Segmenting the SME Market and Implications for Service Provision: A Literature Review

There are a number of ways in which the SME market can be segmented and defined, but which characteristics are most appropriate for an effective engagement strategy is questionable. This report reviews the evidence published in academic, government and practitioner literatures, with a view to contributing to a framework for the segmentation of the SME market for Acas. In so doing, it aims to feed into the development of an appropriate strategy for Acas to better serve the SME population via its good practice services and dispute resolution services.