5 Trends

for SMEs for 2017_

1 Security_
66% 55% 7 million
has been the victim has implemented attacks per year,
of cyber-crime measures of only to SMEs
in the past two years.
The most common attacks are:
cyber security
37% 49% 29%
Spear phishing Phishing Malware attacks

2 Wifi_

28% of the companies 62% of SME customers

said that having Wi-Fi on spend more time
their store has increased in the store
customer loyalty. when they offer
free Wi-Fi

50% of SME customers

spend more in those that
offer free Wi-Fi

3 Marketplace SaaS (Software as a service)_

85% of SMEs will 46% of the software

invest more in SaaS applications will be SaaS type
in the next 5 years by 2017

64% of SMEs use cloud technology to drive their

growth and increase their efficiency

4 CRM: Customer relationship management _

29,2% of companies indicate that the

$ 26.300 $
$
$
CRM will be their priority of investment
million: $
$
$ to improve the customer experience
$
total investment in $
$
$
$
CRM software
47% of companies said that their CRM
$
$
$
by 2015
has significantly improved retention and
satisfaction of their customers

5 Unified communications_

38% of companies will

increase their investment
in unified communications
in the next 3 years

52% of SMEs says 55% of

productivity as the adoption of unified
main factor of communications
adoption (UC) in SMEs

Sources:
Opening (line): European SME Trend Watch: Q3 2016 - Current Analysis, 2016.
Element 1: Cyber Resilience: How to protect small firms in the digital economy FSB, 2016.
Element 2: Impact of Store Networks and WiFi on Customer Experience IHL, 2015. // How offering free WiFi can boost profits - Business
Insider, 2016.
Element 3: 2016 Report on the State of SaaS BetterBuys, 2016 // CIO Survey Nomura Research, 2016.
Element 4: Market Share Analysis: Customer Relationship Management Software, Worldwide, 2015 Gartner, 2015 // CRM Industry User
Research Report Capterra, 2015 // The Global State of Customer Experience 2016 CX Network.
Element 5: Unified Communications: Collaboration simplified PwC, 2015. // Unified Communications and Collaboration: A Global
Strategic Business Report Global Industry Analysts, 2016.