Meet the New Small Business SaaS Customer 

This report was written in cooperation with the Local Search Association and the Tech Adoption Index, and aims to shed light on the new small business SaaS customer.

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The report looks at what services within the digital marketing tech stack business owners prefer to do themselves (Do-It-Yourself or DIY) and when they see value in the do-it-with-me (DIWM) and do-it-for-me (DIFM) proposition:  

  • Domains (50%), websites (37%) and social advertising (29%) were the top 3 products that surveyed SMBs had purchased directly from a service provider’s website or app, without any interaction with a sales or customer service representative
  • 36% of SMBs have built their website themselves and of those who did, 50% said it was because it provided them more control of their final result
  • Young business owners (ages 18-34) are more inclined to choose DIY tools based on the reasoning that it’s fast and simple to process and lets them avoid interaction with sales reps
  • 35% of surveyed SMBs said they would upgrade to a DIFM, if the free/low price version doesn’t meet their needs

The report was commissioned by Mono Solutions, and put together by the Tech Adoption Index - a division of the Local Search Association (LSA).

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