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The Road Ahead: Acumatica’s Vision for SMB Growth and Innovation 3 Feb 8:05 AM (2 months ago)

“Building the Future of Business, Together” was the theme of this year’s Acumatica Summit in Las Vegas last week. The event was Acumatica’s largest Summit ever, with over 3,500 attendees and 90-plus breakout sessions.

CEO John Case and Acumatica executives discussed Acumatica’s strategy for 2025, how its cloud-based ERP platform helps small and medium businesses (SMBs) improve business performance, and how “innovations like AI can be performance amplifiers that help businesses overcome real-world issues.”

Below are some key highlights from the Summit, and perspectives with how they align to SMB Group survey insights.

Evolving to an AI-first company

Acumatica touted its “pragmatic approach to AI” at last year’s Summit, but AI didn’t dominate the conversation. This year, AI has taken center stage as Acumatica ramps to an AI-first strategy.

Acumatica’s vision is to use AI to develop an ERP system that serves as a digital coworker for SMBs, embedding AI capabilities throughout its platform to help customers get things done more efficiently and make better decisions.

Chief Engineering Officer Miten Mehta described it as developing “AI that works for you,” emphasizing Acumatica’s commitment to ensuring that data is accurate, accessible, unified, secure, and private (Acumatica has pledged that it will not expose customer biz data to public LLMs), and to building an open and extensible platform that enables customers to integrate third-party applications and data.

Acumatica is using AI in three key ways:

• As an intelligent advisor that offers insights, identifies issues, and suggests actions. For instance, Acumatica introduced AI for anomaly detection in its latest product release.
• To automate workflows, such as invoice categorization, where AI can complete tasks with little or no human intervention.
• Interactive assistance, using generative AI to help users improve productivity and make better decisions through a conversational interface. As an example, Acumatica demonstrated how it uses AI to create field service summaries to close out requests—saving service reps from manually pulling together the information they need to close cases.

The company also launched two new offerings, Acumatica AI Studio and Acumatica Labs, to aid its own AI development initiatives and help partners and customers create or extend AI functionality.  

Despite this more extensive scope, Acumatica continues to take a pragmatic approach to AI. Acumatica’s Chief Product Officer Ali Jani noted that projects that don’t address customers’ real-world challenges are not likely to end up in the product.

Alignment with SMB directions: Acumatica’s expanded commitment to AI meshes with increasing AI momentum among SMBs. According to SMB Group’s SMB Buying Journey Survey, the overwhelming majority of SMBs are accelerating AI investments—and most will require vendors to embed them within their solutions.  

Deepening partner integrations to unify the customer experience

Partners have always been central to Acumatica’s strategy, and it continues to invest heavily in strengthening partnerships with developers to better unify data, processes, and people across core application areas.

Acumatica announced expanded partnerships with ADP, Shopify, and Bill. Each is designed to integrate core business processes, help customers streamline operations, and improve decision-making with cross-platform, real-time data.

While all vendors talk about integration, Acumatica seems to be taking it to a new level: According to Shopify’s spokesperson at the event, Acumatica’s “very deep integration sets you apart from all of your peers.”

Alignment with SMB Directions: SMB Group research indicates increasing SMB demand for robust integration capabilities. For instance:

• SMBs cited better compatibility with existing systems as the second most important reason to shortlist a business solution.
• SMBs ranked ease of integration as the third most-used metric for assessing solution performance.
• Two-thirds of SMBs said they plan to invest in improving business application integration to streamline and optimize operations.

Leveraging the cloud and industry expertise to help SMBs scale and grow

Acumatica highlighted how its software-as-a-service (SaaS) model and industry focus help customers to scale their operations as they grow.

Because Acumatica was developed as a cloud-native platform, customers can take advantage of new technologies and features as they become available—including dozens of native integrations and AI capabilities that it incorporates into its solutions.

Acumatica introduced new AI functionality for each of its industry editions. These capabilities are intended to help customers evolve their ERP platforms from back-office transactional systems to strategic organizational centers.

For example, Acumatica has:

• Added price and catalog controls to the Distribution Edition.
• Introduced real-time material availability for open production and advanced planning and scheduling views in the Manufacturing Edition.
• Integrates Project Manager for resource planning and project scheduling into the Professional Services Edition.
• Added pro forma project billing enhancements and enhanced partnerships with Stack and JobPlanner in Construction.
• Integrated Shopify’s e-commerce platform with the Retail Edition.  

Alignment with SMB directions: SMBs will continue to shift their workloads to cloud computing and as-a-service solutions. 80% or more of SMBs say they are very or somewhat likely to choose cloud or SaaS solutions for financial management, sales/marketing, human resources, and other key applications to leverage the resources and innovation they need to grow.

Doubling down on a customer-focused, community-centric approach

Acumatica emphasized its commitment to learning, solving problems, and co-creating with its customers and partners. Acumatica has poured a lot of energy into building community, online and in real life,. For example:

• With established user groups across North America, Acumatica is now focusing on adding international groups. Each group is managed by an Acumatica customer and an employee, and focuses on issues most relevant to their geography.
• Acumatica and its partners also host many customer events worldwide.
• Employees across Acumatica visit customers regularly to better understand their product requirements.
• Acumatica’s Community site, launched in 2020, has more than 30K users, who sparked 580 new ideas in 2024. Acumatica has added over 240 features based on ideas generated on the site.

Alignment with SMB directions: SMBs want vendors to move beyond transactional interactions to a consultative approach that better aligns solutions to their challenges and objectives. For instance, SMBs’ top requests for how vendors can improve the tech purchasing experience include: doing a better job of explaining how solutions meet specific business goals, and spending more time understanding their requirements. Personalization also matters post-implementation, where many SMBs want easier access to support, dedicated account managers, better training options, and regular check-ins/feedback sessions.

Perspective

Acumcatica’s 2025 Summit showcased the company’s newly invigorated approach to AI and innovation—while holding true to its commitment to helping SMBs grow. Combined with its continued investment in industry-specific capabilities, and seamless integrations with partners like ADP, Shopify, and Bill, Acumatica underscored its clear focus on empowering businesses with real-time, actionable data they need to support growth.

Acumatica’s dedication to understanding and responding to the evolving needs of SMBs is just as important. The vendor’s track record of listening to customers and fostering community-driven innovation will help ensure that its technology investments match with what customers need to succeed.

With its AI-first approach, enhanced integrations, and authentic focus on customer success, Acumatica’s strategic direction is aligned not just with industry trends, but also with the specific requirements of SMBs—boding well for its continued growth in the SMB market.

© SMB Group 2025

Top 10 SMB Technology Trends for 2025 from SMB Group 14 Jan 9:58 AM (3 months ago)

As we step into 2025, the technology landscape for small and medium businesses (SMBs) continues to evolve at an unprecedented pace. From advancements in artificial intelligence to evolving workforce strategies, SMBs are finding new ways to innovate, compete, and grow. But navigating this evolving environment requires a clear understanding of the trends that will have the biggest impact.

At SMB Group, we’ve identified the Top 10 SMB Technology Trends for 2025, which highlight the critical shifts SMBs must prepare for to stay ahead. From how AI is reshaping technology adoption and the buyer journey to the growing focus on integration, cybersecurity, and collaboration tools, these trends provide actionable insights into the future of SMB technology.

Whether you’re an SMB leader or a technology provider, these insights will help you prepare for the year ahead and position your business for success.

Here are the headlines for 2025’s Top 10 Trends:

1. AI Accelerates SMB Technology Adoption
2. The Performance and Technology Gap Between Smaller and Larger SMBs Widens
3. Generative AI Reshapes the SMB Buyer Journey
4. SMBs Demand More Personalized Experience From Tech Vendors
5. SMBs Increase Their Focus on Integrating Business Applications
6. Cybercriminals Increasingly Target SMBs
7. Growing Reliance on AI and Analytics Fuel the Need for Better Data Management Solutions
8. AI Drives SMBs to Re-evaluate Workforce and Hiring Strategies
9. SMBs Continue to Move to Cloud, Hybrid, and As-a-Service Computing Models
10. Evolving Priorities and New Technologies Drive SMB Collaboration Investments

Check out the full report for a deep dive into each trend.

If you would like additional information about how you can license this report, or create custom assets that zero in on selected trends, please contact Lisa Lincoln, Director of Client Services and Business Development, at lisa.lincoln70@smb-gr.com.

© SMB Group 2025

Unlocking Insights: The SMB Technology Buying Journey, Part Two 10 Oct 2024 10:42 AM (6 months ago)

The world of technology is rapidly evolving, and small and medium businesses (SMBs) are at the center of a transformative era. As new solutions emerge, understanding how they make technology purchasing decisions has become critical for vendors, service providers, and partners looking to cater to this dynamic market. Our new eBook, The SMB Technology Buying Journey, Part Two delves into the purchasing behaviors, priorities, and challenges that SMBs face as they navigate the complex technology landscape. The eBook is a must-read for anyone looking to better understand this journey.

Key Trends Shaping the SMB Technology Buying Journey

The SMB Technology Buying Journey, Part Two, is based on quantitative data from SMB Group’s most recent survey. It explores how SMBs research, evaluate, select, and buy technology solutions.

Key questions this eBook examines include:

• Information and guidance sources for technology solutions. Where do SMBs turn when they are looking for information about technology solutions and trends, and who are the experts and influencers sharing their technology choices?
• Content preferences. How do SMBs prefer to learn about technology solutions? What are their content preferences?
• Self-guided research. How much of the buying journey do they complete before contacting vendors?
• Purchase channels. What are the top SMB purchase channels for software, PCs and laptops, and infrastructure technology solutions?
• Preferences for ongoing vendor communications. What methods do SMBs want vendors to use to communicate with them post-sales?
• Service and support preferences. When SMBs have issues, how can vendors best support them?

Why This eBook Matters for Technology Vendors

The SMB market presents a wealth of opportunities for technology providers, but capturing and retaining these clients requires a deep understanding of their unique buying journeys. The SMB Technology Buying Journey, Part Two equips vendors with insights to more effectively target and reach prospective SMB customers.

Why This eBook Matters for SMBs

This eBook offers guidance to help SMBs better navigate the complex and often overwhelming world of technology purchases. Survey findings can help SMBs tap into the knowledge of peers to adjust and fine-tune their buying behaviors and processes.

Download Now

Thanks to our survey sponsors, Dell Technologies and SAS, you can download your free copy. Our companion eBook, The SMB Buying Journey, Part One, is available here.

If you are interested in the full survey results, including detailed segmentation by employee size band and industry, please contact Lisa Lincoln (lisa.lincoln@smb-gr.com) for a table of contents and pricing information.

©SMB Group 2024

New eBook: The SMB Technology Buying Journey, Part One 3 Oct 2024 10:53 AM (6 months ago)

In today’s rapidly evolving digital landscape, making technology purchasing decisions has become a critical yet challenging process for small and medium-sized businesses (SMBs). With limited resources, SMBs often face difficulties in selecting the right tools to solve immediate problems and position them for future growth. SMB Group’s new, free eBook, The SMB Technology Buying Journey, Part One, offers critical insights into how SMBs navigate the complex technology landscape.

A Data-Driven Understanding of SMB Tech Purchasing

The SMB Technology Buying Journey, Part One, is grounded in quantitative survey data. It reveals how SMB leaders choose technology solutions, what factors influence their decisions, and how they measure the success of their tech investments.

Key questions this eBook answers include:

• SMBs’ pain points and priorities. SMB business priorities and operational challenges drive technology investments. What are the top challenges facing SMBs, and what factors prevent them from adopting new technology solutions to help solve them?
• Budgeting for technology solutions. For most SMBs, budget constraints are a significant factor in decision-making. How do SMBs budget technology, how much are they currently spending (by employee size), and how do they expect spending to change in the next year?
• What’s most important to SMBs when selecting solutions—and what vendors can improve the purchasing experience. SMBs weigh multiple factors when making technology investments. Learn about the most important criteria in the SMB decision-making process and their wish lists for how vendors can improve the purchasing experience.
• Macro trends and their influence on tech Investments: How worried are SMBs about macro trends—from inflation to climate change—and what impact do these external forces have on technology investment timing and decisions?
• Criteria SMBs use to determine how well technology solutions work. What are methods and metrics SMBS use to assess the success of their technology investments, and what are the key factors influencing their decisions to renew or terminate contracts with technology vendors?

Why this eBook matters for SMB leaders

The decisions you make about technology today have long-lasting implications for your business. From increasing productivity to ensuring your company remains competitive, the right tech investments can drive substantial growth. The SMB Technology Buying Journey, Part One allows businesses to benchmark their decision-making processes against peers.

By tapping into the experiences of your peers through survey data, this eBook allows you to navigate the technology buying process with clarity. The knowledge shared can help you avoid common pitfalls and set your business up for sustained success.

Why this eBook matters for technology vendors

The SMB Technology Buying Journey, Part One offers direct insights into the decision-making processes of SMBs. By understanding the factors influencing technology purchases, technology vendors can tailor their offerings and marketing strategies to better align with SMB priorities. In turn, this can help vendors build stronger relationships and deliver solutions that resonate with SMB buyers, ultimately improving sales and customer satisfaction.

Download now

Thanks to our survey sponsors, Dell Technologies and SAS, you can download your free copy. Our companion eBook, The SMB Buying Journey, Part Two, is available here.

If you are interested in the full survey results, including detailed segmentation by employee size band and industry, please contact Lisa Lincoln (lisa.lincoln@smb-gr.com) for a table of contents and pricing information.

©SMB Group 2024

The Results Are In: SMB Group’s 2024 Technology Buying Journey Survey 19 Sep 2024 9:11 AM (7 months ago)

SMB Group has just released its latest survey, the 2024 SMB Technology Buying Journey, offering fresh insights into how small and medium businesses (SMBs) approach technology purchasing. Sponsored by Dell Technologies and SAS, this comprehensive 57-question survey captures responses from 738 technology decision-makers across U.S. SMBs, revealing how they think about, evaluate, and purchase technology solutions.

Key Survey Highlights:

• AI is Driving Technology Investments: AI is a major catalyst for SMB technology spending. 27% of respondents report “significantly accelerating” their tech investments due to AI requirements, while 35% are “slightly accelerating” their efforts. Notably, the impact of AI is strongly tied to company size: most businesses with 20 or more employees are ramping up investments, while those with fewer than 20 employees report little or no impact on their tech adoption pace due to AI.
• Top Factors in Solution Selection: SMBs prioritize cost-effectiveness (43%), better compatibility with existing systems (34%), and ease of use (33%) when shortlisting solutions. However, priorities shift with size: larger SMBs (500-2,500 employees) rank superior technology and features as their top reason for choosing a solution, while companies with 100-499 employees prioritize compatibility and integration. Smaller SMBs (fewer than 100 employees) focus on cost-effectiveness and ease of use.
• Preferred Guidance Sources: The top sources SMBs rely on for guidance are technology consultants (44%), business advisors (40%), and software vendor advisors (38%). Guidance preferences vary by company size: larger SMBs increasingly turn to external experts, while smaller companies rely more on internal resources like employees, customers, and even friends and family.
• Few SMBs Pay for Analyst Services: Only 13% of SMBs invest in paid technology analyst subscriptions. Among the 80 respondents who do, only 13 named recognized IT analyst firms, while the rest listed a mix of technology vendors, business advisors, and other types of firms.

Additional Insights Covered in the Full Report:

• Revenue outlook for SMBs
• Key macro and operational challenges
• Technology benefits and challenges
• Spending plans, budget cycles, and financing methods
• The impact of macroeconomic factors and AI on technology decisions
• Factors influencing vendor selection
• How SMBs evaluate technology performance
• Information and guidance sources for new solutions
• Content preferences for technology learning
• The SMB buying journey before contacting vendors
• Preferred purchase channels for software, PCs, laptops, and infrastructure
• Post-implementation vendor support preferences

The report includes an executive summary with recommendations for vendors looking to better serve SMB customers, and detailed segmentation by industry and for the following employee size bands:

• Small businesses: 1, 2, 3-4, 5-9, 10-19, 20-49, and 50-99 employees
• Medium businesses: 100-249, 250-499, and 500-999 employees
• Midmarket businesses: 1,000-2,500 employees

For more information or to request a table of contents and pricing, please contact Lisa Lincoln, Director of Client Services, at lisa.lincoln70@smb-gr.com.

©SMB Group 2024

Top 4 Small Business Technology Trends in 2024 17 Sep 2024 11:30 AM (7 months ago)

Whether you’re a fast-growing start-up or a medium enterprise ready to IPO, technology represents a major opportunity for small business owners to close the gap with large corporations. As old tools become obsolete and new tools crowd the marketplace, identifying the right tech solution can be the difference between a successful expansion and a failed one.

In late 2023, SMB Group found that 59% of small and medium businesses (SMBs) expected to increase their technology spending in 2024. But how do businesses decide to spend that money, and how will those budgets change in the years to come? Workday recently spoke with me to discuss the changing impact of technology on small and medium businesses and the tech trends that are defining 2024.

Check out this Workday blog, Top 4 Small Business Technology Trends in 2024, published on August 26, 2024, to learn about the importance of tech for smaller companies, and the four big SMB tech trends defining 2024: artificial intelligence and machine learning, ready-to-go solutions, moving to the cloud, and aligning technology spending with strategy.

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Xerocon 2024: Xero’s Growth Strategy for North America 3 Sep 2024 6:01 AM (7 months ago)

–by Sanjeev Aggarwal, Co-founder, SMB Group

In August, Xero held its annual Xerocon event in Nashville, Tennessee, hosting over 1,000 accounting professionals, financial advisors, and business consultants. Xero CEO Sukhinder Singh Cassidy started the event by discussing how Xero has been resetting the company, evolving its management team, and accelerating growth and technology initiatives. The company also discussed plans to elevate its focus on the North American small business accounting market and add new AI, mobile, and other features to its accounting platform.

Key Highlights

• New management team. Sukhinder Singh Cassidy joined Xero in November of 2022, commencing in the CEO role in February 2023, and brought in Diya Jolly as the Chief Product Officer in 2023. In April 2024, Xero announced Diya’s promotion to Chief Product and Technology Officer. Jolly came to Xero from Okta, where she served as the Chief Product Officer. Ashley Hansen Grech joined Xero in 2023 as well, after stints at Recharge and Square. As Chief Revenue Officer, she now leads Xero’s global go-to-market functions including sales operations, regional managing directors and leadership, customer experience, partnerships, and revenue operations. Michael Strickman joined Xero in October 2023 as Chief Marketing Officer. Together, the team is focused on accelerating innovation and promoting Xero’s offerings with more aggressive marketing to increase brand awareness and adoption in the US market.
• New GenAI-powered smart business companion, Just Ask Xero (JAX). Using a conversational style powered by generative AI, JAX is designed to assist users with bookkeeping tasks—from requesting information about accounting information to providing personalized insights about finances. With JAX, Xero aims to help users streamline processes, automate repetitive tasks, and provide insights to make their experience more efficient and productive. The vendor is focused on simplifying bookkeeping and financial management for small businesses, with capabilities such as smarter invoice categorization, predictive cash flow insights, and automated reconciliation processes. Customers can sign up now to try the beta version. Xero has yet to announce the full launch date and pricing.
• Strategic partnership with BILL to enhance accounts payable capabilities. Xero has recently formed a strategic partnership with BILL (formerly known as Bill.com) to enhance its accounts payable capabilities for U.S. businesses. This partnership integrates BILL’s payment solutions directly into the Xero platform, enabling Xero users to manage bill payments more efficiently without needing to switch between different systems. This embedded solution is designed to streamline bank transfers, check writing, and credit card entries—typically manual and time-consuming processes. Through this partnership, Xero users will also have access to BILL’s extensive network of 5.8 million members, allowing them to more easily find and pay vendors, further automating financial management.
• Better banking integration. Xero has increased the number of direct bank feeds in the U.S. and Canada from 20 to over 700 in the past 18 months, through partnerships with aggregators like Yodlee and Flinks. It has also added new bank reconciliation support to a period or bank statement so users can more easily identify discrepancies between bank statements and entries in Xero. This enables accountants and bookkeepers to verify the accuracy of their financial data and categorize and balance transactions at the end of each month. In addition, Xero has enhanced bank feed monitoring so users can more accurately detect when a bank feed is down.
• Enhanced sales tax and compliance features. Accountants and bookkeepers can now request W9 information directly from the contact page, and manually mark W9s as received, either one by one or in bulk. Xero has streamlined the process to create W-9s and expanded state-based sales tax reporting so that users can automatically generate sales tax reports for every state and filing period. The vendor also plans to introduce a new client insights dashboard in Xero Practice Manager and Xero HQ to give accountants and bookkeepers a snapshot of the financial health metrics and trends for their business edition clients.
• Boosted mobile functionality. Xero is significantly enhancing its mobile accounting app to enable small businesses to run and manage their accounting entirely on mobile devices. Several enhancements have already been rolled out and this is an area Xero will continue to invest in.
• Expanded partner ecosystem and integrations. Xero continues to expand its global footprint through strategic partnerships with financial institutions, payment providers, and technology companies. Xero’s strategic partners include Stripe, BILL, and Amazon Web Services(AWS). These collaborations help Xero adapt its platform to different markets and meet the specific needs of businesses in various regions. In addition, integrations with e-commerce platforms and CRM systems, facilitate smoother workflows and data synchronization. Xero is also working with a range of technology providers to access the best development tools, leading large language models (LLMs) and platform technology to provide the best tools to its customers.
• Increased focus on security. Xero has bolstered its security protections, emphasizing stronger data protection protocols and improved fraud detection mechanisms.

Perspective

Xero’s strategy and new initiatives hold promise to boost Xero’s competitiveness in the U.S. market, but its success will depend on various factors such as market dynamics, customer preferences, competitor actions, and overall business execution.

To date, it’s proved difficult for the vendor to grow mind and market share in the North American accounting market. Despite Xero’s advancements, expanding its share of the U.S. market has been an uphill battle. QuickBooks dominates the market, and Xero’s success will depend on its ability to differentiate itself effectively. Xero’s new features, particularly AI-driven ones, are promising but will need to be well-marketed and more valuable to users than the competition to truly move the needle.
Likewise, Xero’s expansion of its partner ecosystem and integration capabilities presents a significant opportunity. However, the effectiveness of these partnerships and the benefits they deliver to customers will be critical to its success.

While enhancing customer support is always a plus, it must be meaningfully better than competitors’ support to have a significant impact. By providing superior customer service, Xero has the opportunity to create a niche market of highly satisfied customers who can serve as brand advocates.

Since it is harder to displace an incumbent accounting vendor, Xero will need to lean into selling to the millions of small businesses in U.S. that still use spreadsheets for accounting and the many new small businesses that are formed every day. Persuading these businesses that they need an accounting solution—and or that Xero is the best one for the job—will require Xero to educate small business owners about the value that dedicated accounting software brings to small businesses, elevate brand awareness, and clearly distinguish its value-add versus the competition.

© SMB Group

Spotlight: How Zoho is Doubling Down on Privacy and Security 10 Jul 2024 8:12 AM (9 months ago)

At the Zoholics 2024 customer conference held in June, SMB Group met with Zoho execs to learn more about news and directions unveiled at the event. Announcements included updates and new products across its CRM and collaboration solutions, security stack enhancements, and new developer tools and services.

In this video, Chandramouli Durai, who heads up Zoho’s integrated security solutions strategy, discusses the company’s long-standing commitments to user privacy and security and investments in new security measures across its product portfolio and integrated security technology stack, including:

• Ulaa, Zoho’s privacy-first browser, now includes machine learning-powered phishing and crypto mining detection.
• Zoho Directory, a workforce identity and access management platform, includes new capabilities like Bring Your Own Key (BYOK) for data encryption, Cloud RADIUS for WiFi and VPN authentication, and device authentication for Windows, Mac, and Linux.
• OneAuth, Zoho’s multi-factor authentication solution, now features Smart Sign-in, MFA enforcement enhancements, passwordless login options, and App-Lock and encrypted cloud sync for more secure access and recovery.
• Zoho Vault, an enterprise password manager, now offers password generation, breached password detection, compliance reports, and secure storage for confidential data.

© SMB Group, 2024

Note: Zoho is an SMB Group client.

Spotlight: Zoho’s Collaborative Work Management Solutions Directions 9 Jul 2024 9:31 AM (9 months ago)

At the Zoholics 2024 customer conference held in June, SMB Group sat down with Zoho execs to learn more about news and directions unveiled at the event. Announcements included updates and new products across its CRM and collaboration solutions, enhancements to its security stack, and new developer tools and services.

In this video, Aarthi Elizabeth, responsible for Zoho’s Collaborative Work Management solutions, discusses insights about Zoho’s strategy for its productivity and collaboration solutions–which happens to be the first application category Zoho tackled when the company launched in 2005.

Listen to our discussion to learn about:

• The significant increase in migrations from top collaboration competitors to Zoho–and why it’s happening.
• New updates to enhance AI workflow automation.
• How Zoho is using AI in its collaboration and productivity suite.
• What’s driving the company’s development strategy in this area over the next couple of years.

© SMB Group, 2024

Note: Zoho is an SMB Group client.

Spotlight: How Zoho Intends to Transform CRM 8 Jul 2024 8:28 AM (9 months ago)

SMB Group got to chat with key Zoho execs about news and directions in several areas at their Zoholics 2024 customer conference held in June. Zoho unveiled updates and news across its CRM and collaboration solutions, enhancements to its security stack, and new tools and services for developers.

In this video, I talk with Prashanth “PVK” Krishnaswami, who heads up Customer Experience solutions at Zoho, to learn more about CRM for Everyone, which updates Zoho CRM to enable everyone in a company who interacts with customers or customer information to collaborate and communicate within Zoho’s CRM platform.

In the interview, you’ll learn about:

• Why Zoho created CRM for Everyone and the problems it addresses.
• How CRM for Everyone transforms customer experience by centralizing customer operations on a single platform to improve visibility and coordination throughout the customer journey.
• Key functionality and benefits.
• The role of AI in Zoho’s CRM and CRM for Everyone strategy.

© SMB Group, 2024

Note: Zoho is an SMB Group client.