Gartner Research

How CSPs Can Improve Their Technology Strategy to Better Serve the SMB Market

Published: 04 November 2016

ID: G00317207

Analyst(s): Monica Zlotogorski , Amresh Nandan


Small or midsize businesses present a huge market opportunity for communications service providers, albeit most have met with modest success. CSPs' technology strategic planners should implement technology and business process re-engineering best practices to better address the SMB challenges.

Table Of Contents
  • Key Challenges



  • Help Differentiate Among SMBs Across the Customer Life Cycle
    • Evolve a Periodic Resegmentation of SMBs Through Systems and Processes
    • Facilitate Business Leads to Deliver Appropriate Messages Through Service Delivery Channels
  • Create Products and Services to Suit Digitalization Objectives of SMBs
    • Redesign Communication and Infrastructure Products
    • Enable Easy Bundling of Products to Help SMBs With Their Specific Needs
  • Support Dynamic Nature of SMBs Through Operational Flexibility
    • Re-engineer Business Processes for Dynamic Nature of SMBs

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