A Report on the Implications of Digital Technologies for SMEs: 4Com

This report examines the implications of digital technologies on Small and Medium Enterprises (SMEs), with a specific focus on 4Com, a telecommunication company. The introduction highlights the rapid advancement of digital technologies and their impact on business communication and customer engagement, particularly through social media. The report outlines research aims and objectives, including evaluating the importance of social media in SMEs, examining the effect of social media marketing, and determining the development of customer satisfaction. It explores research questions related to the role of social media and the impact of digital technology. The report includes a critical review of literature, emphasizing the importance of social media for business growth and brand awareness. It also details research methodologies, including quantitative and qualitative approaches, and data analysis techniques. Primary and secondary research methods are employed to gather data, including questionnaires and surveys. The analysis of research findings focuses on the impact of social media channels on profitability and sales, customer satisfaction, and the effectiveness of digital marketing strategies. The report concludes with a reflection on research methods and potential alternative methodologies.

Research Project

Table of Contents
TITLE: ............................................................................................................................................1
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
P1 Produce a research proposal...................................................................................................1
P2 Appropriate research methods...............................................................................................4
TASK 2............................................................................................................................................5
P3 Conduct primary and secondary research using appropriate methods...................................5
P4 Analytical tools to analyse research finding and data............................................................6
TASK 3............................................................................................................................................9
P5 Communicate research outcomes..........................................................................................9
TASK 4............................................................................................................................................9
P6 Reflect on the effectiveness of research methods..................................................................9
P7 Consider alternative research methodologies......................................................................10
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................12

TITLE:
“The implications of digital technologies on SME’s”
INTRODUCTION
Digital technology define that term which enhancing at rapid manner in current scenario
and people are interested to used it. There are various changes which has been develop through
by digitization in all over the world so company are capable for communicating with customers
regarding services and services by different channels. In addition to this, revolution of social
media is very useful for organization in order for attaining and retaining buyers for long time
period. This report is based on 4Com which is small company that are dealing in
telecommunication and provide services to their clients (Hajli, 2015). Along with this, the report
is stated effective research aims and objectives that are necessary for identifying solution of
specific issue. For effective understanding on this topic, a literature review has been developed in
which different scholars and authors are given their views regarding specific topic. Therefore,
researcher can also used secondary and primary data for get effective data or information in
better manner.
Research Aim - “To determine the implication of social media on small business enterprise. A
case study on 4Com”.
Research objectives:
 To evaluate the importance of social media in small business enterprise
 To examine the effect of social media marketing on merchandising industry To determine the development of customer satisfaction while execution of digital
technology in 4Com company
Research Question:
 What is the importance of social media in small business enterprise?
 How to examine the effect of social media marketing on merchandising industry?
 What is development of customer satisfaction while execution of digital technology in
4Com company?
1

TASK 1
P1 Produce a research proposal
It is present research which are conducting for analyzing the impact of social media sites
to increasing customer satisfaction level. In current time period, different methods of social
media such as Facebook, Instagram, google, Facebook, twitter, etc. which is vastly increasing.
Along with this, social media has providing number of opportunities for enhancing company
growth or success in which they are established proper business models. Online social media
networks are also called as appropriate methods that assist in promoting new gods or services in
the large market place (Piercy, 2016).
With the help of digitalisation, retailing industry is increasing day by day, so firm require
to change their current marketing strategies and using social media channels which help in
attracting large number of customers. Along with this, social media assist in developing effective
marketing platform for making strong customers relationship in better manner. Most of the
retailing company which are used social media campaigns for attracting number of customers
and enhancing brand loyalty.
4Com is the small organization which is selected for this research project and it is dealing
in telecommunication and serve services to their clients. (Dessart, Veloutsou and Morgan-
Thomas, 2015). The firm has adopt various social media sites so this will increasing their
customers base and also help in satisfying their desired needs and wants in best possible manner.
Critical Review – It is that chapter which review certain related literature published that
has been developed on subject of specific study. Along with this, it will assist readers for
introducing concept of competitive strategy, challenges, social media while implementation of
social media technology.
Importance of social media in small business enterprise
Small business enterprise are determined as one of the major key to the improvement and
progress of such community (Coombs, 2014). The importance of social media in growing
business at speed manner. In current time period, there are numerous of people who are using
social media sites for aware about latest services of company introduced in large market place.
For successful business organization, each business require to leverage social media channels in
best possible manner. Along with this, social media is very compelling method when it come for
growing specific brand awareness. Most of the chief marketing officers agree that social media
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has directly impact on brand awareness. Apart from this, there are three social media channel
such as Facebook, YouTube, Instagram which enhancing awareness among customers. In an
organization, social media help in generating high income and revenue by gaining attention of
large number of customers. Mainly small business enterprise need to adopt social media channel
through this they can easily promoting their new telecommute services detail in this site for
attracting number of customers.
Effect of social media marketing on merchandising industry
According to the view of Chollet, Géraudel and Mothe, 2014 social media is also known
as group of different sites has develop where various people from several place can discuss their
opinions and views regarding company services at one place. In current time period, retailing
industry is developing day by day because of globalization so company can adopting various
types of social media channels that includes Facebook, LinkedIn, twitter, Instagram, etc. due to
this they can improve their brand value and take effective market position. Such networking sites
are appropriate for retaining their customers regarding purchasing company services on daily
basis.
Most of the people contain the buying funnel, so the higher lifetime value and company
contribution is related to corporate profitability. Along with this, it will assist people to transfer
their loyalty by single click on sites at international market place. In this, acquisition of social
media aid in committing and engaging people towards brand so this will develop strong relation
with their customers towards business corporations.
Development of customer satisfaction while execution of digital technology in 4Com company
There are different types of digital promotional strategies and methods such as virtual
marketing, day per click advertisement, search engine optimisation, public relation and social
media so that they can easily attaining with desired customers for long period of time. On the
other hand, it is very important for 4Com company is to execute digital methods and techniques
which support in enhancing customer trust and loyalty (Fernie, Fernie and Moore, 2015). Along
with this, such methods or tools can be implemented so it will contribute in gaining high
competitive edge as if company manager take effective feedbacks or reviews on customers
regarding specific telecommunication services So this will assist in making unique services that
are fully satisfy their needs and demand in better manner. Moreover, they are achieving
maximum number of customer satisfaction so they require to alter their strategies and methods
3

and make them capable for satisfy with such requirements. In 4Com organisation, customer
needs are fully satisfied if firm provide high quality based services or facilities to their buyers in
all over the world.
P2 Appropriate research methods
Research methodology is the collection of required information and data that are
necessary for develop investigation on different topic (Kozlowski, Searcy and Bardecki, 2015).
At the time of completing research project, there has been made different research methodologies
that are explained as follows: Quantitative research – This is one of the major appropriate method that is used by
investigation with keeping in mind of end goal for acquiring positive results of research.
In addition to this, qualitative research is totally based on gaining value added and correct
data and information on particular area so they will get required results or outcomes. The
idea of such judgement is subjective and finding are more exploratory which is based
upon statistical manner. There are different forms of methods which can be used in
qualitative research such as sampling, online surveys, questionnaire, online polling, etc. Quantitative research – This is that type of investigation which are getting for gaining
more numerical and mathematical form. Along with this, quantitative research can used
for gaining high level data and information so through this researcher can develop
different sorts in proper way. In such method, investigator distribute mathematical
approach and theories which has been relate quality under various questions. The
template should be objective, evaluated, elaborated and many a times, investigational in
nature (Andrews and et. al., 2016).
 Sampling – This is that process which can be used for develop statistical analysis that
required for observation to determined on the basis of number of people in better manner.
In this report, probabilistic method of sampling is used for developing and making
appropriate conclusion regarding research report. The sample size is 30 respondents in
which regular people are gives their views and opinions about 4Com company's facilities
and services.
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TASK 2
P3 Conduct primary and secondary research using appropriate methods
In this part, there are two types of methods that are used for gathering effective data and
information from customers such as primary and secondary are described as follows:
Primary methods – It is that method which can be used for collecting required data and
information with the help of primary sources and this is based on actual or real facts. Therefore,
it can help in getting accurate results or outcomes in more effective manner.
Secondary method – Information and data can be used through secondary data technique
that are help in collecting or gathering various facts and figures for present research (Schramm-
Klein, Morschett and Swoboda, 2015). Along with this, secondary data can be collected and
gathered with various sources such as articles, newspapers, magazines, journals and so more. It is
that type of data which can used for making immediate decision on specific study area.
This can be described as following a defined questionnaire method through which get
customer opinions and perceptions for adopting social media channels:
DATA ANALYSIS
Q1. Can social media channels impact on organisation's profitability and sales?
A. Yes
B. No.
Q2. Does social media can increasing business activities and growth of 4Com company?
A. Agree
B. Disagree
Q3. Do you think social media networking is useful for managing healthy relationship with
customer in 4Com?
A. Form customers' capable to recognise about commodity and services
B. Assist to realise market tendency
C. Make value for customers
Q4. How 4Com evaluate customers satisfaction level?
A. Conducting online-offline surveys
B. Taking response
Q5. What are the major benefits which can help in developing efficiency of social media?
5

A. Improving services
B. Developing brand awareness
C. Enhancing betterment
Q6. Which source of social media is used by 4Com organisation for promoting their services?
A. Mobile Applications
B. Facebook
C. YouTube.
Q.7. Does social media help in promoting business operations and its functions at
international level ?
 Yes No
Q.8. How social media marketing impact on small business operations and its activities
effectively ?
 Increasing in profitability Engage people towards products
Q.9. How to develop customer satisfaction at the time of executing digital technology within
4Com firm ?
 Analyse customers needs and wants Conducting surveys
Q10. Do you have any suggestion regarding how impact of social media on small business
enterprise in effective manner.
P4 Analytical tools to analyse research finding and data
Theme 1: Social media channels impact on organisation's profitability and sales
Q1. Can social media channels impact on organisation's
profitability and sales?
Frequency
A. Yes 27
B. No 3
6

Interpretation: From the above mentioned table, it can be analysed that social media channel is
directly impact of company sales and profitability in better manner. Social media method help
company in promoting desired products and services among customers. This will assist in
attracting domestic as well as international buyers towards organisation's services. In an
organisation, they require to adopt new and advanced technology which directly impact on
company sales in effectively. Along with this, it is one of the essential method and techniques
which can mainly attracting large number of customers towards services or facilities. There are
around 27 respondents who are agree on that statement and on the other hand, there are
approximate 3 respondents who are say no for social media channel effect on company sales and
profitability in effective way.
Theme 2: Social media can increasing business activities and growth of 4Com company
Q2. Does social media can increasing business activities and
growth of 4Com company?
Frequency
A. Agree 25
B. Disagree 5
7
27
3
A. Yes
B. No

Interpretation: It can be stated that social media can enhancing business activities and functions
within 4Com organisation in better manner. Social media assist in increasing company's
reputation and goodwill in the market area by attracting number of customers towards services.
With this, they are perform effective functions and operations in smooth manner. There are
around 25 respondents who are agree on this consideration and on the other hand, 5 respondents
are disagree on this statement where social media help in increasing awareness about company
new services and services in the large market place.
Theme 3: Social media networking is useful for managing healthy relationship with customer
Q3. Do you think social media networking is useful for
managing healthy relationship with customer in 4Com?
Frequency
A. Form customers' capable to recognise about commodity and
services
15
B. Assist to realise market tendency 5
C. Make value for customers 10
8
25
5
A. Agree
B. Disagree

Interpretation: It can be analysed that social media networking is beneficial for managing and
arranging sound relationship between customer and organisation in better manner. Social media
helpful in reaching with domestic and international customers and offer them desired goods or
services. For this, they can easily maintain and manage strong relationship with their customers.
In an organisation, this is required for firm is to control and manage all business activities which
are related with growth and success effectively. On the other hand, there are around 15
respondents who are agree on that customer are able for identifying new goods and services in
better way and rest of the 5 respondents are agree on that this will help in recognising current
market trends and other remaining 10 respondents are agree on that it is help in developing value
for customers in better manner.
Theme 4: Conducting online-offline surveys evaluate customers satisfaction level
Q4. How 4Com evaluate customers satisfaction level? Frequency
A. Conducting online-offline surveys 20
B. Taking response 10
9
5
10
B. Assist to realise market
tendency
C. Make value for customers

Interpretation: This can be concluded that 4Com require to measure customer satisfaction level
in different manner. It is required for an organisation is to evaluate their customers needs and
wants as per this they should develop innovative goods and services. They are analyse and
examine customers satisfaction level with the help of conducting survey of sample respondentss.
Along with this, organisation need to conduct customer satisfaction which help in determining
desired needs and wants in proper way. There are around 20 respondents who are agree on that
they are conducting online and offline surveys in better manner. Rest of the 10 respondents are
agree on taking feedbacks or response of potential people. Also this will help in identifying
current position of company which assist in identifying all new services or services of firm.
There are around 20 respondents who are agree on this statement and rest of 10 respondents are
agree on this consideration.
Theme 5: Improving services major benefits which can help in developing efficiency of social
media
Q5. What are the major benefits which can help in developing
efficiency of social media?
Frequency
A. Improving services 10
B. Developing brand awareness 10
C. Enhancing betterment 10
10
20
10
A. Conducting online-offline
surveys
B. Taking response