Salesforce, the global leader in CRM, released the new 6th Edition Small & Medium Business Trends Report, sharing insights from 3,350 leaders from small and medium-sized businesses (SMBs) across 26 countries — including 200 from India.
The new report highlights how forward-looking SMBs are using AI to drive growth amid the meteoric rise of autonomous AI agents.
Key insights from the research include:
SMBs Embrace AI. Globally, 75% of SMBs say they are either experimenting with or have implemented AI, citing benefits to revenue, productivity, and customer experience.
78% of SMBs in India are using or experimenting with AI
Top 3 SMB use cases for AI in India: Automated service chatbots, Marketing campaign optimization, and Generate new content
93% of SMBs in India with AI say it increases revenue
41% of SMB leaders in India worry their company will be left behind when it comes to AI
SMBs Grapple with Growing Tech Complexity. As technology offerings multiply and capabilities expand, SMB leaders face mounting pressure to effectively manage their tech stack.
60% of SMB leaders in India say keeping pace with changing technology is challenging
35% of SMB leaders in India say there isn’t time to master all the tech their company uses
86% of SMBs in India say improving the quality of their data would increase revenue
Trust Is Paramount in the AI Age. Consumer trust is at its lowest point in years. SMBs are prioritizing reliable partnerships as they navigate a world of security risks and rapid technological change.
91% of SMBs in India would spend more on tech from trusted vendors
Top 3 SMB concerns about AI in India: Security concerns, Compliance concerns/Customer distrust of AI (tie), and Poor data quality
AI and agents are reshaping what’s possible across business functions like marketing, sales, service, and commerce,” said Arun Kumar Parameswaran, Managing Director – Sales, Salesforce India.
Small businesses are demonstrating that innovation and growth are not limited by size. By leveraging AI-driven technologies such as autonomous agents, SMBs are unlocking efficient ways to scale—delivering personalized customer experiences and optimizing back-office operations. With solutions like Agentforce, small businesses are not just keeping pace but leading the way, driving productivity, enhancing customer satisfaction, and achieving remarkable revenue growth.”
