Abstract

This IDC study looks at what IDC believes is next for SMBs as they continue to navigate uncertainty and volatility in the coming months spanning digitalization, technology spending, commerce, automation, and workforce changes and even what the next wave of SMBs will look like. The critical drivers of accelerated disruption, finding the next normal, leveraging intelligence, and digital platforms, while transforming working models and customer engagement approaches, are also driving increased connectivity needs — in short, SMBs literally need to reinvent large portions of their business.

According to Shari Lava, research director, Small and Medium Business, "Digital transformation, which was a competitive edge last year, is a business imperative this year. SMBs need to continue digitizing the operations that underpin the customer journey in order to stabilize and recover through this crisis."


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