IDC released its latest report Jan. 31 titled “Worldwide SMB Top 10 Predictions: Market Position Index and Growth Opportunity Ratings by Region,” predicting that the small and midsize business market will experience growth in several areas.
The study from the Framingham, Mass.-based technology research firm examines the SMB market opportunity on a global basis across different regions while focusing on overall trends worldwide that are expected to drive SMB growth, such as IT spending, technology expansion and market expansion.
Raymond Boggs, vice president of SMB research at IDC, says these increases will allow SMBs to stay competitive in a big business world.
“SMBs have an opportunity to excel in providing the kind of ‘high touch’ that is often lacking in large companies,” Boggs told eWEEK. The idea of “high touch” is a level of personalization that makes it seem like the customer is being treated in a very individualized way.
Boggs used the example of CDW, a Chicago-area direct marketer, to explain how SMBs can make it feel they are treating customers with “high touch.”
“CDW gives even the smallest customer the name (or names) of account reps so you always call ‘Fred’ (or whomever) rather than just an 800 number where you speak to whoever happens to pick up the phone,” Boggs said.
Read the full story on Baseline: IDC Predicts SMB Growth in 2007