A Microsoft study on SMBs in India said Cloud computing is enhancing customer loyalty for SMBs, and is enabling SMBs to connect with customers in other parts of the country, and the world.
The study conducted by the Thought Arbitrage Research Institute (TARI) said investment in Cloud will help SMBs to achieve 2.3 times improvement in customer advocacy and loyalty and 3 times improvement in accessing new customers.
Interactive and customized services improve 17 percent on low cloud adoption, 36 percent on medium and 55 percent on high. It improves 234 percent when SMBs move directly from low to high.
Business response time improves 13 percent on low cloud adoption, 50 percent on medium and 72 percent on high. It improves 454 percent when SMBs move directly from low to high.
Footprint in national and global markets improves 22 percent on low cloud adoption, 28 percent on medium and 65 percent on high. It improves 195 percent when SMBs move directly from low to high.
Customer base improves 13 percent on low cloud adoption, 40 percent on medium and 59 percent on high. It improves 254 percent when SMBs move directly from low to high.
Microsoft India said it conducted the Cloud survey among 275 MDs/CEOs of SMBs, across manufacturing, retail, IT/ITeS, ecommerce, education, health and hospitality sectors, across 11 cities such as Bangalore, Chennai, Chandigarh, Coimbatore, Hyderabad, Kolkata, Lucknow, Mumbai, Mysore, Delhi NCR, Pune.
Definition of Cloud usage for study purpose
Low cloud usage is use of basic email services, file storage/sharing and basic antivirus software
Medium cloud usage is use of productivity/collaboration tools like Microsoft Office 365, web conferencing tools like Skype, financial accounting software, document management tools like Microsoft SharePoint, etc.
High cloud usage is use of CRM and ERP software like Microsoft Dynamics 365, payroll, apps development, HRMS, project management tools, e-commerce, etc.
