{"id":66639,"date":"2025-01-30T09:08:01","date_gmt":"2025-01-30T17:08:01","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=66639"},"modified":"2025-02-04T11:47:11","modified_gmt":"2025-02-04T00:47:11","slug":"digital-first-small-medium-business-2","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/au\/blog\/digital-first-small-medium-business-2\/","title":{"rendered":"Digital-First Small Businesses Are Better Prepared for the Future"},"content":{"rendered":"\n<p>The <a href=\"https:\/\/www.salesforce.com\/au\/digital-transformation\/\">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 systems and processes just may not be enough anymore. While many businesses are taking a calculated approach to trying out new technologies, those going all-in on digital from the start are leading the way into the future.<\/p>\n\n\n\n<p>For small businesses, this shift feels both exciting and overwhelming. On one hand, adopting digital tools can open doors to new opportunities. On the other, it can be tricky to know where to begin. Still, the numbers are hard to ignore \u2014 <a href=\"https:\/\/www.salesforce.com\/au\/form\/small-business\/smb-trends-6?d=701ed00000CkczSAAR&amp;nc=701ed00000CjY6lAAF\">71% of small businesses now say that adopting digital tools helped them survive<\/a> and grow through tough economies. 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<p><strong>What you\u2019ll learn:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"#h-what-is-a-digital-first-business-nbsp\">What is a digital-first business?<\/a><\/li>\n\n\n\n<li><a href=\"#h-benefits-of-a-digital-first-business-model\">Benefits of a digital-first business model<\/a><\/li>\n\n\n\n<li><a href=\"#h-digital-first-business-strategies-for-growing-your-small-business-nbsp\">Digital-first business strategies for growing your small business<\/a><\/li>\n\n\n\n<li><a href=\"#h-what-does-the-future-look-like-for-digital-first-smbs-nbsp\">What does the future look like for digital-first SMBs?<\/a><\/li>\n\n\n\n<li><a href=\"#h-jumpstart-your-journey-to-becoming-a-digital-first-business\">Jumpstart your journey to becoming a digital-first small business<\/a><\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-what-is-a-digital-first-business-nbsp\">What is a digital-first business?&nbsp;<\/h2>\n\n\n\n<p>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<p>For <a href=\"https:\/\/www.salesforce.com\/au\/small-business\/what-is-an-smb\/\">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 <a href=\"https:\/\/www.salesforce.com\/au\/platform\/cloud-computing\/\">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<div class=\"wp-block-group is-style-cluster-content-section-alt has-white-background-color has-background is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"alignfull wp-block-salesforce-blog-section-heading\">\n\t<h2 class=\"wp-block-salesforce-blog-section-heading__title\">\n\t\t\t\tStart with SMB Basics\t<\/h2>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-style-default is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:50%\">\n<div class=\"wp-block-group is-vertical is-layout-flex wp-container-core-group-is-layout-8cf370e7 wp-block-group-is-layout-flex\">\n<figure class=\"wp-block-image size-large is-resized\"><a href=\"https:\/\/www.salesforce.com\/resources\/research-reports\/smb-trends\/\" target=\"_blank\" rel=\" noopener\"><img loading=\"lazy\" decoding=\"async\" width=\"500\" height=\"281\" data-attachment-id=\"66214\" data-permalink=\"https:\/\/www.salesforce.com\/au\/blog\/small-business-trends-smb-research-3\/\" data-orig-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2020\/10\/small-business-trends-smb-research-1.jpg\" data-orig-size=\"500,281\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;1&quot;}\" data-image-title=\"small-business-trends-smb-research\" data-image-description=\"\" data-image-caption=\"\" data-medium-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2020\/10\/small-business-trends-smb-research-1.jpg?w=500\" data-large-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2020\/10\/small-business-trends-smb-research-1.jpg?w=500\" src=\"https:\/\/www.salesforce.com\/blog\/wp-content\/uploads\/sites\/2\/2020\/10\/small-business-trends-smb-research-1.jpg?w=500\" alt=\"Astro holds a Small and Medium Business Trends report\" class=\"wp-image-66214\" style=\"width:500px;height:auto\" srcset=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2020\/10\/small-business-trends-smb-research-1.jpg 500w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2020\/10\/small-business-trends-smb-research-1.jpg?w=150&amp;h=84 150w\" sizes=\"auto, (max-width: 500px) 100vw, 500px\" \/><\/a><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-small-and-medium-business-trends-report\"><a href=\"https:\/\/www.salesforce.com\/au\/form\/small-business\/smb-trends-6?d=701ed00000CkczSAAR&amp;nc=701ed00000CjY6lAAF\">Small and Medium Business Trends Report<\/a><\/h3>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:50%\">\n<div class=\"wp-block-group is-style-cluster-content-card is-content-justification-center is-nowrap is-layout-flex wp-container-core-group-is-layout-94bc23d7 wp-block-group-is-layout-flex\">\n<figure class=\"wp-block-image size-large is-resized\"><a href=\"https:\/\/www.salesforce.com\/blog\/ai-tools-for-small-business\/\" target=\"_blank\" rel=\" noopener\"><img loading=\"lazy\" decoding=\"async\" width=\"1500\" height=\"844\" data-attachment-id=\"66215\" data-permalink=\"https:\/\/www.salesforce.com\/au\/blog\/ai-tools-for-small-business\/ai-tools-for-smb\/\" data-orig-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2024\/10\/AI-Tools-for-SMB.png\" data-orig-size=\"1500,844\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;}\" data-image-title=\"AI Tools for SMB\" data-image-description=\"\" data-image-caption=\"&lt;p&gt;Choosing your AI tools for small business is easier with Salesforce. [Aleona Pollauf | Salesforce]&lt;\/p&gt;\n\" data-medium-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2024\/10\/AI-Tools-for-SMB.png?w=889\" data-large-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2024\/10\/AI-Tools-for-SMB.png?w=1500\" src=\"https:\/\/www.salesforce.com\/blog\/wp-content\/uploads\/sites\/2\/2024\/10\/AI-Tools-for-SMB.png?w=1500\" alt=\"Illustration showcasing artificial intelligence (AI) tools for small businesses.\" class=\"wp-image-66215\" style=\"width:178px;height:auto\" srcset=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2024\/10\/AI-Tools-for-SMB.png 1500w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2024\/10\/AI-Tools-for-SMB.png?w=889&amp;h=500 889w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2024\/10\/AI-Tools-for-SMB.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2024\/10\/AI-Tools-for-SMB.png?w=150&amp;h=84 150w\" sizes=\"auto, (max-width: 1500px) 100vw, 1500px\" \/><\/a><\/figure>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-ai-for-small-business-how-to-choose-your-tech-stack\"><a href=\"https:\/\/www.salesforce.com\/blog\/au\/ai-tools-for-small-business\/\">AI for Small Business: How to Choose Your Tech Stack<br><\/a><\/h4>\n<\/div>\n\n\n\n<div class=\"wp-block-group is-style-cluster-content-card is-content-justification-center is-nowrap is-layout-flex wp-container-core-group-is-layout-94bc23d7 wp-block-group-is-layout-flex\">\n<figure class=\"wp-block-image size-large is-resized\"><a href=\"https:\/\/www.salesforce.com\/form\/conf\/small-business\/ai-guide-for-smbs\/\" target=\"_blank\" rel=\" noopener\"><img decoding=\"async\" src=\"https:\/\/www.salesforce.com\/content\/dam\/web\/en_us\/www\/images\/form\/smb\/misc\/Form-page-768x432.png\" alt=\"\" style=\"width:183px;height:auto\"\/><\/a><\/figure>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-your-guide-to-ai-for-small-business\"><a href=\"https:\/\/www.salesforce.com\/au\/form\/conf\/small-business\/ai-guide-for-smbs\/\">Your Guide to AI for Small Business<\/a><\/h4>\n<\/div>\n\n\n\n<div class=\"wp-block-group is-style-cluster-content-card is-content-justification-center is-nowrap is-layout-flex wp-container-core-group-is-layout-94bc23d7 wp-block-group-is-layout-flex\">\n<figure class=\"wp-block-image size-large\"><a href=\"https:\/\/www.salesforce.com\/blog\/small-marketing-team-deliver-big-results\/\" target=\"_blank\" rel=\" noopener\"><img decoding=\"async\" src=\"https:\/\/www.salesforce.com\/blog\/wp-content\/uploads\/sites\/2\/2020\/10\/small-marketing-team-deliver-big-results.jpg?w=768&amp;h=432\" alt=\"\"\/><\/a><\/figure>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-5-small-business-marketing-tools-to-generate-more-leads\"><a href=\"https:\/\/www.salesforce.com\/au\/blog\/small-marketing-team-deliver-big-results\/\">5 Small Business Marketing Tools To Generate More Leads<\/a><\/h4>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<p>Here are the five key traits of a digital-first small business.&nbsp;<\/p>\n\n\n\n<p><strong>1. Flexibility:<\/strong> A digital-first business is built to handle sudden changes, like market changes or shifts in customer behavior. You should have tools that let you work from anywhere and adjust your offerings or communication channels as needed.<\/p>\n\n\n\n<p><strong>2. Omnichannel: <\/strong>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 <a href=\"https:\/\/www.salesforce.com\/au\/commerce\/what-is-ecommerce\/\">ecommerce platforms<\/a>, you need to reach customers through the channels they prefer.<\/p>\n\n\n\n<p><strong>3. Customer-centric:<\/strong> At the end of the day, your business exists to serve its customers. A <a href=\"https:\/\/www.salesforce.com\/small-business\/\">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<p><strong>4. Data-driven:<\/strong> A data-driven business uses customer insights to make informed decisions. Tracking customer behavior and sales trends helps you understand what works. This allows you to adjust your strategy and deliver better results.<\/p>\n\n\n\n<p><strong>5. Integrated:<\/strong> 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<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"What Customers Want and Expect from Companies in a Digital-First World | Salesforce\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/15dJ9uQ0Azg?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-benefits-of-a-digital-first-business-model\">Benefits of a digital-first business model<\/h2>\n\n\n\n<p>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.&nbsp;<\/p>\n\n\n\n<p>As more <a href=\"https:\/\/www.salesforce.com\/au\/small-business\/commerce\/\">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<p>This approach also improves the experience you offer your customers. You can provide <a href=\"https:\/\/www.salesforce.com\/au\/small-business\/service\/\">personalized, 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<h2 class=\"wp-block-heading\" id=\"h-digital-first-business-strategies-for-growing-your-small-business-nbsp\">Digital-first business strategies for growing your small business&nbsp;<\/h2>\n\n\n\n<p>Let\u2019s look at some practical strategies to help your small business adopt a digital-first approach.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-get-in-the-cloud\">Get in the cloud<\/h3>\n\n\n\n<p>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<p>A great example of this is a <a href=\"https:\/\/www.salesforce.com\/au\/crm\/what-is-crm\/\">customer relationship management (CRM)<\/a> platform. With a <a href=\"https:\/\/www.salesforce.com\/au\/crm\/crm-for-small-business\/\">CRM for your small business<\/a>, you can track customer interactions, organize your sales pipeline, and send timely follow-ups. A CRM ensures that you never miss an opportunity,\u00a0 it centralizes all your data, helps you build stronger relationships, and close deals faster\u00a0\u2014 all in the cloud.<\/p>\n\n\n\n<p>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<h3 class=\"wp-block-heading\" id=\"h-build-a-strong-online-presence\">Build a strong online presence<\/h3>\n\n\n\n<p>Your online presence is often the first thing customers notice about your business. A solid business foundation 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 <a href=\"https:\/\/www.google.com\/business\/\" target=\"_blank\" rel=\" noopener\">Google Business Profile<\/a>. These small steps can make a big difference in how customers see you.<\/p>\n\n\n\n<p>To stand out online, focus on <a href=\"https:\/\/developers.google.com\/search\/docs\/fundamentals\/seo-starter-guide\" target=\"_blank\" rel=\" noopener\">search engine optimization (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 is a powerful, low-cost way to attract more traffic and grow your audience.\u00a0<\/p>\n\n\n\n<p>Additionally, you can use <a href=\"https:\/\/www.salesforce.com\/form\/conf\/social-media-marketing\/\" target=\"_blank\" rel=\" noopener\">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.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-boost-online-sales-with-an-ecommerce-store\">Boost online sales with an ecommerce store<\/h3>\n\n\n\n<p>An ecommerce store, or a <a href=\"https:\/\/www.salesforce.com\/\/au\/commerce\/online-store-platform\/\">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<p>A smooth shopping experience helps build trust with your customers. Personalized recommendations, multiple payment options, and <a href=\"https:\/\/www.salesforce.com\/commerce\/online-payment-solution\/\" target=\"_blank\" rel=\" noopener\">easy checkout<\/a> make shopping faster and more enjoyable. Your customers will remember the convenience and keep coming back.<\/p>\n\n\n\n<p>With <a href=\"https:\/\/www.salesforce.com\/au\/resources\/research-reports\/state-of-commerce\/\">ecommerce expected to drive 54% of small business revenue<\/a> by 2025, having a digital storefront ensures your business can grow and succeed. <a href=\"https:\/\/www.salesforce.com\/au\/small-business\/starter\/\">Salesforce Starter<\/a> enables you to launch an ecommerce store that seamlessly integrates with your existing operations. Create a personalized and connected customer experience, positioning your business for long-term success.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-create-personalized-customer-experiences\">Create personalized customer experiences<\/h3>\n\n\n\n<p>Personalized experiences are no longer optional \u2014 with customer expectations, they\u2019ve become mandatory. According to a McKinsey report, <a href=\"https:\/\/www.mckinsey.com\/capabilities\/growth-marketing-and-sales\/our-insights\/the-value-of-getting-personalization-right-or-wrong-is-multiplying\" target=\"_blank\" rel=\" noopener\">71% of consumers expect companies to deliver personalized interactions<\/a>, and 76% become frustrated when this expectation is not met.&nbsp;<\/p>\n\n\n\n<p>For <a href=\"https:\/\/www.salesforce.com\/au\/small-business\/marketing\/\">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 <a href=\"https:\/\/www.salesforce.com\/au\/resources\/research-reports\/state-of-the-connected-customer\/\">81% of customers want faster responses<\/a> as technology improves, and a whopping <a href=\"https:\/\/www.salesforce.com\/au\/resources\/research-reports\/state-of-the-connected-customer\/\">73% look for more personalized experiences<\/a>. You have to show customers that you value them. Make sure to provide customized interactions at every stage of their customer journey.<\/p>\n\n\n\n<p>Digital tools make this easier. For example, you can use CRM to organize 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 personalized marketing approach can turn casual buyers into loyal customers.<\/p>\n\n\n\n<p>Personalization also makes customer service better. Quick, thoughtful support creates positive experiences. Small businesses can use <a href=\"https:\/\/www.salesforce.com\/au\/artificial-intelligence\/\">artificial intelligence (AI)<\/a> or tools like a chatbot 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<div class=\"wp-block-quote-article\" style=\"\"><div class=\"wp-block-quote-social-wrapper\"><figure class=\"wp-block-quote-article-quote\">\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>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>\n<span class=\"citation-role\">Adam Evans, SVP Product, Salesforce AI Platform<\/span>\n<div class=\"post__social post__social--v2 post__social--blockquote\">\n\n\t\n\t<ul class=\"social-nav social-nav-v2\">\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on LinkedIn (Opens in a new tab)\"\n\t\t\t\t\thref=\"http:\/\/www.linkedin.com\/shareArticle?mini=true&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fau%2Fblog%2Fdigital-first-small-medium-business-2%2F%3Futm_source%3DLinkedIn%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;title=Digital-First%20Small%20Businesses%20Are%20Better%20Prepared%20for%20the%20Future\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"21\" height=\"21\" fill=\"none\"><path fill=\"#032D60\" d=\"M16.625 0H4.375A4.375 4.375 0 0 0 0 4.375v12.25A4.375 4.375 0 0 0 4.375 21h12.25A4.375 4.375 0 0 0 21 16.625V4.375A4.375 4.375 0 0 0 16.625 0M7 16.625H4.375V7H7zM5.687 5.89a1.54 1.54 0 0 1-1.53-1.543c0-.852.685-1.544 1.53-1.544.846 0 1.532.692 1.532 1.544S6.534 5.89 5.687 5.89M17.5 16.625h-2.625v-4.903c0-2.947-3.5-2.724-3.5 0v4.903H8.75V7h2.625v1.544c1.222-2.262 6.125-2.43 6.125 2.167z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Twitter (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/x.com\/intent\/tweet?text=Digital-First%20Small%20Businesses%20Are%20Better%20Prepared%20for%20the%20Future&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fau%2Fblog%2Fdigital-first-small-medium-business-2%2F%3Futm_source%3DTwitter%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;via=salesforce\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"32\" height=\"32\" fill=\"#032D60\" viewBox=\"0 0 32 32\"><path d=\"M17.4 14.8 23 8.3h-1.3L16.8 14 13 8.3H8.5l5.9 8.5-5.9 6.8h1.3l5.1-6 4.1 6h4.5zm-1.8 2.1-.6-.8-4.7-6.8h2l3.8 5.5.6.8 5 7.1h-2z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Facebook (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https%3A%2F%2Fwww.salesforce.com%2Fau%2Fblog%2Fdigital-first-small-medium-business-2%2F%3Futm_source%3DFacebook%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"19\" height=\"19\" fill=\"none\"><path fill=\"#032D60\" d=\"M19 9.5a9.5 9.5 0 0 0-19 0c0 4.742 3.474 8.672 8.016 9.385v-6.639H5.604V9.5h2.412V7.407c0-2.38 1.418-3.696 3.588-3.696 1.04 0 2.127.185 2.127.185v2.338h-1.198c-1.18 0-1.549.733-1.549 1.484V9.5h2.635l-.421 2.746h-2.214v6.639C15.526 18.172 19 14.242 19 9.5\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\n\t\t<li class=\"social-nav__item\">\n\t\t\t<button\n\t\t\t\tclass=\"copy-share js-copy-link\"\n\t\t\t\taria-label=\"Copy link to clipboard\"\n\t\t\t\thref=\"#\"\n\t\t\t\tdata-clipboard-text='\"Digital-First Small Businesses Are Better Prepared for the Future\" https:\/\/www.salesforce.com\/au\/blog\/digital-first-small-medium-business-2\/'\n\t\t\t>\n\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"20\" height=\"10\" fill=\"none\"><path fill=\"#032D60\" d=\"M14.586.406h-3.667V2.24h3.667a2.76 2.76 0 0 1 2.75 2.75 2.76 2.76 0 0 1-2.75 2.75h-3.667v1.833h3.667a4.585 4.585 0 0 0 4.583-4.583A4.585 4.585 0 0 0 14.586.406m-5.5 7.334H5.419a2.76 2.76 0 0 1-2.75-2.75 2.76 2.76 0 0 1 2.75-2.75h3.667V.406H5.419A4.585 4.585 0 0 0 .836 4.99a4.585 4.585 0 0 0 4.583 4.583h3.667zm-2.75-3.667h7.333v1.833H6.336z\" \/><\/svg>\n\t\t\t<\/button>\n\t\t<\/li>\n\t<\/ul>\n<\/div>\n<\/figure><\/div><\/div>\n\n\n<h3 class=\"wp-block-heading\" id=\"h-make-agentforce-work-for-you\">Make Agentforce work for you<\/h3>\n\n\n\n<p>We\u2019ve come a long way when it comes to using <a href=\"https:\/\/www.salesforce.com\/au\/blog\/ai-for-small-business\/\">AI in small businesses<\/a>. What was once futuristic is now a reality. Over <a href=\"https:\/\/www.salesforce.com\/au\/form\/small-business\/smb-trends-6?d=701ed00000CkczSAAR&amp;nc=701ed00000CjY6lAAF\">71% of SMB marketing teams are already adopting AI<\/a> to streamline operations and enhance customer experiences. The impact of AI has been transformative, helping businesses save time, cut costs, and drive growth.<\/p>\n\n\n\n<p>The biggest breakthrough is <a href=\"https:\/\/www.salesforce.com\/au\/agentforce\/\">Agentforce<\/a>. It simplifies tasks by performing them autonomously and learning from data to get smarter over time. Whether it\u2019s handling customer inquiries, analyzing data, or automating workflows, Agentforce fits seamlessly into your business operations.<br><br>Tools like Salesforce let you customize Agentforce for specific needs \u2014 be it service, sales, or marketing. Additionally, the platform offers a trust layer that keeps your customer data secure, so you can confidently use AI.<\/p>\n\n\n\n<p>Agentforce is changing the way businesses operate. It delivers faster, more personalized service and frees your team to focus on what matters most. If you\u2019re looking to scale and future-proof your operations, Agentforce is the solution you need.<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"\u201cIll-Suited\u201d :30 | What AI Was Meant to Be with Matthew McConaughey | Salesforce\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/wI2cBdo0XDw?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-bring-sales-service-and-marketing-together\">Bring sales, service, and marketing together<\/h3>\n\n\n\n<p>Sales, service, marketing, and even your online store are more effective when they\u2019re connected. When you bring all these functions into one place, <a href=\"https:\/\/www.salesforce.com\/small-business\/\" target=\"_blank\" rel=\" noopener\">like a CRM<\/a>, it helps you run your business more efficiently. Add AI to the mix and it becomes even easier.<br><br>Your sales team has access to customer details, marketing can send personalized offers, and customer service can quickly solve problems with the full history of each customer. AI in CRM can analyze data, suggest actions, and even automate tasks like sending emails or following up with leads. Sounds too good to be true, right? This is what it really means to be digital-first. With a unified system powered by AI, you can save time, make better decisions, and build quality relationships with your customers.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-what-does-the-future-look-like-for-digital-first-smbs-nbsp\">What does the future look like for digital-first SMBs?&nbsp;<\/h2>\n\n\n\n<p>The future of digital-first small businesses is driven by innovation and customer-centric technologies. With tools like CRM leading the way, SMBs are comfortably positioned to improve customer relationships and build personalized experiences. In fact, nearly <a href=\"https:\/\/www.salesforce.com\/au\/form\/small-business\/smb-trends-6?d=701ed00000CkczSAAR&amp;nc=701ed00000CjY6lAAF\">nine in ten SMBs use CRM platforms<\/a>, outpacing larger companies in adoption.<br><br>AI is another game-changer. According to a Salesforce report, 75% SMBs currently invest in AI to handle tasks like data integration, automating workflows, and improving customer interactions. Growing SMBs are also 1.8 times more likely to invest in AI compared to those in decline. Research indicates that <a href=\"https:\/\/orionpolicy.org\/empowering-small-businesses-the-impact-of-ai-on-leveling-the-playing-field\/\" target=\"_blank\" rel=\" noopener\">AI can increase productivity by 40%<\/a> for SMBs by automating repetitive tasks and allowing employees to focus on strategic initiatives.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><a href=\"https:\/\/www.salesforce.com\/resources\/research-reports\/smb-trends\/\"><img decoding=\"async\" src=\"https:\/\/lh7-rt.googleusercontent.com\/docsz\/AD_4nXc2K6jkfMMQD89ib6ZEgYzofi_Dsycmwia9nCe5aBEOZdiX2RxwmZlRquAgYtAY9g-wyquvksnnzz43AJ9Cv2lXInFXe_yEetrAZcrTUvwuLLmH-bE8i_GpcFiLiYXfpgS03FyIVw?key=Y1Naw7CX_cC5rQ9XCuDsnWPF\" alt=\"\"\/><\/a><\/figure>\n\n\n\n<p><strong><em>Source:<\/em><\/strong><em> <\/em><a href=\"https:\/\/www.salesforce.com\/au\/form\/small-business\/smb-trends-6?d=701ed00000CkczSAAR&amp;nc=701ed00000CjY6lAAF\"><em>Salesforce\u2019s Small and Medium Business Trends Report: 6th Edition<\/em><\/a><\/p>\n\n\n\n<p><br>Simplifying your <a href=\"https:\/\/www.salesforce.com\/au\/blog\/ai-tools-for-small-business\/\">tech stack<\/a> is also essential for the future. Two-thirds of SMBs report being overwhelmed by too many tools. Consolidating into a single, integrated platform (like a CRM) can help you reduce distractions and focus on your customers. So you can streamline your operations and be ready to grab new opportunities as they arise.<\/p>\n\n\n\n<div class=\"layout-three wp-block-salesforce-blog-offer\">\n\t<div class=\"wp-block-offer__wrapper\">\n\n\t\t<div class=\"wp-block-offer__content\">\n\t\t\t<h2 class=\"wp-block-offer__title\"><strong>What\u2019s next for your small business? Find out now<\/strong><\/h2>\n\t\t\t\t\t\t\t<p class=\"wp-block-offer__description\">Discover the top trends shaping small business success in 2025. From data to customer experience to AI, see how you can stay competitive and grow your business.<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t<div class=\"wp-block-button\">\n\t\t\t\t\t<a class=\"wp-block-button__link\" target=\"_self\" href=\"https:\/\/www.salesforce.com\/au\/form\/small-business\/smb-trends-6?d=701ed00000CkczSAAR&#038;nc=701ed00000CjY6lAAF\">Get the free report<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t<div class=\"wp-block-offer__media\">\n\t\t\t\t\t<\/div>\n\t<\/div>\n\n\t\t\t<div class=\"wp-block-offer__graphics wp-block-offer__contour\"><\/div>\n\t\n\t\t\t<!-- Standard Illustration -->\n\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__illustration\" src=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-illustration-layout-three.png\" alt=\"\">\n\n\t\t<!-- Small Accent Illustration -->\n\t\t\t\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__accent\" src=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-accent-layout-three.png\" alt=\"\">\n\t\t\n\t\t<!-- Left Side Illustration -->\n\t\t\n\t\t<!-- Cloud Illustration -->\n\t\t\n\t<\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-jumpstart-your-journey-to-becoming-a-digital-first-business\">Jumpstart your journey to becoming a digital-first business<\/h2>\n\n\n\n<p>The future is digital, and you can shape it with tools like AI and cloud technology to better serve your customers and stay ready for what\u2019s to come. Salesforce Starter simplifies this by combining your sales, marketing, customer service, and commerce in one easy-to-use CRM platform. It helps you save time, stay organized, and grow at your own pace. <a href=\"https:\/\/www.salesforce.com\/au\/form\/signup\/freetrial-salesforce-starter\/?d=bcta\">Start your free trial today<\/a> and begin your digital-first journey.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Learn how to future-proof your small business by taking a digital-first approach. Here&#8217;s how.<\/p>\n","protected":false},"author":179,"featured_media":60125,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"","post_meta_title":"","ai_synopsis":"","jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_topic":[2472],"sf_content_type":[],"coauthors":[3251],"class_list":["post-66639","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_topic-small-business"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Digital-First Small Businesses Are Better Prepared for the Future<\/title>\n<meta name=\"description\" content=\"Digital-first businesses use 51% or more cloud-based tools like email, video conferencing, document sharing, and CRM consistently.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.salesforce.com\/au\/blog\/digital-first-small-medium-business-2\/\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Digital-First Small Businesses Are Better Prepared for the Future\" \/>\n<meta property=\"og:description\" content=\"Learn how to future-proof your small business by taking a digital-first approach. Here&#039;s how.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.salesforce.com\/au\/blog\/digital-first-small-medium-business-2\/\" \/>\n<meta property=\"og:site_name\" content=\"Salesforce\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/salesforce\" \/>\n<meta property=\"article:published_time\" content=\"2025-01-30T17:08:01+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-02-04T00:47:11+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2022\/04\/Digital-first_SMB.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1500\" \/>\n\t<meta property=\"og:image:height\" content=\"844\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Brett Grossfeld\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@salesforce\" \/>\n<meta name=\"twitter:site\" content=\"@salesforce\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Brett Grossfeld\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"10 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.salesforce.com\/au\/blog\/digital-first-small-medium-business-2\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.salesforce.com\/au\/blog\/digital-first-small-medium-business-2\/\"},\"author\":[{\"@id\":\"https:\/\/www.salesforce.com\/au\/blog\/#\/schema\/person\/image\/14bc427c4a95c9d808be4fb7ad6c9ffd\"}],\"headline\":\"Digital-First Small Businesses Are Better Prepared for the Future\",\"datePublished\":\"2025-01-30T17:08:01+00:00\",\"dateModified\":\"2025-02-04T00:47:11+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.salesforce.com\/au\/blog\/digital-first-small-medium-business-2\/\"},\"wordCount\":1960,\"publisher\":{\"@id\":\"https:\/\/www.salesforce.com\/au\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.salesforce.com\/au\/blog\/digital-first-small-medium-business-2\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2022\/04\/Digital-first_SMB.jpg\",\"inLanguage\":\"en-AU\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.salesforce.com\/au\/blog\/digital-first-small-medium-business-2\/\",\"url\":\"https:\/\/www.salesforce.com\/au\/blog\/digital-first-small-medium-business-2\/\",\"name\":\"Digital-First Small Businesses Are Better Prepared for the Future\",\"isPartOf\":{\"@id\":\"https:\/\/www.salesforce.com\/au\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.salesforce.com\/au\/blog\/digital-first-small-medium-business-2\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.salesforce.com\/au\/blog\/digital-first-small-medium-business-2\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2022\/04\/Digital-first_SMB.jpg\",\"datePublished\":\"2025-01-30T17:08:01+00:00\",\"dateModified\":\"2025-02-04T00:47:11+00:00\",\"description\":\"Digital-first businesses use 51% or more cloud-based tools like email, video conferencing, document sharing, and CRM consistently.\",\"inLanguage\":\"en-AU\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.salesforce.com\/au\/blog\/digital-first-small-medium-business-2\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-AU\",\"@id\":\"https:\/\/www.salesforce.com\/au\/blog\/digital-first-small-medium-business-2\/#primaryimage\",\"url\":\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2022\/04\/Digital-first_SMB.jpg\",\"contentUrl\":\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2022\/04\/Digital-first_SMB.jpg\",\"width\":1500,\"height\":844,\"caption\":\"Digital-first businesses are better positioned to adapt to unforeseen market changes. 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