U.S. ISP SMB Support Services 2009-2013 Forecast: Industry Report

U.S. ISP SMB Support Services 2009-2013 Forecast

Product Type: Market Research Report
Published by: IDC
Published: September 2009
Product Code: R104-40124

Description

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

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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