{"id":69615,"date":"2026-08-28T13:19:15","date_gmt":"2026-08-28T03:19:15","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=69615"},"modified":"2026-08-28T13:19:16","modified_gmt":"2026-08-28T03:19:16","slug":"digital-first-small-medium-business","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/au\/blog\/digital-first-small-medium-business\/","title":{"rendered":"Digital-First Small Businesses Are Better Prepared For the Future: Here&#8217;s How"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">The <a href=\"https:\/\/www.salesforce.com\/au\/digital-transformation\/\" data-type=\"link\" data-id=\"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 ways may just not be enough any more. 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<p class=\"wp-block-paragraph\">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 to take your first steps toward becoming a digital-first business and prepare for whatever lies ahead.<\/p>\n\n\n\n<h2 id=\"h-what-is-a-digital-first-business-nbsp\" class=\"wp-block-heading\">What is a digital-first business?&nbsp;<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">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 class=\"wp-block-paragraph\">For <a href=\"https:\/\/www.salesforce.com\/au\/small-business\/what-is-an-smb\/\" data-type=\"link\" data-id=\"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\/\" data-type=\"link\" data-id=\"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-ornament-card\">\n\t<div class=\"wp-block-ornament-card__content\">\n\t\t\n\n<h2 id=\"h-get-the-small-and-medium-business-trends-report\" class=\"wp-block-heading has-text-align-center\">Get the Small and Medium Business <br>Trends Report<\/h2>\n\n\n\n<p class=\"has-text-align-center wp-block-paragraph\">Discover valuable insights from 3,350 leaders of SMBs worldwide.<\/p>\n\n\n\n<div class=\"wp-block-buttons is-content-justification-center is-layout-flex wp-container-core-buttons-is-layout-fe48e5de wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/www.salesforce.com\/au\/small-business\/resources\/smb-trends-6\/?d=pb\" target=\"_blank\" rel=\" noopener\">Get the free report<\/a><\/div>\n<\/div>\n\n\t<\/div>\n\t<div class=\"wp-block-ornament-card__media\">\n\t\t<span class=\"img-object-fit\"><img decoding=\"async\" src=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/02\/small_business-clouds.webp?w=800&amp;quality=80\" sizes=\"100vw\" srcset=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/02\/small_business-clouds.webp 800w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/02\/small_business-clouds.webp?w=768&amp;h=346 768w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/02\/small_business-clouds.webp?w=150&amp;h=68 150w\" alt=\"\" loading=\"lazy\" \/><\/span>\t<\/div>\n<\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<h2 id=\"h-top-5-traits-of-a-digital-first-small-business\" class=\"wp-block-heading\">Top 5 traits of a digital-first small business<\/h2>\n\n\n\n<h3 id=\"h-1-flexibility\" class=\"wp-block-heading\"><strong>1. Flexibility<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">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<h3 id=\"h-2-omnichannel\" class=\"wp-block-heading\"><strong>2. Omnichannel<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">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\/\" data-type=\"link\" data-id=\"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<h3 id=\"h-3-customer-centric\" class=\"wp-block-heading\"><strong>3. Customer-centric<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">At the end of the day, your business exists to serve its customers. A <a href=\"https:\/\/www.salesforce.com\/au\/small-business\/\" data-type=\"link\" data-id=\"https:\/\/www.salesforce.com\/au\/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<h3 id=\"h-4-data-driven\" class=\"wp-block-heading\"><strong>4. Data-driven<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">A data-driven business uses customer insights to make informed decisions. <a href=\"https:\/\/www.salesforce.com\/au\/marketing\/data\/tracking-guide\/\" data-type=\"link\" data-id=\"https:\/\/www.salesforce.com\/au\/marketing\/data\/tracking-guide\/\">Tracking customer behaviour<\/a> and sales trends helps you to understand what works. This allows you to adjust your strategy and deliver better results.<\/p>\n\n\n\n<h3 id=\"h-5-integrated\" class=\"wp-block-heading\"><strong>5. Integrated<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">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<h2 id=\"h-benefits-of-a-digital-first-business-model\" class=\"wp-block-heading\">Benefits of a digital-first business model<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">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 class=\"wp-block-paragraph\">As more <a href=\"https:\/\/www.salesforce.com\/au\/small-business\/commerce\/\" data-type=\"link\" data-id=\"https:\/\/www.salesforce.com\/au\/small-business\/commerce\/\">small businesses move online<\/a>, a digital-first strategy keeps you relevant and helps you to 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 class=\"wp-block-paragraph\">This approach also improves the experience you offer your customers. You can provide <a href=\"https:\/\/www.salesforce.com\/au\/small-business\/service\/\" data-type=\"link\" data-id=\"https:\/\/www.salesforce.com\/au\/small-business\/service\/\">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<p class=\"wp-block-paragraph\">Here&#8217;s the short list of benefits (and this is just the beginning): <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Reduce costs<\/strong> through automation, cloud tools and streamlined operations.<\/li>\n\n\n\n<li><strong>Reach more customers<\/strong> beyond local markets through digital channels. <\/li>\n\n\n\n<li><strong>Increase revenue opportunities<\/strong> with 24\/7 online sales and engagement.<\/li>\n\n\n\n<li><strong>Improve customer experience<\/strong> with faster, more convenient digital interactions.<\/li>\n\n\n\n<li><strong>Make smarter decisions<\/strong> using real-time business and customer data.<\/li>\n\n\n\n<li><strong>Scale efficiently<\/strong> without significant increases in overhead or infrastructure.<\/li>\n\n\n\n<li><strong>Build resilience<\/strong> by enabling flexible, remote and always-on operations.<\/li>\n<\/ul>\n\n\n\n<h2 id=\"h-digital-first-business-strategies-for-scaling-fast-nbsp\" class=\"wp-block-heading\">Digital-first business strategies for scaling fast&nbsp;<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Let\u2019s look at some practical strategies to help your small business adopt a digital-first approach.<\/p>\n\n\n\n<h3 id=\"h-let-s-get-digital\" class=\"wp-block-heading\">Let&#8217;s get digital<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">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 class=\"wp-block-paragraph\">A great example of this is a <a href=\"https:\/\/www.salesforce.com\/au\/crm\/what-is-crm\/\" data-type=\"link\" data-id=\"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\/\" data-type=\"link\" data-id=\"https:\/\/www.salesforce.com\/au\/crm\/crm-for-small-business\/\">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,&nbsp; it centralises all your data, helps you to build stronger relationships and close deals faster&nbsp;\u2014 all in the cloud.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">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 id=\"h-build-a-digital-presence\" class=\"wp-block-heading\">Build a digital presence<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Your online presence is often the first thing customers notice about your business. A <a href=\"https:\/\/www.salesforce.com\/au\/small-business\/how-to-start-a-small-business\/\" data-type=\"link\" data-id=\"https:\/\/www.salesforce.com\/au\/small-business\/how-to-start-a-small-business\/\">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 <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 class=\"wp-block-paragraph\">To stand out online, focus on <a href=\"https:\/\/www.salesforce.com\/blog\/small-business\/seo-for-startups\/\" data-type=\"link\" data-id=\"https:\/\/www.salesforce.com\/blog\/small-business\/seo-for-startups\/\">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. <a href=\"https:\/\/www.salesforce.com\/blog\/small-business\/small-business-seo-potential\/\" data-type=\"link\" data-id=\"https:\/\/www.salesforce.com\/blog\/small-business\/small-business-seo-potential\/\">SEO for small businesses<\/a> is a powerful, low-cost way to attract more traffic and grow your audience.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">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 to create a strong online presence that drives more people to choose your business.&nbsp;<\/p>\n\n\n\n<h3 id=\"h-boost-online-sales-with-an-ecommerce-store\" class=\"wp-block-heading\">Boost online sales with an ecommerce store<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">An ecommerce store or a <a href=\"https:\/\/www.salesforce.com\/au\/commerce\/online-store-platform\/\" data-type=\"link\" data-id=\"https:\/\/www.salesforce.com\/au\/commerce\/online-store-platform\/\">digital shop front<\/a> lets you meet customers where they are \u2014 online. Small businesses can set up online shops 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 shop fronts let you mix and match features, so your store grows with your needs.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">A smooth shopping experience helps build trust with your customers. Personalised recommendations, multiple payment options and <a href=\"https:\/\/www.salesforce.com\/au\/commerce\/online-payment-solution\/\" data-type=\"link\" data-id=\"https:\/\/www.salesforce.com\/au\/commerce\/online-payment-solution\/\">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 class=\"wp-block-paragraph\">With <a href=\"https:\/\/www.salesforce.com\/au\/commerce\/resources\/state-of-commerce\/?d=pb\" data-type=\"link\" data-id=\"https:\/\/www.salesforce.com\/au\/commerce\/resources\/state-of-commerce\/?d=pb\" target=\"_blank\" rel=\" noopener\">ecommerce expected to drive 54% of small business revenue<\/a> by 2025, having a digital shop front ensures your business can grow and succeed. <a href=\"https:\/\/www.salesforce.com\/au\/small-business\/starter\/\" data-type=\"link\" data-id=\"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 personalised and connected customer experience, positioning your business for long-term success.<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full\"><a href=\"https:\/\/www.salesforce.com\/au\/events\/webinars\/accessible-ai-agents-in-free-crm-starter-and-pro-suite\/?d=pb\" target=\"_blank\" rel=\"  noopener\"><img loading=\"lazy\" decoding=\"async\" width=\"768\" height=\"432\" data-attachment-id=\"69799\" data-permalink=\"https:\/\/www.salesforce.com\/au\/blog\/digital-first-small-medium-business\/accessible-ai-agents-in-free-crm-starter-and-pro-suite-banner-2\/\" data-orig-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/02\/Accessible-AI-Agents-in-Free-CRM-Starter-and-Pro-Suite-banner.webp\" data-orig-size=\"768,432\" 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;,&quot;alt&quot;:&quot;&quot;}\" data-image-title=\"Accessible-AI-Agents-in-Free-CRM-Starter-and-Pro-Suite-banner\" data-image-description=\"\" data-image-caption=\"\" data-large-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/02\/Accessible-AI-Agents-in-Free-CRM-Starter-and-Pro-Suite-banner.webp?w=768\" src=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/02\/Accessible-AI-Agents-in-Free-CRM-Starter-and-Pro-Suite-banner.webp?strip=all&#038;quality=95\" alt=\"\" class=\"wp-image-69799\" srcset=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/02\/Accessible-AI-Agents-in-Free-CRM-Starter-and-Pro-Suite-banner.webp 768w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/02\/Accessible-AI-Agents-in-Free-CRM-Starter-and-Pro-Suite-banner.webp?w=150&amp;h=84 150w\" sizes=\"auto, (max-width: 768px) 100vw, 768px\" \/><\/a><figcaption class=\"wp-element-caption\"><a href=\"https:\/\/www.salesforce.com\/au\/events\/webinars\/accessible-ai-agents-in-free-crm-starter-and-pro-suite\/?d=pb\" data-type=\"link\" data-id=\"https:\/\/www.salesforce.com\/au\/events\/webinars\/accessible-ai-agents-in-free-crm-starter-and-pro-suite\/?d=pb\" target=\"_blank\" rel=\" noopener\">Accessible AI: Agents in Free CRM, Starter and Pro Suite<\/a><\/figcaption><\/figure>\n\n\n\n<h3 id=\"h-create-personalised-customer-experiences-online\" class=\"wp-block-heading\"><br>Create personalised customer experiences (online)<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Personalised 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 personalised interactions<\/a> and 76% become frustrated when this expectation is not met.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">For <a href=\"https:\/\/www.salesforce.com\/au\/small-business\/marketing\/\" data-type=\"link\" data-id=\"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\/artificial-intelligence\/resources\/state-of-the-connected-customer\/?d=pb\" data-type=\"link\" data-id=\"https:\/\/www.salesforce.com\/au\/artificial-intelligence\/resources\/state-of-the-connected-customer\/?d=pb\" target=\"_blank\" rel=\" noopener\">81% of customers want faster responses<\/a> as technology improves and a whopping <a href=\"https:\/\/www.salesforce.com\/au\/artificial-intelligence\/resources\/state-of-the-connected-customer\/?d=pb\" data-type=\"link\" data-id=\"https:\/\/www.salesforce.com\/au\/artificial-intelligence\/resources\/state-of-the-connected-customer\/?d=pb\" target=\"_blank\" rel=\" noopener\">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<p class=\"wp-block-paragraph\">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 baskets or follow up after a sales enquiry. A <a href=\"https:\/\/www.salesforce.com\/blog\/personalized-marketing-guide\/\">personalised marketing approach<\/a> can turn casual buyers into loyal customers.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Personalisation also makes customer service better. Quick, thoughtful support creates positive experiences. Small businesses can use <a href=\"https:\/\/www.salesforce.com\/au\/artificial-intelligence\/\" data-type=\"link\" data-id=\"https:\/\/www.salesforce.com\/au\/artificial-intelligence\/\">artificial intelligence (AI)<\/a> or tools like a <a href=\"https:\/\/www.salesforce.com\/au\/agentforce\/chatbot\/\" data-type=\"link\" data-id=\"https:\/\/www.salesforce.com\/au\/agentforce\/chatbot\/\">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<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 class=\"wp-block-paragraph\">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%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%3A%20Here%E2%80%99s%20How\"\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%3A%20Here%E2%80%99s%20How&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fau%2Fblog%2Fdigital-first-small-medium-business%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%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: Here&#8217;s How\" https:\/\/www.salesforce.com\/au\/blog\/digital-first-small-medium-business\/'\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 id=\"h-make-ai-work-for-you\" class=\"wp-block-heading\">Make AI work for you<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">We\u2019ve come a long way when it comes to using <a href=\"https:\/\/www.salesforce.com\/au\/artificial-intelligence\/ai-for-small-business\/\" data-type=\"link\" data-id=\"https:\/\/www.salesforce.com\/au\/artificial-intelligence\/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\/small-business\/resources\/smb-trends-6\/?d=pb\" data-type=\"link\" data-id=\"https:\/\/www.salesforce.com\/au\/small-business\/resources\/smb-trends-6\/?d=pb\" target=\"_blank\" rel=\" noopener\">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 class=\"wp-block-paragraph\">The biggest breakthrough is <a href=\"https:\/\/www.salesforce.com\/au\/agentforce\/\" data-type=\"link\" data-id=\"https:\/\/www.salesforce.com\/au\/agentforce\/\">Agentforce 360<\/a> It simplifies tasks by performing them autonomously and learning from data to get smarter over time. Whether it\u2019s handling customer enquiries, analysing data or automating workflows, Agentforce fits seamlessly into your business operations.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><a href=\"https:\/\/www.salesforce.com\/au\/agentforce\/?d=bcta\" target=\"_blank\" rel=\"  noopener\"><img decoding=\"async\" src=\"https:\/\/www.salesforce.com\/blog\/wp-content\/uploads\/sites\/2\/2024\/10\/agentforce_watchlist.webp?strip=all&#038;quality=95\" alt=\"Agentforce 360\" class=\"wp-image-100636\"\/><\/a><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><br>Tools like <a href=\"https:\/\/www.salesforce.com\/au\/products\/\" data-type=\"link\" data-id=\"https:\/\/www.salesforce.com\/au\/products\/\">Salesforce<\/a> let you customise Agentforce 360 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 class=\"wp-block-paragraph\">AI is changing the way businesses operate. It delivers faster, more personalised service and frees your team to focus on what matters most. If you\u2019re looking to scale and future-proof your operations, Agentforce 360 is the solution you need.<\/p>\n\n\n\n<h3 id=\"h-bring-sales-service-and-marketing-together\" class=\"wp-block-heading\">Bring sales, service and marketing together<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">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\/au\/small-business\/\" data-type=\"link\" data-id=\"https:\/\/www.salesforce.com\/au\/small-business\/\">like a CRM<\/a>, it helps you to 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 personalised offers and customer service can quickly solve problems with the full history of each customer. <a href=\"https:\/\/www.salesforce.com\/au\/crm\/ai-crm\/\" data-type=\"link\" data-id=\"https:\/\/www.salesforce.com\/au\/crm\/ai-crm\/\">AI in CRM<\/a> can analyse 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<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=\"How to Find More Leads &amp; Win More Deals with Salesforce Starter Suite | Salesforce Explained\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/o8NBN4L9xyk?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 id=\"h-what-does-the-future-look-like-for-digital-first-smbs-nbsp\" class=\"wp-block-heading\">What does the future look like for digital-first SMBs?&nbsp;<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">The future of digital-first small businesses is driven by innovation and <a href=\"https:\/\/www.salesforce.com\/au\/platform\/\" data-type=\"link\" data-id=\"https:\/\/www.salesforce.com\/au\/platform\/\">customer-centric technologies<\/a>. With tools like CRM leading the way, SMBs are comfortably positioned to improve customer relationships and build personalised experiences. In fact, nearly <a href=\"https:\/\/www.salesforce.com\/au\/small-business\/resources\/smb-trends-6\/?d=pb\" data-type=\"link\" data-id=\"https:\/\/www.salesforce.com\/au\/small-business\/resources\/smb-trends-6\/?d=pb\" target=\"_blank\" rel=\" noopener\">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<p class=\"wp-block-paragraph\">Simplifying your <a href=\"https:\/\/www.salesforce.com\/au\/artificial-intelligence\/ai-for-small-business\/best-ai-tools\/\" data-type=\"link\" data-id=\"https:\/\/www.salesforce.com\/au\/artificial-intelligence\/ai-for-small-business\/best-ai-tools\/\">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 to 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-six 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\">Try the AI CRM for SMBs. See what&#8217;s possible. <\/h2>\n\t\t\t\t\t\t\t<p class=\"wp-block-offer__description\">Get started with Salesforce Suites \u2014 the AI-powered CRM made to grow your ambition.<\/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=\"_blank\" href=\"https:\/\/www.salesforce.com\/au\/form\/signup\/freetrial-salesforce-starter\/?d=pb\">Try it for free<\/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<img loading=\"lazy\" decoding=\"async\" width=\"448\" height=\"280\" src=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/02\/starter-cta-ace781ebd06060cbd46e5eb3ff380208661f845844b0637a0dfcc1f5633cc56a.webp\" class=\"attachment-full size-full\" alt=\"\" srcset=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/02\/starter-cta-ace781ebd06060cbd46e5eb3ff380208661f845844b0637a0dfcc1f5633cc56a.webp 448w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/02\/starter-cta-ace781ebd06060cbd46e5eb3ff380208661f845844b0637a0dfcc1f5633cc56a.webp?w=150&amp;h=94 150w\" sizes=\"auto, (max-width: 448px) 100vw, 448px\" data-attachment-id=\"69795\" data-permalink=\"https:\/\/www.salesforce.com\/au\/blog\/digital-first-small-medium-business\/starter-cta-ace781ebd06060cbd46e5eb3ff380208661f845844b0637a0dfcc1f5633cc56a-5\/\" data-orig-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/02\/starter-cta-ace781ebd06060cbd46e5eb3ff380208661f845844b0637a0dfcc1f5633cc56a.webp\" data-orig-size=\"448,280\" 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;,&quot;alt&quot;:&quot;&quot;}\" data-image-title=\"starter-cta-ace781ebd06060cbd46e5eb3ff380208661f845844b0637a0dfcc1f5633cc56a\" data-image-description=\"\" data-image-caption=\"\" data-large-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2026\/02\/starter-cta-ace781ebd06060cbd46e5eb3ff380208661f845844b0637a0dfcc1f5633cc56a.webp?w=448\" \/>\t\t<\/div>\n\t<\/div>\n\n\t\n\t<\/div>\n\n\n\n<h2 id=\"h-digital-first-is-closer-than-you-think-with-crm\" class=\"wp-block-heading\">Digital-first is closer than you think with CRM<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">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 simplifies this by combining your sales, marketing, customer service and commerce in one easy-to-use CRM platform. It helps you to save time, stay organised and grow at your own pace. <\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Start your journey with the <a href=\"https:\/\/www.salesforce.com\/au\/crm\/free-crm\/\" data-type=\"link\" data-id=\"https:\/\/www.salesforce.com\/au\/crm\/free-crm\/\">Free<\/a> or <a href=\"https:\/\/www.salesforce.com\/au\/form\/signup\/freetrial-salesforce-starter\/?d=bcta\" target=\"_blank\" rel=\" noopener\">Starter Suite<\/a> today. Looking for more customisation? Explore <a href=\"https:\/\/www.salesforce.com\/au\/small-business\/pro-suite\/\" data-type=\"link\" data-id=\"https:\/\/www.salesforce.com\/au\/small-business\/pro-suite\/\">Pro Suite<\/a>. Already a Salesforce customer? Activate <a href=\"https:\/\/www.salesforce.com\/au\/crm\/foundations\/\" data-type=\"link\" data-id=\"https:\/\/www.salesforce.com\/au\/crm\/foundations\/\">Foundations<\/a> to try out <a href=\"https:\/\/www.salesforce.com\/au\/platform\/agentforce-platform\/\" data-type=\"link\" data-id=\"https:\/\/www.salesforce.com\/au\/platform\/agentforce-platform\/\">Agentforce 360<\/a> today.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><em>AI supported the writers and editors who created this article.<\/em><\/p>\n\n\n<div class=\"accordion \">\n\t\n\n<button class=\"accordion-header\" type=\"button\">Frequently Asked Questions (FAQs)<\/button>\n<div class=\"accordion-content\">\n\t\n\n<p class=\"wp-block-paragraph\"><strong>What does it mean to be a &#8220;digital-first&#8221; small business?<\/strong><br>A digital-first business integrates technology into every operation, using digital tools and a cloud mindset to drive efficiency, enhance customer experience and maintain a competitive edge.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Why is becoming digital-first important for a small business?<\/strong><br>It builds resilience, allowing the business to adapt quickly to market changes and customer shifts. It also improves operational efficiency through automation and meets the modern customer&#8217;s expectation for personalised, seamless interactions.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>What are the key characteristics of a digital-first small business?<\/strong><br>The five key traits are: <strong>Flexibility<\/strong> (work from anywhere), <strong>Omnichannel<\/strong> presence (engage across all channels), <strong>Customer-centric<\/strong> focus (smooth, personalised experiences), <strong>Data-driven<\/strong> decisions (using insights) and <strong>Integrated<\/strong> systems (seamless data flow).<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>How can a small business start its digital-first journey?<\/strong><br>Start with a cloud-based Customer Relationship Management (CRM) platform to centralise data. Next, build a strong online presence (website, SEO and ecommerce). Finally, use digital tools to personalise experiences and integrate sales, service and marketing functions.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>How does AI, like Agentforce, fit into a digital-first strategy for SMBs?<\/strong><br>AI is a game-changer, automating repetitive tasks, analysing data and improving customer interactions. Tools like Agentforce simplify tasks autonomously, boosting productivity and allowing teams to focus on strategic initiatives.<\/p>\n\n<\/div>\n\n<\/div> <!-- \/.accordion -->\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":69603,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"1b9b31962d1c4fdfb6b8a00bAU","post_meta_title":"","ai_synopsis":"","_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_feature_clip_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_post_was_ever_published":false},"sf_topic":[2522,3101,2484,2472,2623],"sf_content_type":[],"coauthors":[3251],"class_list":["post-69615","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_topic-crm","sf_topic-customer-360","sf_topic-digital-transformation","sf_topic-small-business","sf_topic-startups"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.2 (Yoast SEO v28.2) - 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\/\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Digital-First Small Businesses Are Better Prepared For the Future: Here&#039;s How\" \/>\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\/\" \/>\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=\"2026-08-28T03:19:15+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-08-28T03:19:16+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/01\/Digital-experiences-SMB.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1500\" \/>\n\t<meta property=\"og:image:height\" content=\"791\" \/>\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 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