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U.S. ISP SMB Support Services 2009-2013 ForecastPublished by: IDC Published: Sep. 13, 2009 - 31 Pages Table of ContentsTable of Contents IDC Opinion In This Study MethodologySurvey MethodologyForecast MethodologyDefinitionsSituation Overview ChurnFrequency of Support RequestsOpportunityFuture Outlook Forecast and AssumptionsSubscription Support Services ForecastÀ la Carte Support Services ForecastEssential Guidance Learn More Related ResearchSurvey DemographicsSynopsisTable: Key Forecast Assumptions for the U.S. ISP SMB Support Services Market, 2009–2013 Table: U.S. Subscription Support Services Revenue, 2008–2013 ($M) Table: U.S. à la Carte Support Services Revenue, 2008–2013 ($M) Table: U.S. Subscription Support Services and à la Carte Support Services Revenue, 2008–2013 ($M) Table: U.S. SMB Support Services Revenue, 2008–2013 ($M) Figure: U.S. SMBs' Service Provider Churn Status by Company Size Figure: Poor Support as a Factor in U.S. SMB Service Provider Churn in the Past Two Years by Company Size Figure: U.S. SMBs' Need to Visit Repair Site by Company Size Figure: U.S. SMBs' Need for ISP Visit for Onsite Support by Company Size Figure: U.S. SMBs' Use of Communication Service Provider Web Sites by Company Size Figure: U.S. SMBs' Method of Contact for Support Services by Company Size Figure: U.S. SMBs' Interest in Proactive Support Services by Company Size Figure: U.S. SMBs' Current and Expected Future Amount Paid for Support Services per Month Figure: Small Businesses and Small Business Employees by Company Size Figure: Small Businesses with Proactive Support Services, 2008–2013 Figure: Penetration of Proactive Support Services in Small Businesses, 2008 and 2013 Figure: U.S. Average Price of Proactive Support Services, 2008–2013 Figure: U.S. Subscription Support Services Revenue, 2008–2013 Figure: Number of à la Carte Support Visits per SMB, 2008–2013 Figure: U.S. Average Price of à la Carte Support Services, 2008–2013 Figure: U.S. à la Carte Support Services Revenue, 2008–2013 Figure: U.S. Subscription Support Services and à la Carte Support Services Revenue, 2008–2013 Figure: U.S. SMB Support Services Revenue, 2008–2013 Figure: Respondents by Number of Employees Figure: Respondents by Decision-Making Role Figure: Respondents by Type of Establishment Figure: Respondents by Type of Physical Structure Figure: Respondents by Location AbstractThis IDC study provides a forecast for the U.S. ISP SMB support services market. Technology is playing an ever-increasing role in the completion of business processes at businesses of all sizes. SMBs in particular rely on technology to function properly with smaller budgets than large businesses. ISPs noticed SMBs' need for technology support to accomplish mission-critical tasks and have stepped up to fill the void. ISPs need to pay attention to churn and frequency to maintain revenue. One of the leading causes of churn is poor support services. ISPs can maintain their revenue base and reduce churn with better support services. ISPs can also increase their revenue opportunity by pricing more effectively to capture the "missing middle." "Advanced enterprise services are increasingly becoming available to small businesses. Networked applications, unified communications, emerging collaboration tools, and other services are being made available as service providers move downmarket," said Matt Davis, program director, SMB Telecom, Broadband and Video, IDC. "This new level of complexity will drive the requirement for outsourced customer support services. IDC believes that ISPs are in a premium position to offer these services, accomplishing key objectives such as increased customer satisfaction, churn reduction, and incremental revenue from the services themselves." Get Full Details About This Report >> |
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