11th-Nov-2025 • Martin Mwangi • SME Customer Insights
For Kenyan small and medium enterprises (SMEs), understanding your customers is crucial for success. In today's fast-paced business environment, staying ahead of the curve means making informed decisions based on valuable customer insights. Here are some essential insights that can help your SME thrive in Kenya.
Understanding your customers' preferences is key to providing products or services they truly value. This could mean anything from the specific features they look for, preferred pricing models, or even their preferred communication channels.
For example, according to a recent survey by Lipabiz Technologies Ltd, 70% of Kenyan SME customers prefer online shopping for its convenience and time-saving benefits. This insight highlights the importance of having a robust digital presence for your business.
Identifying and addressing your customers' pain points can help you stand out from the competition. By understanding what challenges they face, you can tailor your offerings to provide real solutions that make their lives easier.
For instance, a common pain point among Kenyan SME customers is long wait times for product delivery or service response. By streamlining your operations and improving customer service, you can address this issue and build customer loyalty in the process.
Understanding how and when your customers make purchases can help you optimize your marketing efforts and sales strategies.
Data from Lipabiz Technologies Ltd shows that a significant percentage of Kenyan SME customers make purchases during peak shopping periods, such as festive seasons or promotional events. By adjusting your marketing strategy to capitalize on these times, you can drive more sales and revenue for your business.
By leveraging these customer insights, you can make more informed decisions that lead to increased growth and success for your SME in Kenya.