SMB SaaS Use and Purchase Trends, October 2021


SMB SaaS Use and Purchase Trends, October 2021

The Fall Edition of the 2021 Modern Commerce Monitor online survey explores the continued adoption and evolving expansion of SMB SaaS products and cloud services. Including CRM, point of sale, scheduling and other services, this report examines SMB adoption rates, churn, satisfaction and other factors. Channel preference and pricing is also covered. As we’ve tracked these trends with increased detail over the last year (2020), we are seeing improvement in how SaaS players support SMBs, as well as the areas that still need attention. Covid-era impact on ongoing SMB operations is included.

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Date: October 2021

Length: 35 Pages

Composition: Charts and analysis of SMB survey responses from September and October 2021.

Charts included:

Technology Adoption Trends– U.S. current and future adoption rates, areas, churn, satisfaction, types of services used

Online service and tools -Time spent, benefits, use

Purchase Trends– How and when SMBs purchase, pricing, freemiums, purchase experience, channels used to purchase, preferred providers and number of providers

Additional Tech Trends– Business owner retirement, cryptocurrency usage, ecommerce, GMB (Google My Business) use and performance, scheduling and appointment tools.