2014

The focus of this study is to assist the providers of Web Services in understanding Economic and Financial feasibil-ity of Web Services among SMBs. The study shall also help

providers of Web Services in developing better business plans for tapping the under-penetrated SMB market. Our

team has gathered deep insights on the needs of SMBs from web services. Survey of over 500 SMB owners has

enabled us to identify key factors and influencers in the decision making process for procuring web services.

500 SMBs

9 Cities

More Info: arun.hegde@researchfox.com avishek@researchfox.com

Contact: 080-61341500/600Visit : www.researchfox.com

Indian SMBWeb Preference Outlook

01

Contents

Intr

oduc

tion

Indi

an S

MB

Ove

rvie

w

Dom

ain

Nam

es P

refe

renc

e

Mar

ket D

ynam

ics

for

Ado

ptin

g a

Web

site

India’s bridge across the Digital Divide

Research Over-viewPurpose and ScopeKey Take-Aways

Research MethodologySurvey Methodol-ogy

Demographic Split of Respondents

Nature of Business of Respondents

Data Triangulation

08

09

10

11

12

13

14

15

Segment Defini-tions

Industry Trends

Executive Sum-mary

Abstract

Overall Market Size

17

19

21

22

24

Combination of web domain names

Product Use pattern

Currently accessed common applica-tion on the web browser

Current Situation of Web Presence in SMB

26

27

29

30Drivers

Inhibitors and challenges

Opportunities

32

36

37

02

Mar

ket T

rend

s

Buyi

ng B

ehav

ior

Tren

ds

Fact

ors

Influ

enci

ng C

usto

mer

Ser

vice

s

Mar

ket E

cosy

stem

and

Dyn

amic

s

Online marketing trends of SMBs

Market mapping

Information Sources

Decision making criteria for buying domain names

Importance of web developer

Language Prefer-ences

Language Prefer-ence for online products to be in website

Language Prefer-ence of customers

39

41

45

47

49

50

52

53

Buying behavior over mobile phones

Payment methods of SMBs

Factors influenc-ing customer services and customer satisfac-tion ratings

55

59

61

Current Status of ICT in SMBs

Current Awareness

Current Adoption Level

Usage of ICT

63

64

65

67

Contents

03

Con

clus

ion

The

Way

For

war

d

Web

Ser

vice

pro

vide

rs in

Indi

a

Abb

reva

tions

Contents

Company Profil-ing

Hosting Raja

Big Rock

Host Gator

Net4

Web.com

Go Daddy

Intuit

Square Space

71

72

74

76

78

81

84

86

90

References 94

04

List of Exhibits

Exhibit1: Survey methodology representation

Exhibit 1.1: Data Triangulation & approach

Exhibit 1.2: SMB overview – Geo-graphical and vertical

Exhibit 1.3: Industry trends from Web & IT prospective

Exhibit 1.4: SMB drivers for website adoption

Exhibit 1.5: Current web consump-tion scenario by SMB

Exhibit 1.6: Key Inhibitors for SMB on website adoption

Exhibit 1.7: Future growth oppurtu-nities

Exhibit 1.8: Market models

1.1: Industrial and Geographical split of respondents

1.2: Nature & Size of Businesses of respondents

1.3: Website domain preferences for purchases

1.4: Website utilization trend

1.5: Web domain name preference for present and future deployment

1.6: Online marketing trend by SMBs

1.7: SMB market mapping on domain name provider & develop-er

1.8: Information source for website adoption in SMBs

1.9: Criteria for website buying by SMBs

2.0: Web developer help to SMBs

2.1: Language preferences while speaking with customer service executive on phone

2.2: Language preference for online product to be in website

2.3: Language preference of customers to the site

2.4: Purchase mode through mobile phone in SMBs

2.5: Access website on a mobile phone

2.6: Customer importance for accessing website on mobile phone

2.7: Mode of payment while trans-acting online

2.8: Factors influencing customer service in SMBs

2.9: Basic adoption level & over-view of ICT

3.0: Basic applications & its usages

3.1: Current ICT deployment

List of Illustrations

Research Overview

05

Purpose and Scope

The study was entailed to aid Web Service Providers with actionable information regarding the feasibility of Web Services for SMBs in India.

Furthermore, it will also help Web Service Providers to make a better business plan in order to tap the under-penetrated SMB market and assess the internet’s broader impact in terms of related consumer habits and the development of internet ecosystems in SMBs.

The scope of the study aimed at exploring SMB propensities in India with respect to web-based market connect in 9 Indian cities spread across the North, West, East and South of the country.

06

Key Take-AwaysIdentifying target market segments:

Geography wise adoption propensity of websites/ domain name

Verticals wise adoption propensity of websites/ domain name

Mapping the product/service need of SMEs

Identify the factors affecting the need mechanism of SMBs

The information collection process followed by SMBs

Re-engineering framework for collecting information of SMBs

Mapping SMBs needs/ pain points with web services

The decision making process or features

Drivers and inhibitors affecting the decision making

Key influencers across each decision making step

Decision making parameters (Price, language and local support)

Understanding Payment Options

Cash vs. Cheque

Credit Card vs. Debit Card

Research Methodology

07

Methodology

ResearchFox focused on both Primary and Secondary research to assess the market behavior. The primary research was conducted by means of in person and telephonic interviews of IT and business professionals, who possess the know-how and influence their respec-tive company's acquisition and use of web services. The survey was conducted across 9 cities in India and 500 SMBs.

Demographic of SMBs

For the purpose of this study, we classify SMBs as those with annual revenues less than INR 50 Crores. The study focused on SMBs across 9 Indian cities (New Delhi, Gurgaon, Noida, Mumbai, Chennai, Bangalore, Hyderabad, Ahmedabad and Jaipur). We focused on 3 industry verticals i.e. Manufacturing, Services and Retail.

Add on Value

Prospective clients can also request for a custom-made presentation of the study findings at an additional cost.

Research Report Deliverable Final Report: Report is in the form of a PDF. The document provides vendors of web services with reliable data and analysis, which will enable better understanding of the web services requirements of SMB customers Structure of the Report:

The report shall have two key components i.e.

Component 1: Aggregated study findings

Component 2: Recommendations on how product/ser-vices companies should fine-tune their go-to-market approaches for SMB customers

08

Sample Charts

Website Domain Name Purchasing Preferences

Website Domain purchase pattern

zz%

xx%

yy%

buy only .com buy only .in

buy both .com and .in

SMBs already bought in the last 1 to 2 years SMBs planning to buy website in the next 1 to 2 years

zz%xx%

yy%

buy only .com buy only .in

buy both .com and .in do not know

From the illustration 1.3, it has been observed that the trend of buying a ‘.com’ domain is changing gradual-ly as more SMBs are now focused to India for their business growth. But there will be a need for guidance to yy% of the SMBs who are not able to decide on whether to purchase a domain name or not.

With the advent of varied marketing plans and pricing strategies in domain name, more and more businesses are going online. There has been a prolonged requirement on buying domain name extensions based on the nature of businesses.

Source: ResearchFox Analysis

09

Toll Free Number

xx% yy%

yy%xx%

yy%xx%

Quick Response

yy%xx%

Factors Influencing Customer Service

SMBs already online in the last 1 to 2 years

SMBs planning to go online in the next 1 to 2 years

Capability to Troubleshoot

Local Language Support

Source: ResearchFox Analysis Base: 500 units

10

About ResearchFox

ResearchFox is a Bangalore based market research Company with focus on delivering high quality research services to business professionals, organi-zations and individuals through knowledge driven research methodology.

We provide first-hand data services & reports on various industries, technologies, market parameters and key competitors in the industry thereby giving rational forecast on market trends to help clients identify prospective growth areas and gain competi-tive edge.

Established as SBU of Han Digital group in 2009, ResearchFox was officially incorporated in 2012. We provide niche market research services which goes beyond client - vendor transactions/ interactions by not only paving way for strong relationships but also creating a healthy ecosystem for actionable decision making

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