AI drives revenue growth for 93% of SMBs, says Salesforce
By MYBRANDBOOK
A recent survey conducted by Salesforce highlights the growing role of artificial intelligence (AI) in driving revenue growth for small and medium-sized businesses (SMBs). According to the study, 93% of SMBs using AI have reported an increase in revenue, underscoring the transformative impact of AI on business performance. The research involved responses from 3,350 SMB leaders worldwide, reflecting a diverse cross-section of industries and regions.
AI tools are particularly effective at addressing challenges faced by SMBs, such as outdated or inefficient technology. Previous findings by Slack have shown that businesses often experience time losses due to these issues. AI helps to mitigate such inefficiencies by streamlining operations and improving productivity.
The Salesforce survey found that AI adoption has become widespread among SMBs, with 75% of businesses either using or testing AI. This trend is more pronounced in growing businesses, with 83% of them adopting AI, compared to fewer in businesses experiencing a decline.
An example of successful AI integration comes from the Norwegian company reMarkable, known for its premium paper tablets. Faced with a surge in customer inquiries, reMarkable adopted Salesforce’s Agentforce, an AI-driven customer service platform. This solution enabled the company to automate routine queries and escalate complex issues to human agents, allowing them to maintain high-quality service while scaling operations efficiently.
The survey also reveals that companies planning for growth are increasingly investing in AI. Nearly 80% of these businesses intend to boost their AI budgets in the coming year, in contrast to just over half of businesses struggling to stay afloat. In addition to improving revenue, AI is helping SMBs enhance customer experiences. For example, AI is used for automating emails, marketing campaigns, customer recommendations, and lead scoring—tasks that save time and improve customer interactions.
The study also highlighted best practices for SMBs successfully using AI. These companies maintain high-quality data, integrate their systems to avoid inefficiencies, and prioritize security when adopting new technologies. By focusing on these practices, businesses can better leverage AI tools to drive long-term success.
As AI technology continues to evolve, solutions like Salesforce’s Agentforce, which can operate autonomously and adapt over time, represent the future of business automation. SMBs that invest in secure data management and integrated systems today are preparing for the advanced AI tools of tomorrow, which could further revolutionize their operations and customer service capabilities.
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