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This report from Knowledge Peers and Pierre Audoin Consultants (PAC), reveals what leaders of Small and Medium-Sized Businesses (SMBs) think of IT – its strategic value, its potential, and the changing way in which it is being used in their organisations.


Many IT services and software suppliers see the small-medium sized business (SMB) sector as a key growth opportunity. However the SMB sector is under-analysed and not well understood, compared to that of large enterprise and Government.


Key Findings:


• Leaders of SMBs, like those of larger enterprises, see IT as strategic and critical to their business operation and success

• SMB leaders recognise the potential for business impact of new technological approaches, like CRM, the cloud and mobile IT

• Their biggest challenges are incompatibility of different packages and lack of skills

• There is considerable support for the ideas of “bring your own” and virtual/remote working amongst SMBs




• Suppliers of software packages to SMBs should continue to work on making them easy to integrate or offer integrated packages across functional areas

• Services suppliers should articulate clearly how they can alleviate skills issues at a price and a predictable cost model acceptable to SMBs

• Marketing to SMBs should recognise that the board member responsible for IT is generally someone who is not a dedicated CIO / IT Director; such people will need clear business benefit messages without jargon



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Knowledge Peers is an on and off-line service for forward-thinking leaders to explore emerging ideas and challenges. It facilitates peer to peer learning between directors of businesses and charities via video-based Case Studies, topical events and specialised research.


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PAC is a global market research and strategic consulting firm for the Software and IT Services Industry (SITSI). PAC helps IT vendors, CI Os, consultancies and investment firms by delivering analysis and advice to address a range of growth, technology,financial and operational issues.


Feb 8, 2021
Jan 4, 2012
IT Briefing

This resource is no longer available.