How Small Business Leaders Are Strategizing with AI, Data, and CRM

Are you greeted by your name when you stop by your corner grocery store to pick up a gallon of milk? Does your neighborhood barista remember your drink order? These experiences give consumers the warm fuzzies and create incredible customer loyalty.

Today, digital tools and artificial intelligence (AI) are transforming how small and medium businesses (SMBs) deliver those same personal touches — but faster, and at scale. Based on insights from 3,350 SMB leaders in the Salesforce Small Business Trends Report, this blog explores how small businesses like yours are using Salesforce AI to strengthen customer relationships and grow with confidence.

Spoiler alert: It’s no surprise that a customer relationship management (CRM) tool is at the heart of it all. In fact, 92% of SMB marketing teams are already using CRM  technologies. There’s so much more juicy information in this report but here are three ways SMBs are strategizing for a digital, AI-led future in the years ahead.

1. SMBs are maximizing customer service and minimizing data silos

You know how important it is to keep your customers happy after a sale. In today’s world, that means being available across the numerous channels they prefer — whether it’s phone, social media, live chat, or a customer portal. But more channels can mean more complexity.

SMBs now use an average of nine different service channels. And while that opens the door to deeper relationships, it can also lead to data silos that make it harder for your teams to deliver a consistent experience.

That’s why many SMBs like yours are now leaning on AI-powered CRM tools to simplify their support strategies:

• Self-service options and integrated AI are helping teams resolve issues faster while still delivering personal, human support.
• 64% of SMB service professionals say that all departments are now using the same CRM software to unify data and work more efficiently.
• SMBs are consolidating support tools like email, phone, chat, SMS, and knowledge bases into a single platform to reduce gaps in service.

2. SMB marketers are prioritizing a hyper-personalized customer experience

You’ve probably noticed that your customers expect more than just great products. They want real connections — messages that feel like they were made just for them. That’s why personalization has now become hyper-personalization, and it’s here to stay.

Turns out, 65% of customers expect companies to adapt to their changing needs. But many still feel like they’re just a number. If you can use the data you already have to show customers you really know them, you’ll build trust — and stand out.

Here’s what small business marketers like you, are doing to get it right:

• 92% of SMB marketing teams use CRM tools, more than even enterprise teams, to deliver more tailored customer experiences.
• Over 80% adjust their strategy based on customer behavior, which helps them stay personal at every touchpoint.
• 83% believe that customer experience is the #1 way to stand out, not just pricing or product features.
• 61% of customers still say they feel like just a number, which means you have an opportunity to do better where others fall short.

Tools like Salesforce AI for small business help you personalize at scale — automating outreach and surfacing real-time insights.

With Starter Suite, you can send smarter emails, track results, and follow up at the right time — all without needing a big team. When you’re ready for more advanced features like real-time customization or marketing automation, Pro Suite has you covered.

3. SMBs are embracing AI for all types of applications

You’ve probably heard a lot about AI lately — and maybe even wondered how it fits into your business. The good news? You don’t have to be a tech expert to start using AI in meaningful ways that help you and your team work smarter, not harder.

Small business teams like yours are already applying AI to personalize marketing and improve customer service. It’s not about replacing your team — it’s about helping your team do more with less.

Here’s how SMBs are starting to use AI right now:

• 71% of SMB marketers have a fully defined AI strategy — showing just how quickly small businesses are embracing this opportunity.
• 58% of SMB marketing teams are already using AI tools to personalize content and make faster decisions.
• 64% of SMB desk workers believe generative AI can help their business run more efficiently, while 62% say it can improve customer service.

Whether you’re just getting started or ready to scale, the Salesforce gives you simple, built-in AI features to help you work smarter every day — including dynamic email marketing, out-of-the-box sales processes, seamless customer service, and even a simplified storefront builder.

And when you’re ready to take it further, the Pro Suite offers more powerful AI tools, like enhanced real-time chat, greater customization and automation, sales quoting and forecasting, and access to AppExchange apps. You can even activate Agentforce with Foundations to bring AI-powered support and automation to your team.

Turn these small business trends into something big

Take these small business trends and apply them to your business strategy. Discover the all-in-one CRM for small businesses. Starter Suite brings marketing, sales, service, and commerce tools together, so you can grow your business with one easy-to-use suite.

Start your journey with the Starter Suite today. Looking for more customization? Explore Pro Suite. Already a Salesforce customer? Activate Foundations and try out Agentforce today.

AI supported the writers and editors who created this article.