Going digital helped thousands of SMBs survive the pandemic

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The pandemic could be dire for many small businesses in the short term, but a new report has shown that even though businesses were forced to make many changes to their day-to-day operations, these changes will last for years to come. Will bring benefits

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A new paper from Salesforce, based on a survey of 2,534 SMB owners and leaders in North America, South America, Europe and Asia Pacific, found that businesses embrace new technologies and new ways of thinking that show a lot of promise for the future. Huh.

A majority (56%) said their business could not survive the pandemic by using technology from a decade ago, while an even larger percentage (65%) said that the operational changes they have made in the past year have allowed them to survive the pandemic for a long time. Benefit over time – period.

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Most businesses moved at least a part of their operations online in the past year. With this in mind, they shifted their focus to customer experiences, 42% are now more mindful about how they interact with their customers, and a quarter of them said they are more flexible went.

government support

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For some, the pandemic was an opportunity to experiment with contactless services and – as a result – nearly two-thirds (62%) would offer them permanently.

Secure digital payments, digital customer services, mobile ordering and click-and-collect delivery are not as popular.

The government also played a key factor in the pandemic’s survival, the report said, adding that a quarter (27%) of SMBs received “significant” financial support from the community.

“SMBs are the lifeblood of the UK economy, and while the past year has presented enormous challenges and impacted businesses of all sizes, small, medium and growing business leaders remain innovators as they scale their businesses with speed and agility. adapt and pivot,” he said. Brigid Charment, Head of UK Small and Medium Business at Salesforce.

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