{"id":11754,"date":"2026-04-17T18:24:06","date_gmt":"2026-04-17T10:24:06","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=11754"},"modified":"2026-04-17T18:24:07","modified_gmt":"2026-04-17T10:24:07","slug":"digital-first-small-medium-business","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/ap\/blog\/digital-first-small-medium-business\/","title":{"rendered":"Digital-First Small Businesses Are Better Prepared For the Future: Here’s How"},"content":{"rendered":"\n

The digital age<\/a> is here, and it\u2019s transforming business faster than ever. To keep up, you may need to rethink how you operate, sell, and engage with customers. Traditional ways may just not be enough anymore. While many businesses are taking a calculated approach to trying out new tech, those going all-in on digital are leading the way into the future.<\/p>\n\n\n\n

For growing businesses, this shift feels exciting and probably overwhelming. Adopting digital tools can open doors to new opportunities and it can also be tricky to know where to start. This guide will help you take your first steps toward becoming a digital-first business and prepare for whatever lies ahead.<\/p>\n\n\n\n

What is a digital-first business? <\/h2>\n\n\n\n

A digital-first business is one that uses technology to drive every aspect of its operations. From sales and marketing to customer service and product development, these businesses use digital tools to stay efficient and competitive.<\/p>\n\n\n\n

For small and medium-sized business (SMB)<\/a> owners, adopting a digital-first mindset means choosing technology that supports your growth. Being digital-first is an actionable mindset as much as a shift to a specific app or technology. For example, a digital-first business uses cloud-based tools<\/a> to manage its team, track inventory, and serve customers online. Everything from lead generation to financial transactions is handled digitally, increasing efficiencies and decreasing costs.<\/p>\n\n\n\n

5 key traits of a digital-first small business<\/h2>\n\n\n\n

1. Flexibility<\/strong><\/h3>\n\n\n\n

A digital-first business is built to handle sudden changes, like market changes or shifts in customer behaviour. You should have tools that let you work from anywhere and adjust your offerings or communication channels as needed.<\/p>\n\n\n\n

2. Omnichannel<\/strong><\/h3>\n\n\n\n

Customers today expect seamless experiences across every touchpoint, and they want to interact with your business on their terms. Whether it\u2019s social media, mobile apps, or ecommerce platforms<\/a>, you need to reach customers through the channels they prefer.<\/p>\n\n\n\n

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\n\t\t\tAgentforce for Small Business is Now Built Into Salesforce Suites\t\t<\/h4>\n\t<\/a>\n<\/div>\n\n<\/div>\n\n\n\n
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\n\t\t\tWhat is Agentforce for Small Business?\t\t<\/h4>\n\t<\/a>\n<\/div>\n\n\n\n
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3. Customer-centric<\/strong><\/h3>\n\n\n\n

At the end of the day, your business exists to serve its customers. A seamless experience<\/a> is what keeps them coming back. With the right tools, you can track customer preferences, respond faster, and create smoother interactions at every step.<\/p>\n\n\n\n

4. Data-driven<\/strong><\/h3>\n\n\n\n

A data-driven business uses customer insights to make informed decisions. Tracking customer behaviour<\/a> and sales trends helps you understand what works. This allows you to adjust your strategy and deliver better results.<\/p>\n\n\n\n

5. Integrated<\/strong><\/h3>\n\n\n\n

Digital transformation isn\u2019t just about getting new tools. You have to connect your systems so they work smoothly together. When your apps and processes share data, your business delivers greater value.<\/p>\n\n\n\n

Benefits of a digital-first business model<\/h2>\n\n\n\n

Adopting a digital-first approach allows you to build a more resilient business model. With remote and hybrid work, more people shopping online, and using social media to reach new customers, digital-first small businesses quickly adapted when doing business in person wasn\u2019t possible. <\/p>\n\n\n\n

As more small businesses move online<\/a>, a digital-first strategy keeps you relevant and helps you meet customer expectations. It also makes your work more efficiently. Digital tools can automate tasks, save time, and reduce errors, so you can focus on growing your business.<\/p>\n\n\n\n

This approach also improves the experience you offer your customers. You can provide personalised, 24\/7 service<\/a> that builds trust and loyalty. Plus, automating processes and streamlining workflows reduces operational costs, allowing you to use your resources more effectively.<\/p>\n\n\n\n

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Build a loyal customer base with smarter, faster service solutions<\/strong>.<\/h2>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t
\n\t\t\t\t\tTry it for free<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t
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Digital-first business strategies for scaling fast <\/h2>\n\n\n\n

Let\u2019s look at some practical strategies to help your small business adopt a digital-first approach.<\/p>\n\n\n\n

Get digital<\/h3>\n\n\n\n

Cloud-based technologies help small businesses grow without spending big on infrastructure. You can access important tools from anywhere, making remote work and team collaboration simple. It also keeps daily operations running smoothly.<\/p>\n\n\n\n

A great example of this is a customer relationship management (CRM)<\/a> platform. With a CRM for your small business<\/a>, you can track customer interactions, organise your sales pipeline, and send timely follow-ups. A CRM ensures that you never miss an opportunity,\u00a0 it centralises all your data, helps you build stronger relationships, and close deals faster\u00a0\u2014 all in the cloud.<\/p>\n\n\n\n

Using cloud-based tools also saves you money. You don\u2019t need costly servers or constant IT support. You can easily scale CRM as your business grows. As a result, you can add features or expand your operations without any hassle.<\/p>\n\n\n\n

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Kickstart your SMB with Starter Suite<\/h2>\n\t\t\t\t\t\t\t

See results from day one with a CRM designed for SMBs \u2014 the all-in-one suite for productivity. It all starts with Starter Suite.<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t

\n\t\t\t\t\tTry it for free<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t
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Build a digital presence<\/h3>\n\n\n\n

Your online presence is often the first thing customers notice about your business. A solid business foundation<\/a> makes it easier for people to find you and trust your brand. You need to create a professional website, stay active on social media, and keep your business details up-to-date on platforms like Google Business Profile<\/a>. These small steps can make a big difference in how customers see you.<\/p>\n\n\n\n

To stand out online, focus on search engine optimisation (SEO)<\/a>. SEO is the process of improving your website to rank higher on search engines like Google, making it easier for people to find you. SEO for small businesses<\/a> is a powerful, low-cost way to attract more traffic and grow your audience.\u00a0<\/p>\n\n\n\n

Additionally, you can use social media to engage with your audience<\/a> and share your brand story. Pair this with content marketing to establish your expertise. Blog posts, videos, and even newsletters can help you create a strong online presence that drives more people to choose your business.\u00a0<\/p>\n\n\n\n

Boost online sales with an ecommerce store<\/h3>\n\n\n\n

An ecommerce store, or a digital storefront<\/a> lets you meet customers where they are \u2014 online. Small businesses can set up online stores quickly using simple templates and tools. This means you don\u2019t need to start from scratch. For businesses that need more flexibility, platforms with composable storefronts let you mix and match features, so your store grows with your needs.<\/p>\n\n\n\n

A smooth shopping experience helps build trust with your customers. Personalised recommendations, multiple payment options, and easy checkout<\/a> make shopping faster and more enjoyable. Your customers will remember the convenience and keep coming back.<\/p>\n\n\n\n

With ecommerce expected to drive 54% of small business revenue<\/a> by 2025, having a digital storefront ensures your business can grow and succeed. Salesforce Starter<\/a> enables you to launch an ecommerce store that seamlessly integrates with your existing operations. Create a personalised and connected customer experience, positioning your business for long-term success.<\/p>\n\n\n\n


Create personalised customer experiences (online)<\/h3>\n\n\n\n

Personalised experiences are no longer optional \u2014 with customer expectations, they\u2019ve become mandatory. According to a McKinsey report, 71% of consumers expect companies to deliver personalised interactions<\/a>, and 76% become frustrated when this expectation is not met.\u00a0<\/p>\n\n\n\n

For small business marketing<\/a>, this means understanding what each customer wants and offering solutions that match their needs. The truth is, our data shows that 81% of customers want faster responses<\/a> as technology improves, and a whopping 73% look for more personalised experiences<\/a>. You have to show customers that you value them. Make sure to provide customised interactions at every stage of their customer journey.<\/p>\n\n\n\n

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What can you do with a CRM built to reach more prospects?<\/h2>\n\t\t\t\t\t\t\t

Automate your marketing campaigns with a CRM built to grow. It all starts with Starter Suite.<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t

\n\t\t\t\t\tFind out for free<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t
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Digital tools make this easier. For example, you can use CRM to organise customer data and track customer interactions. Automated tools can also recommend relevant solutions, send reminders about abandoned carts, or follow up after a sales inquiry. A personalised marketing approach<\/a> can turn casual buyers into loyal customers.<\/p>\n\n\n\n

Personalisation also makes customer service better. Quick, thoughtful support creates positive experiences. Small businesses can use artificial intelligence (AI)<\/a> or tools like a chatbot<\/a> for simple queries while the team focuses on complex issues. Combining technology with human touch allows you to keep customers happy and resolve cases efficiently.<\/p>\n\n\n

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This is a monumental shift \u2014 a technology transformation that will reshape how businesses operate, innovate, and bring new products and services to market.<\/p>\n<\/blockquote>\nAdam Evans, SVP Product, Salesforce AI Platform<\/span>\n