Closing the SMB gap, for good

Accelerating change has created a wealth of challenges for SMBs; rapid digitization and new digital-first experiences have been forced on businesses across the world. And a parallel explosion in the number of new channels, tools and platforms bring further complexities. Despite this continued uncertainty, SMBs and enterprises alike are striving to ‘build back better’; taking the opportunity to reimagine how they work and serve customers, engaging in new ways and places, and building new capabilities.

The success of enterprises and SMBs is intertwined, and both stand to benefit from improved collaboration. But research shows that while 85% of enterprises believe they are effectively supporting their SMB partners, only 40% of SMBs agree. It’s time to invest in new experiences, support and services to close the gap between SMB needs and reality.

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Learn more about Accenture’s Grow SMB

When your SMB partners grow, your enterprise grows
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Grow SMB success

Accenture examines the SMB landscape through a series of thought leadership. Explore our research and uncover insights into the next generation of platform growth.

Take SMB growth to new heights

Understand what the $1.2 trillion social commerce opportunity means for SMBs. Read more.

Get to know the newest generation of SMBs

Five ways enterprises can really understand—and deliver—what the next-gen of digital-savvy and self-funded SMBs need. Read more.

Winning in a small (and medium-sized) world

Three key actions for enterprises to unlock and win SMBs globally, at scale. Read more.

The power to influence

Learn about the trust that SMBs place in their peers, and what it means for enterprises if they play the right role in nurturing SMB-to-SMB networks. Read more.

Tell me all about yourself

A smart approach to segmentation can enable enterprises to build deeper, more trusted sales-generating relationships with SMBs. Read more.

If enterprises build trust, SMBs will spend

Explore why enterprises must build trust with SMBs and the reward for those that get it right. Read more.

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Opportunities for the new normal

Platforms are uniquely positioned to help SMBs emerge stronger. As Accenture, we bring the breadth and depth of experience across the SMB and enterprise ecosystem to help strengthen the SMB voice for your business, creating value for everyone.

Understand the SMB

We can help you address the diverse range of needs and challenges of underserved SMBs to build customized experiences and tailored solutions.

Earn SMB trust

Only 51% of SMBs trust that enterprises have their needs in mind. We can guide you in understanding SMBs’ unique priorities to earn invaluable trust.

Build relationships

With a deep understanding of SMB needs, we can support your SMB relationship building to truly become a platform for inclusive growth.

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Accenture’s Grow SMB Framework

Turbo-charging growth by shifting from B2B-centric model to SMB-centric inclusive growth mindset.

B2B Centric Growth

From B2B-centric…

Grow SMBs by enhancing existing B2B Marketing, Sales and Services engagement channels to drive acquisition and consumption.

SMB Centric Growth

…to SMB-centric

Transform business models, products and services to accelerate growth of SMBs and help them thrive on their own terms.

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Five pillars of SMB engagements

Our suite of solutions and accelerators powered by an Intelligent Core helps bridge the trust gap.

Acquire

Identify and adopt new SMB customers and partners.

Onboard

Enable frictionless onboarding for all SMBs.

Engage

Drive customized SMB engagement and experiences.

Support

Provide proactive support tailored to SMB needs.

Offer

Deliver relevant, SMB-specific solutions and programs.

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Case studies

A mobility and delivery platform unlocks over $85 million in revenue with a fresh mix of sales talent and data-driven insights.

A global networking technology company creates a new GTM to transform customer experience and lift revenues sky high.

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News

Accenture to Acquire N3 to Help Clients Drive Sales Growth in a Virtual Environment

Accenture to acquire N3, a tech-driven sales and demand-generation firm, that helps clients drive sales growth in an increasingly virtual environment.

Accenture Acquires Yesler, Bolstering its B2B Marketing Services

Accenture acquired Yesler, a B2B marketing services agency that helps leading brands run their global marketing programs and operations at speed and scale.

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Frequently asked questions

At Accenture, we define Small and Medium Businesses (SMBs) as companies with up to 500 employees and annual revenues of up to $1 billion.

  • Micro-SMBs: 2-19 FTEs
  • Small-to-medium SMBs: 20-99 FTEs
  • Larger SMBs: 100-499 FTEs

SMB’s play a central role throughout the global economy and represent a massive untapped opportunity for global enterprise (software and platform) growth. According to the World Economic Forum, “Small and medium-sized enterprises (SMEs), which represent around 90% of all firms globally, provide roughly 70% of all employment and, by some estimates, contribute to up to 70% of global GDP.”

“SMBs just behave like consumers / enterprises”: SMBs lie at a nuanced intersection between consumers and businesses (‘pro-sumers’) so enterprises cannot fall back on either of these standard approaches when addressing SMBs.

“All SMBs are the same”: SMB buying behaviors, needs, and preferences vary wildly (especially along key vectors like digital maturity and company size), so enterprises need to invest in segmentation to build out the right treatments and strategies.

“Enterprises understand SMB needs”: SMBs consistently voice concerns that enterprises don’t understand them and instead care more about sales than SMB success, and the majority of enterprises do not have dedicated SMB functions.

“SMBs trust Enterprise solution partners”: There is a significant trust gap between SMBs and the enterprises they buy products from. In fact, most enterprises vastly overestimate the degree to which SMBs trust them.

  1. SMBs need help to digitize their businesses: SMBs are looking to learn and adopt new technologies. While newer SMBs show greater digital confidence, most SMBs are not overly digitally mature and need help navigating their digital journey.
  2. SMB decision-makers are time constrained: Many SMB buyers wear multiple hats in their organization. As a result, they often do not have time to muddle through a massive array of enterprise content.
  3. SMBs lean on their peers when discovering and evaluating digital solutions: Whether they are searching for new solutions or looking for advice during the purchase journey, SMBs rely heavily on their network of peers.
  4. SMBs want SMB-specific treatment: SMBs want to see solutions that are built for them, not rebranded consumer or enterprise products. They expect the same fast and high-quality experiences they have with brands they use in their personal lives, but with the account-level support and sophistication their business needs.

These are the most important actions enterprises can take to win more SMB business:

  • Price affordability
  • Provide better customer service
  • Customize products for SMB needs
  • Understand SMBs better
  • Build quality products