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
2

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.
4

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

Interpretation: As per the above, it can be analysed that there are various advantages which can
assist in developing and making efficiency of social media in well organised manner. Social
media method assist in promoting variety of services and facilities among customers and it is
beneficial for developing efficiency of an organisation. This will help in developing brand
reputation and create awareness regarding 4com facilities. On the other hand, there are around 10
respondents who are agree on improving serviceability, rest of the 10 are agree on developing
brand awareness and remaining 10 respondents are agree on enhancing betterment and
improvement.
Theme 6: Facebook source of social media is used by 4Com organisation for promoting their
services
Q6. Which source of social media is used by 4Com
organisation for promoting their services?
Frequency
A. Mobile Applications 5
B. Facebook 15
C. YouTube 10
11
10
10
10
A. Improving services
B. Developing brand
awareness
C. Enhancing betterment

Interpretation: It can stated that social media is used by 4Com company which assist in
promoting goods and services in better manner. There are various methods or sources of social
media that can be used by company in order to promote their services and facilities. It includes
Facebook, mobile application and YouTube which are helpful in gaining attention of customers.
There are around 15 respondents who are agree on that Facebook is major source of social media
which attract large number of customers, rest of the 5 respondents are agree on mobile
application and remaining 10 respondents are agree on YouTube.
Theme 7: Social media help in promoting business operations and its functions at
international level
Q.7. Does social media help in promoting
business operations and its functions at
international level ?
Frequency
 Yes 20
 No 10
12
5
15
10
A. Mobile Applications
B. Facebook
C. YouTube

Interpretation: It can be analysed that social media assist them in promoting business
operations and its functions at the global level. Social media is the wide network which help an
organisation is to promote and spread their business operations at global level. This will develop
awareness among customers regarding company products and services. This will help them in
maintaining and managing business operations in smoothly running of an organisation. There are
around 20 respondents who are agree on that statement where they said yes for social media
assist in promoting company goods and services in better manner. On the other hand, rest of the
10 respondents are disagree on that consideration in which they are not think social media help
firm in reaching with desired customers.
Theme 8: Social media marketing impact on small business operations and its activities
effectively
Q.8. How social media marketing impact on
small business operations and its activities
effectively ?
Frequency
 Increasing in profitability 28
 Engage people towards products 2
13
20
10
Yes
No

Interpretation: From the above described table, it can be concluded that social media marketing
directly impact on small business operations and its functions. Social media is that method which
easily manage all business operations and its functions at global level and help in gaining high
income and profitability. With this impact, they are engage with desired people regarding
organisation's products and services. There are approximately 28 respondents who are agree on
that this will help them in enhancing income and profitability by delivering goods and services.
On the other hand, rest of the 2 respondents are said that this will assist in engaging people
towards desired products and facilities.
Theme 8: Analyse customers needs and wants at the time of executing digital technology
within 4Com firm
Q.9. How to develop customer satisfaction at
the time of executing digital technology
within 4Com firm ?
Frequency
 Analyse customers needs and wants 25
 Conducting surveys 5
14
28
2
Increasing in profitability
Engage people towards
products

Interpretation: As per the above described table, it can be analysed that it is required for firm is
to develop and maintain customer satisfaction while implementation of digital technology within
an organisation. 4Com required to analyse customers needs and wants with the help of
implementing latest technology and they can make proper changes as per the requirement of
customers. By offering and serving potential products, they required to use latest technology
which help them in easily reach with possible buyers. There are around 25 respondents who are
agree on that statement in which they require to analyse customers demand and needs. Rest of
the 5 respondents said that it will assist in conducting surveys before execution of digital
technology.
TASK 3
P5 Communicate research outcomes
In current time period, social media is one of the most appropriate method for small
business enterprise so this will help firm for attaining high cutting down edge in specific time
period. Along with this, firm marketing executive has used various social media channels for
improving market presence of their brand (Chae and Ko, 2016). According to the described
analysis it can explained that company are need to execute new and advance technology so social
media websites and digital technologies are mainly attracting large number of customers in
15
25
5
Analyse customers needs and
wants
Conducting surveys

specific period of time. In addition to this, it can described a positive relationship between social
media and customer satisfaction due to this they need to analyse company current market trends
and customers requirements in proper manner. The main purpose of every organisation is to
expand their market place in other location or area where they can easily gaining attention of
large number of buyers towards firm services. Also it will assist in attaining future goals and
objectives of whole market.
As per the result, social media is helpful for an organisation in order to promote various
goods and services among customers in the large market place. This is important for firm is to
use social media that can be useful in gaining high income and growth level effectively. Along
with this, social media directly affect on business operations and its functions which help them in
reaching with large number of customers. With the development of customer satisfaction,
company can easily gain attention of large number of buyers. This will help them in
implementing digital technology within 4Com company for acquiring high income and revenue.
It can be analysed that social media channels are useful in gaining high sales and profitability
income. This will assist in enhancing business activities and growth level for acquiring high
growth and development. In addition to this, social media marketing help them in maintaining
and managing healthy relation with their customers at the time of offering goods and services. In
addition to this, there are various advantages which can assist them in developing and
maintaining efficiency of social media in better manner. This will help them in improving
services and formulate brand awareness among customers. It can be useful for enhancing
promoting business operations and its functions at global level.
It can be analysed that social media is important in small business organisation because
this will assist in growing business at faster manner. There are various social networking
channels which help in increasing awareness among customers regarding latest techniques such
as Facebook, Instagram and YouTube. Due to impact of social media, the relationship between
brands and consumers have been changed a lot. Companies develop effective strategies so that
they are analyse and understand target consumers demand and needs. Implementation of
technology help company in developing desired goods as per the requirement of customers. It is
helpful in increasing customers trust and loyalty by executing technology. With this, they are
satisfying all needs and demand of buyers in order to provide them potential products and
services. In 4Com company, they are implement digital technology which assist in increasing
16

attracting large number of customers towards goods and services. It can be examined that social
media channels directly effect on organisational profitability and sales volume by creating
awareness in the market place regarding company's products. Social media is the method which
assist in enhancing business activities and its growth by interact with international customers.
This will assist in analysing and examining current market trends which help in developing
strong relationship with their buyers by fulfil their needs. From the described analysis, it can be
concluded that 4com can evaluate customer satisfaction level with the help of conducting online
and offline survey. With the assistance of social media, an organisation can easily develop brand
awareness among desired customers.
TASK 4
P6 Reflect on the effectiveness of research methods
This research project has bring out various number of functions and activities therefore
they are collecting or gathering relevant information in better manner. Along with this, data has
been collecting with using secondary and primary method for completing all work in systematic
way. The primary data is gather and collect through questionnaire method where secondary data
is collect in regard of literature review. I think that questionnaire is imperative method that is
useful for 4Com company for acquiring accurate data and effective information in better manner.
I believe that questionnaire will deliver better understanding regarding customer opinions and
thoughts so that company manager require to know about current market situations and how this
can be satisfied in better way.
A proper business project outline numerous practices and processes in order to
accomplish certain outcome in significant manner. Hence, in regard of carrying out authentic
research project, I have gone through systematic and scientific procedure of conducting a
research report in regard of reaching standard outcome of business report. I found out that social
media play very crucial role in the marketing and promotion of an organisation. There are
numerous social sites such as Facebook, Instagram, Snapchat, YouTube etc. through which
company can promote their business activities and company's operations. Hence, now I
understand how can digital technologies provide wider scope of marketing to a business
organisation.
17

Despite of theoretical aspects, entire research delivered numerous learnings and lessons
to me that are assisting for present and future program. I am aware of research procedure and
systematic use of distinct tools and techniques of investigation after conducting this report. I
learnt how to develop Gantt chart, data interpretation and analysis, and action plan in order to
reach the final outcome significantly. Numerous issues were emerged and assessed while
developing research project such as cost, time, communication etc. which I managed for further
investigation. Hence, through executing distinct practices, techniques and approaches, I have
learned to prepare a proper research report in disciplined and scientific manner.
P7 Consider alternative research methodologies
After analysing the research project, it is recommended that the researcher will have to
focus on its key audience so that they can make a good image in the minds of the customers and
make a strong brand image in the market as well. As it is a highly competitive market so this is
required to be done by the company on priority basis. It can also be noticed that there are various
types of social media tools which can be used by the small businesses so as to reach to their
customers in an appropriate manner.
4Com requires to bring changes in their workplace so that they can improve the
performance of their employees in the market. They are having a target to become the best
clothing brand in UK and so they have to make use of social media so as to increase their
customer base. Managers can also provide training and development assistance to their
employees as they can produce in better manner. The alternative method is interview which is
used instead of questionnaire method where they are taking response and reaction to their
respondents regarding effective products and services in better manner. It helps in improving
attractiveness and quality of services that is able to attain and retain customers for long time of
span. Managers have to use effective tools and techniques in order to improve brand image.
CONCLUSION
From the mentioned report it can be analysed that Digital technology define that term
which enhancing at rapid manner in current scenario and people are interested to used it. 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. The
18

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. Research methodology is the collection of required
information and data that are necessary for develop investigation on different topic. Social media
help in developing and gaining high sales and profitability amount by offering various goods and
services to their customers. It will also assist in enhancing various business functions and
activities of the 4com firm in better manner. In an organization, social media play an essential
role for gaining attention of large number of customers towards goods and services.
From the above described report, it can be concluded that social media channels directly
impact on organization's profitability and income level. It will assist in enhancing business
activities and growth of 4com organization in the market place. Social media channels help
company in developing and maintaining strong relationship with their customers by analyzing
their demand and needs. 4Com can easily evaluate customer satisfaction level with the help of
taking different respondents views and response. Social media help in improving services,
developing brand awareness and enhance betterment. Along with this, it will assist in promoting
business operations and its functions at global level as well as gain attention of customers.
19

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