{"id":1399,"date":"2022-09-22T19:48:00","date_gmt":"2023-06-06T19:48:31","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=1399"},"modified":"2023-07-11T03:51:33","modified_gmt":"2023-07-11T03:51:33","slug":"smbs-digital-growth-mindset","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/ap\/blog\/smbs-digital-growth-mindset\/","title":{"rendered":"How a Digital-First Mindset Can Power Small and Medium Business Growth"},"content":{"rendered":"\n

A digital-first mindset can make your business more efficient, productive, and customer focused. More than 95% of companies that have digitally transformed their business with Salesforce have met or exceeded their ROI expectations. <\/i><\/p>\n\n\n\n

In this article, Regional Vice President, ASEAN SMB, Thomas Lim explains how a digital-first mindset can help you grow your business, reduce costs, and delight your customers.<\/i><\/p>\n\n\n\n

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What does digital-first mean? <\/span> <\/h2>\n\n\n\n

\u2018Digital-first\u2019 is a phrase that you might hear a lot, but what does it really mean? <\/p>\n\n\n\n

For me, it means two things: <\/p>\n\n\n\n

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  1. Offering a digital experience to your customers<\/b><\/li>\n<\/ol>\n\n\n\n

    Finding ways to provide your products and services to your customers on digital channels helps you gain a competitive advantage, especially post-Covid. More and more customers want to find products, make their purchases, and receive follow-up service, all online. You have to be able to do business on the channels that your customers are using, while also providing a seamless experience.<\/p>\n\n\n\n

    2. Digitalise your processes and operations<\/b><\/p>\n\n\n\n

    The second part is not customer facing. It\u2019s the digitalisation of your processes and operations. It covers internal processes \u2014 the operations you go through to make your work happen. It also encompasses aspects of employee experience. Your customers probably won\u2019t see these processes, but they\u2019ll make your employees\u2019 lives easier<\/a>. Also, digital processes can help you scale your business in an efficient and effective way.\u00a0<\/p>\n\n\n\n

    Think of a coin: one side is the customer-facing product and experience. The other side is the tools and processes you use to provide this service. One is powering the other.<\/p>\n\n\n\n

    Of course, it\u2019s important that it\u2019s the same coin \u2014 you don\u2019t want misaligned faces that rub up against each other and cause friction.<\/p>\n\n\n\n

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    \u201c<\/span>The biggest brands of all time are built in a digital environment, and many pair excellent products with digital distribution. We want to make our customer journeys highly personalised and Salesforce is enabling that for us. We are now building our internal processes on the platform and it\u2019s really becoming the backbone to our business.\u201d<\/p>\n\n\n\n