Small and medium-sized businesses (SMBs) that have embraced artificial intelligence (AI) report notable revenue growth, according to recent research by Salesforce. The survey of 3,350 global SMB leaders found that 91% of AI adopters experienced a positive impact on their revenue, underscoring the technology’s growing role in business strategy.
The study highlights a divide in AI adoption between growing SMBs and their declining peers, with 83% of expanding businesses using AI compared to just 55% of those experiencing downturns. As AI tools become more prevalent, the disparity is likely to increase, with 78% of growing SMBs planning to boost AI investment next year.
AI as a Revenue Driver
AI’s applications in SMBs span customer service, marketing, and sales, among other areas. For example, Norwegian paper tablet company reMarkable has adopted Salesforce’s Agentforce to manage increased customer inquiries. This system uses AI agents to handle routine questions and escalate complex issues to human representatives, enabling businesses to maintain service quality while scaling operations.
Kris Billmaier, EVP at Salesforce, pointed to the transformative potential of AI across business functions. He noted that SMBs leveraging tools like Agentforce are creating a playbook for how AI can enhance customer relationships, improve efficiency, and drive sustainable growth.
Trends in AI Utilization
Survey data shows a high level of optimism among SMBs using AI, with 87% reporting improvements in operational scalability and 86% seeing better profit margins. The most popular applications include marketing campaign optimization, content generation, and automated customer service through chatbots. AI also supports sales teams by drafting personalized outreach and suggesting next steps for customer engagement.
SMBs investing in AI also tend to prioritize data management and technology integration.
Among growing businesses, 74% are increasing investments in data infrastructure, compared to just 47% of declining firms.
This focus ensures accurate, actionable insights and prevents inefficiencies caused by siloed systems.
Challenges and Opportunities
Despite the enthusiasm, barriers remain. Security concerns top the list for SMBs expanding their AI use, as businesses grapple with safeguarding sensitive data. This concern influences purchasing decisions, with 81% of respondents favoring technology from trusted vendors.
The survey also revealed a misperception among non-AI users about the technology’s prevalence. While 80% of AI adopters believe it is widely used by their peers, only 33% of non-users agree, potentially creating a blind spot that could leave lagging businesses at a competitive disadvantage.
AI’s Broader Implications for SMBs
The rise of autonomous AI agents represents the next frontier for SMBs. These systems, like Salesforce’s Agentforce, aim to handle complex tasks independently, reducing the need for human intervention. According to Billmaier, SMBs with solid data and technology foundations are best positioned to capitalize on these advanced tools, potentially gaining an edge in efficiency and cost management.
Industry Context
AI adoption among SMBs reflects broader trends in the technology sector. Businesses of all sizes are exploring AI to address challenges like workforce shortages and operational inefficiencies. For marketers, the findings underscore the importance of staying attuned to AI’s evolving capabilities, particularly in automating tasks such as lead scoring and campaign personalization.
As AI continues to shape the competitive landscape, the Salesforce report provides a clear takeaway: SMBs that embrace AI strategically are more likely to achieve sustainable growth, while those slow to adopt risk falling further behind.