2022-02-16-SalesForce-2021_数字化趋势报告_30页_3mb

Salesforce SMB Trends Report Summary

1. Executive Summary

• SMBs have navigated through significant changes during the pandemic.
• Community and government support played a vital role in business survival.
• Technology adoption has accelerated as a primary growth strategy.
• Many long-term operational shifts are planned to be permanent, especially in customer service and work arrangements.

2. Key Findings

2.1 Importance of Community/Government Support

• Two-thirds of SMB leaders claim community and government aid were important for survival.
• Businesses in retail and consumer goods sectors heavily relied on external support.
• Black- and Latinx-led businesses in the U.S. particularly benefited from financial aid.

2.2 Human Resources Adjustments

• One-fifth of SMBs furloughed employees, with nearly half rehiring afterward.
• Flexible working arrangements were implemented significantly due to pandemic-related changes.

2.3 Customer Engagement

• 71% of SMBs now offer e-commerce options as customer expectations increased.
• Contactless services are planned to be permanently adopted (96% plan to keep them).

2.4 Technological Adoption & Growth

• 83% of SMBs have moved some operations online since August 2020.
• Growing SMBs accelerated technology investments to increase productivity, agility, and security.
• Customer service and email marketing tools saw high adoption rates, while CRM systems are used by 67% of growing SMBs.

2.5 Long-Term Changes & Challenges

• Three-quarters of SMB leaders believe changes made during the pandemic will benefit them long-term.
• Challenges include personalizing interactions and maintaining consistent data security.

3. Methodology

• Data Collection: Global survey of 2,534 SMB owners and leaders, conducted by The Harris Poll between June 21 and July 12, 2021.
• Regions Covered: North America, Latin America, South America, Europe, and Asia Pacific.
• Demographics: Businesses with 2–200 employees & revenue under $1B. Respondents were aged 18+.

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End of Summary