Commentary
Technology adoption in smaller firms: a practical view
For smaller businesses, the question is rarely whether to adopt new technology, but how to do so without disrupting the customer relationship.
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Much of the commentary on digital transformation is written with large organisations in mind. For smaller firms, the realities are different: limited time, tight budgets and a close personal relationship with customers that technology can either strengthen or strain.
Starting from the customer
The most successful adoption tends to begin with a specific customer problem — slow payments, unclear booking, difficulty reaching the business — rather than with the technology itself.
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