New Jersey

New Jersey SMBs entered the pandemic with a high level of comfort (75%) with digital tools and these companies projected business outcomes in line with the national average. Looking forward they are focused on recovery (46%), growing their customer base (47%), and optimizing their business (43%). Half of New Jersey SMBs intend to use digital tools more in post-COVID-19.

They have an interest in adopting customer relationship management tools, business/data analytics and customer insight tools, all at higher levels than national averages.

New Jersey Map
32%
Driver
35%
Adopter
28%
Maintainer
5%
Non-seg

Average revenue reduction

-16%   -16% avg.

% comfort with digital tools pre-COVID-19

75%   68% avg.

% plan to use tools more post-COVID-19

50%   53% avg.

Top 3 tools used pre-COVID-19

1) SEO (63% vs. 64%)

2) Business websites (68% vs. 69%)

3) Video conferencing (66% vs. 60%)

% increased use of tools during COVID-19

65%   72% avg.

Top post-COVID-19 questions

How will I...

Grow my customer base? (47% vs. 40%)

Recover from the damages done by COVID-19? (46% vs. 44%)

Optimize my business operations? (43% vs. 39%)

Top 3 tools interested in adopting

1) CRM platforms (17% vs. 11%)

1) Business/data analytics tools (15% vs. 9%)

1) Customer insights (13% vs. 11%)

Top 3 learning formats of interest

1) Step-by-step video tutorials (57% vs. 56%)

3) Webinars or livestreams (52% vs. 47%)

2) Step-by-step written guides (48% vs. 42%)

Top barriers to digital tool adoption

49% avg.

42%

Information deficit

45% avg.

41%

Cost

28% avg.

28%

Unsure of ROI

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