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About INPUT INPUT provides planning information, analysis, and recommendations to managers and executives in the information processing industries. Through market research, technology forecasting, and competitive analysis, INPUT supports client management in making informed decisions. Continuous-information advisory services, proprietary research/ consulting, merger/acquisition assistance, and multiclient studies are provided to users and vendors of information systems and services (software, processing services, turnkey systems, systems integration, professional services, communications, systems/software maintenance and support). Many of INPUT'S professional staff members have more than 20 years' experience in their areas of specialization. Most have held senior management positions in operations, marketing, or planning. This expertise enables INPUT to supply practical solutions to complex business problems. Formed as a privately held corporation in 1974, INPUT has become a leading international research and consulting firm. Clients include more than 100 of the world's largest and most technically advanced companies. INPUT OFFICES North America International San Francisco 1280 Villa Street CA Mountain View, 94041-1194 Tel. (415) 961-3300 Fax (415) 961-3966 New York Atrium at Glenpointe 400 Frank W. Burr Boulevard Teaneck,NJ 07666 Tel. (201) 801-0050 Fax (201) 801-0441 Washington, D.C. 1953 Gallows Road, Suite 560 Tokyo VA Vienna, 22182 Saida Building Tel. (703) 847-6870 4-6, Kanda Sakuma-cho 12/90 000022 FEBRUARY 1991 WESTERN EUROPEAN CUSTOMER SERVICES MARKET ANALYSIS AND FORECAST 1990-1995 INPUT Piccadilly House, 33/37 Regent Street, London SWlY 4NF 071-493-9335 Researched by INPUT Piccadilly House 33/37 Regent Street, SW1Y4NF London England Published by INPUT 1280 Villa Street Mountain View, CA 94041=1194 U.S.A. Customer Service Programme—Europe Western European Customer Services Market Analysis and Forecast, 1990-1995 Copyright ©1991 by INPUT. All rights reserved. Printed in the United States of America. No part of this publication may be reproduced or distributed in any form or by any means, or stored in adata base orretrieval system, withoutthe prior written permission of the publisher. CESMO 539 1990 • « CUSTOMER SERVICES MARKET EUROPE. 1990 INPUT Abstract This report contains an analysis of user expenditure for customer services in Western Europe and provides a five-year forecast for the growth of user expenditures on customer services over the period 1990 to 1995. The report provides estimates of user expenditure for customer services in thirteen Western European country markets, with growth forecasts for the period 1990 to 1995, Country markets included are: Austria The Netherlands Belgium Norway Denmark Spain France Sweden Finland Switzerland Germany The United Kingdom Italy Forecasts provided in this report are presented in individual European currencies, U.S. dollars and ECUs. INPUT estimates for the customer services revenues of the leading fifteen equipment vendors in 1989 are provided, segmented by service sector and country market. This report contains 76 pages, including 65 exhibits. CESMO e1991 by INPUT. ReproduOionProhibited. Digitized by the Internet Archive 2015 in /^^/ TE BORROWER'S NAME NED 1 CUSTOMER SERVICES MARKET EUROPE. 1990 INPUT Table of Contents I Introduction 1 I A. Objectives and Scope 1 B. Methodology 1 C. Economic Statistics 2 D. Report Structure 3 n Executive Overview 5 . A. More Favourable Market Growth Prospects for Customer 5 Services Vendors B. Market Definition 8 C. Market Growth, 1990-1995 9 D. Service Sector Growth, 1990-1995 10 E. Market Growth by Vendor Type, 1990-1995 1 F. Country Market Growth, 1990-1995 12 G. Leading Equipment Vendor Customer Services Revenues 13 H. Long-Term Trends 14 1. Changing Emphasis 14 2. Long-Term Growth Prospects 15 m Customer Services Market Definitions 17 A. Market Definition 17 B. Service Vendor Definition 21 C. Service Sector Definitions 21 CESMO O 1991by INPUT. ReproduaionProhibited. CUSTOMER SERVICES MARKET EUROPE, 1990 INPUT Table of Contents (Continued) The Customer Services Market In Western Europe, 23 19904995 A. Customer Services Revenues 23 1. Leading Equipment Vendors' Customer Services 23 Revenues 2. Customer Services Revenue Stream by Product Type 25 B. Customer Services Market Forecast, 1990-1995 26 C Western buropean L-ountry MarKet Urowtn, iyyu-iyvD 2/ D. Western European Country Market Forecasts, 1990-1995 28 1989 Country Market Revenue Data 43 T 1989 Equipment Vendor Revenue Data 57 c Western Fiirnnean CiKtompr Servirp*? 7^ Market—Country Market Growth Forecast, 1990-1995 in ECUs D Market Forecast Reconcihation 75 01991 by INPUT. ReproductionProhibited. CESMO CUSTOMER SERVICES MARKET EUROPE. 1990 INPUT Exhibits I •1 Comparative Economic Statistics 2 ECU •2 Exchange Rates 3 n -1 Customer Services Market in the 1990—s 7 -2 Customer Services Market Definition Service Sector 8 -3 Western European Customer Services Market Growth, 9 1990-1995 — -4 Western European Customer Services Market Service 10 Sector Growth, 1990-1995 -5 Western European Customer Services Market Growth by 11 Vendor Type, 1990-1995 — -6 Western European Customer Services Market Country 12 Market Growth, 1990-1995 -7 Leading Western European Equipment Vendor Customer 13 Services Revenues — -8 Customer Services Changing Emphasis 14 — -9 Customer Services Market Long-Term Growth 16 m 1 Hardware Products Market Structure 18 2 Software Products Market Structure 20 IV -1 Leading Equipment Vendor Customer Services 24 — Revenues Western Europe, 1989 -2 Customer Services Revenue by Product Type 25 -3 Western European Customer Services Market Forecast, 26 1990-1995 -4 Country Market Growth, 1990-1995 28 — -5 Austria Customer Services Market Growth, 1990-1995 29 — -6 Belgium Customer Services Market Growth, 1990-1995 30 — -7 Denmark Customer Services Market Growth, 1990-1995 31 — -8 France Customer Services Market Growth, 1990-1995 32 -9 Finland—Customer Services Market Growth, 1990-1995 33 — 10 Germany Customer Services Market Growth, 1990-1995 34 CESMO O 1991by INPUT. ReproductionProhibited. Ill CUSTOMER SERVICES MARKET EUROPE, 1990 INPUT Exhibits (Continued) -11 Italy—Customer Services Market Growth, 1990-1995 35 — -12 The Netherlands Customer Services Market Growth, 36 1990-1995 -13 Norway—Customer Services Market Growth, 1990-1995 37 -14 Spain—Customer Services Market Growth, 1990-1995 38 — -15 Sweden Customer Services Market Growth, 1990-1995 39 — -16 Switzerland Customer Services Market Growth, 40 1990-1995 — -17 The United Kingdom Customer Services Market Growth, 41 1990-1995 — -18 Rest of Europe Customer Services Market Growth, 42 1990-1995 — A '1 Austria Customer Services Revenues, 1989 43 — 2 Belgium Customer Services Revenues, 1989 44 — •3 Denmar—k Customer Services Revenues, 1989 45 4 France Customer Services Revenues, 1989 46 — 5 Finland Customer Services Revenues, 1989 47 — 6 Germany Customer Services Revenues, 1989 48 — 7 Italy Customer Services Revenues, 1989 49 — 8 The Neth—erlands Customer Services Revenues, 1989 50 9 Norway Customer Services Revenues, 1989 51 — -10 Spain Customer Services Revenues, 1989 52 — -11 Sweden Customer Services Revenues, 1989 53 — -12 Switzerland Customer Services Revenues, 1989 54 — -13 The United Kingdom Customer Services Revenues, 1989 55 — -14 Rest of Europe Customer Services Revenues, 1989 56 — B 1 Bull Customer Services Revenues, 1989 57 — 2 Digital Customer Services Revenues, 1989 58 — 3 Hewlett-Packard Customer Services Revenues, 1989 59 — IBM 4 — Customer Services Revenues, 1989 60 5 ICL Customer Services Revenues, 1989 61 — NCR 6 Customer Services Revenues, 1989 62 — 7 Nixdorf Customer Services Revenues, 1989 63 8 Nokia—Customer Services Revenues, 1989 64 9 Olivetti—Customer Services Revenues, 1989 65 10 Phili—ps—Customer Services Revenues, 1989 66 11 Prime Customer Services Revenues, 1989 67 — 12 Rank Xerox Customer Services Revenues, 1989 68 — 13 Siemens Customer Services Revenues, 1989 69 — 14 Unisys Customer Services Revenues, 1989 70 IV ©1991 by INPUT. Reproduaion Prohibrted. CESMO