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市場調査レポート
米国におけるインターネットサービスプロバイダー(ISP)のSMBへのサポートサービス：2009-2013年の予測
U.S. ISP SMB Support Services 2009-2013 Forecast
| 発行 |
IDC |
| 出版日 |
2009年09月 |
商品コード |
101960 |
| ページ情報 |
英文 Pages: 31 |
| 価格 |
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Abstract
This 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."
Table of Contents
- IDC Opinion
- In This Study
- Methodology
- Survey Methodology
- Forecast Methodology
- Definitions
- Situation Overview
- Churn
- Frequency of Support Requests
- Opportunity
- Future Outlook
- Forecast and Assumptions
- Subscription Support Services Forecast
- À la Carte Support Services Forecast
- Essential Guidance
- Learn More
- Related Research
- Survey Demographics
- Synopsis
- Table: 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
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