-first world: In India, 99% of SMBs plan to offer contactless services permanently, leading with secure digital payments (78%), mobile orders (68%) and digital customer service (62%)
Employee engagement
  • Nearly one in five SMBs furloughed employees during the pandemic, but nearly half of those (49%) have rehired those they furloughed
  • More than two in five SMBs have provided flexible working arrangements during the pandemic


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