IN­DIAN SME SEC­TOR COMES OF AGE – BETS BIG ON CRM

New gen­er­a­tion IT de­liv­ery mod­els like Soft­ware as a Ser­vice (SaaS), In­fra­struc­ture as a Ser­vice (IaaS), and Plat­form as a Ser­vice (PaaS) came just in time to make tech­nol­ogy af­ford­able for smaller busi­nesses which were oth­er­wise limited by re­source const

PCQuest - - COVER STORY - Garima Rai, Head of Mar­ket­ing – In­dia and APAC at In­sid­eView

T– here is no deny­ing that eco­nomic growth across coun­tries is largely de­pen­dent on the suc­cess of small and medium en­ter­prises (SMEs). Par­tic­u­larly in In­dia, the SME sec­tor has been a key driver for in­dus­trial growth and a ma­jor source of em­ploy­ment gen­er­a­tion at low cap­i­tal costs. In the past cou­ple of years, the In­dian SME sec­tor has un­der­gone a ma­jor shift from man­u­fac­tur­ing sim­ple goods to more in­no­va­tive and tech­no­log­i­cally ad­vanced prod­ucts like elec­tronic de­vices, soft­ware, med­i­cal equip­ment etc. At the same time glob­al­iza­tion opened the doors to in­ter­na­tional mar­kets for these busi­nesses, al­low­ing them to fully lever­age the cost ad­van­tage that they had over com­peti­tors based in other parts of the world.

Dig­i­tal tech­nolo­gies played a piv­otal role in mak­ing this shift hap­pen. Fur­ther, new gen­er­a­tion IT de­liv­ery mod­els like Soft­ware as a Ser­vice (SaaS), In­fra­struc­ture as a Ser­vice (IaaS), and Plat­form as a Ser­vice (PaaS) came just in time to make tech­nol­ogy af­ford­able for smaller busi­nesses which were oth­er­wise limited by re­source con­straints. How­ever, as SMEs con­tinue to fuel the coun­try’s econ­omy, the growth of the SME sec­tor it­self is largely de­pen­dent on its abil­ity to adapt to the pace of the dig­i­tal trans­for­ma­tion that the in­dus­try is un­der­go­ing.

What lies ahead – chal­lenges &op­por­tu­ni­ties

What needs to be ac­knowl­edged is that tech­no­log­i­cal changes are driven by none other than the con­sumers and their con­tin­u­ously evolv­ing ex­pec­ta­tions. In such a sce­nario, to­day’s in­no­va­tion be­comes ‘nor­mal’ to­mor­row and passé sooner than ever. To re­main com­pet­i­tive SMEs need to fo­cus on ex­ceed­ing cus­tomers’ ex­pec­ta­tions time and again. This is eas­ier said than ac­com­plished. While most SMEs use newer tech­nolo­gies to im­prove their op­er­a­tional ef­fec­tive­ness and process ef­fi­cien­cies in man­u­fac­tur­ing and prod­uct devel­op­ment, they gen­er­ally

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