Disclaimer: All statistics mentioned in this article are sourced from the 6th edition of Salesforce’s Small and Medium Business Trends Report.
Every year, hundreds of small and medium businesses (SMBs), just like yours, start with high hopes of making it in a tough market, despite facing many challenges. And, every year, we’re here at Salesforce helping you stay up to date with the latest trends. It’s one of our favorite things to do — support small businesses.
We surveyed 3,350 small business leaders worldwide to learn insights on technology, AI, and the future of business in the Small and Medium Business Trends Report. The results were very clear — technology is advancing rapidly. In fact, 76% of small businesses that are jumping on smart technology trends are growing. It’s a clear sign that artificial intelligence (AI) technology is key to small business success. We’re going to tackle the key takeaways from the report, plus some tips and strategies for you to stay ahead.
What we’ll cover:
The future of small business is looking bright in 2026
Our research shows that small businesses are thriving, not just surviving. In fact, 81% of SMB leaders feel good about the future. Small businesses are increasingly turning to AI, automation, and CRM tools to improve efficiency and enhance customer experiences — which means time is back in their pockets, so daily operations can run smoothly.
Top 5 trends contributing to small business success
SMBs and startups are focused on getting new customers and improving the customer experience. Our research shows that growing SMBs put customer satisfaction first, and this means investing in AI-backed technology to meet their expectations. On the other hand, stagnant or declining businesses are cutting costs and focusing only on getting new customers. This shows that keeping customers happy and upgrading your tools with AI is key to growth.
1. SMB customer service confidence is rising
Growing businesses are using AI customer relationship management (CRM) tools to improve how they connect with customers across all channels. At the same time, they’re using integrated tech solutions to make their operations smoother. With 54% of SMB leaders feeling confident they can adapt to market changes, these businesses are ready to respond quickly to customer needs and new opportunities. This shows that SMBs are using AI-backed CRMs to improve customer connections and stay ready for new opportunities.
The takeaway: Invest in a trust AI-powered technology to focus on better customer experiences. Staying up-to-date with automation helps SMBs boost efficiency, strengthen customer relationships, and compete — even with bigger companies.
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No matter where you are on your journey as a small business owner, you can get started with Starter Suite — the all-in-one AI CRM your SMB needs.
2. AI-backed tech investments matter
Investments in technology are at the very heart of small business growth. According to our latest report, 76% of SMBs that increased their tech spending over the past year show a solid commitment. They’re using digital tools to simplify tasks, helping them connect with customers in an increasingly digital world. We found that SMBs are investing in automated marketing campaigns, AI-assisted sales, and self-service chatbots for customer support — all powered by smart intelligence.
This shows that investing in AI now, rather than later, will only help your goals as a business owner for a larger ROI in the future.
The takeaway: To fuel growth, small businesses are prioritizing tech investments and putting the money upfront because they’re seeing results. By using digital tools to simplify tasks and engage customers, they’re winning in the digital landscape. Key investment areas include AI agents like Agentforce, and trusted security like Data Cloud.
3. Smart technology is fueling growth
75% of SMBs are investing in AI, and 78% of SMB leaders believe it will be a game-changer for their businesses. While CRM is a key player in tech investments, small businesses are also exploring cloud computing, ecommerce platforms, and cybersecurity. These technologies help SMBs grow and stay flexible in meeting customer needs. In fact, 73% of SMB leaders believe their tech investments help them keep up with or even outpace competitors.
If you still think AI is just for big business, think again. AI has become the differentiating features for SMBs looking to level up. Business owners are looking for trusted tools and productivity features that will move their business (with or without them micromanaging it).
This shows that SMBs are investing in smart, integrated technologies like AI CRM, cloud computing, and top-tier cybersecurity to meet business standards and customer needs better.
The takeaway: Investing in smart technology is essential — not just to run daily operations smoothly, but to stay competitive long-term. Small businesses using scalable tools like Slack for team collaboration, Agentforce for AI-powered support, and Foundations to build on their CRM capabilities are better equipped to grow. These tools help streamline workflows, unlock insights, and future-proof your business in a fast-changing market.
Watch the webinar: Become AI Ready: How Small Businesses Can Use AI to Work Smarter and Grow Faster
4. AI is providing a competitive advantage
AI isn’t just tech talk anymore — it’s the secret weapon helping small business owners like you get more done with less stress. Instead of spending hours crafting individual marketing emails, AI helps you create personalized content in minutes. Instead of your team getting bogged down with routine service tasks, AI handles the repetitive stuff so they can focus on what really matters.
This isn’t just optimism. It’s a strategy in action. In fact, 91% of SMBs using AI report a boost in revenue, and growing businesses are nearly twice as likely to invest in AI compared to those in decline. The difference isn’t luck — it comes down to smart, intentional tech adoption. And you don’t even need a huge budget or a tech team to get started. Smart CRM tools make AI accessible to small teams, helping you understand your prospects better, create campaigns that work, and stay ahead of the competition.
The takeaway: AI helps small businesses punch above their weight. Smart tools can make a big difference in customer support, marketing, and analytics. When your experiences feel smooth and personal, people notice — and that’s how you build loyalty that lasts.
5. A new priority for SMBs is data management
66% of SMBs are increasing their investment in data management. This reflects a growing understanding of how important data is for driving growth. If you’re not using a CRM to keep all your data in one place, you might be missing out on valuable insights.
This shift shows that businesses are recognizing how essential centralized, clean data is for growth. The right tools help SMBs organize, secure, and analyze data more effectively.
This not only helps simplify operations, but also supports better decision-making and more relevant customer interactions. For growing businesses, strong data practices are becoming non-negotiable.
SMBs are sharpening their focus on data quality and security — a key foundation for future growth. AI plays a major role in this evolution — helping unify, analyze, and act on customer data in real time. Smart tools can spot behavior patterns, group audiences, and personalize interactions automatically. Pairing AI with CRM unlocks deeper insights and makes every customer touchpoint more meaningful.
Agentforce, Salesforce’s AI-powered support platform, brings this to life by generating summaries, suggesting replies, and streamlining case management. Smaller teams are able to deliver faster, more personalized support — without added overhead.
SMBs are increasingly building centralized systems to help teams access and use customer data easily. This not only improves customer interactions but also provides clear insights that guide smarter strategies.
That combination of CRM, AI, and intelligent tools like Agentforce gives SMBs the edge they need to compete in a fast-changing market and build lasting relationships.
SMBs can now centralize customer data, making it easy for teams to collaborate. This gives businesses the insights they need to fine-tune their strategies. This shows that by embracing CRM, AI, and data strategies, SMBs can stay competitive and build lasting customer relationships.
The takeaway: Having clean and organized data is like having a crystal-clear roadmap, you see the path ahead without distractions. When your data is in good shape, you can spot opportunities before your competitors and make decisions with confidence. AI tools like Agentforce help small businesses turn data into action — delivering faster support and truly personalized experiences. It’s not just about managing data — it’s about using it to lead the way forward.
Get more small business trends
This isn’t even half of the insightful tips in the 6th Edition Small and Medium Trends Report. Get your free download, and put this data into action. And we’ve got your complete small business suite set up, any time you’re ready.
Start your journey with a free trial of Starter Suite today. Looking for more customization? Explore Pro Suite. Already a Salesforce customer? Activate Foundations today to try Agentforce.
AI supported the writers and editors who created this article.
