For years, we have been talking about the value of CRM for small business. Yet, we the pundits of whatever, always have been publicly puzzled by what we thought was the slowness of small businesses to adopt CRM. How dare they buck the trend that we were declaring!
Admittedly, what we were talking about was more technology than strategy in their case, where when it came to the enterprise, it was more strategy than technology. That we were talking about, not what they were doing.
In any case, now CRM is being adopted by small business faster than Cool Papa Bell going to bed at night. (For those of you who have no idea what the hell I’m talking about, this is a reference to Cool Papa Bell, a great Negro Leagues baseball star who was so fast that, according to another Negro Leagues baseball star, Josh Gibson or Satchel Paige, depending on where you read it, “he could get out of bed, turn out the lights across the room, and be back under the covers before the lights went out.” Dell Cloud Business Applications and Techaisle did a study on the adoption of Cloud Applications by SMBs and, not only did they find adoption of all cloud apps on the rise by small businesses, they found CRM was by far the most adopted, up from 34% in 2010 to 55% in 2012, suggesting (at least to them) that CRM was the gateway to other cloud apps.
There is no doubt in my mind that the growing ubiquity of cloud based technology, which brings down the price of even SaaS-based CRM, is a big part of the reason that CRM technology is finally on the rise with small business. It’s now affordable with technology choices ranging from free to not much more than that.