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This report looks at how communication service providers (CSPs) are bundling elements of social, mobile, analytics and cloud (SMAC) platforms to provide small and medium-sized enterprises (SMEs) with advanced tools and services in return for increased ARPU and stronger customer relationships.

Table Of Contents

The Digital SMEs: opportunities for CSPs providing social, mobile, analytics and cloud services

Contents


About this report


EXECUTIVE SUMMARY


Excecutive summary


Delivering a good customer experience to SMEs is a real challenge


CSPs are taking control of SME cloud strategy with integrated services and customer care


Recommendations for CSPs


SMEs ARE GOING DIGITAL


CSPs are making an effort to understand a new wave of digital SMEs


Business benefits and solutions (not 'cloud, mobile, apps') drive SMEs


Customer segmentation and analytics are important for knowing diverse SMEs


CSPs AS PARTNER OF CHOICE


CSPs are transforming internal processes and platforms to deliver digital services to SMEs ... it is a work in progress but is on the right track


Selling cloud with the right digital customer experience


Selling cloud and digital services profitably to SMEs involves refining the customer approach, processes, technology and go-to-market strategies


REDEFINING SME SERVICES


Redefining SME services: Connectivity plus extra services


CSPs are moving away from the cloud supermarket approach to what are the best apps and how can CSPs add value to SME solutions


Verizon leads in terms of offering an advanced portfolio of digital services for SMEs


APPENDIX


ABOUT THE AUTHORS AND ANALYSYS MASON

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