Customer Services Market Analysis And Forecast, Europe

158 Pages·1992·9.6 MB·English

by  Input

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CUSTOMER
SERVICES
MARKET AND
ANALYSIS
EUROPE
FORECAST,
1992-1997
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INPUT
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CUSTOMER SERVICES MARKETANALYSISAND FORECAST, EUROPE, 1992-1997 INPUT
Researched by
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Customer Services Programme Europe
(CECSP)
Customer Services Market Analysis and
Forecast, Europe, 1992-1997
Copyright © 1992 by INPUT. All rights reserved.
Printed in the United States of America.
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CESM2 • 600 • 1992
CUSTOMERSERVICESMARKETANALYSISANDFORECAST,EUROPE,1992-1997 INPUT
Abstract
This study provides a forecast for the growth of user expenditures on
customer services in Europe covering the five year period 1992 to 1997.
Market forecasts are provided for the growth of the customer services
market in sixteen Western European country markets. A separate forecast
is also provided for Eastern Europe, taken as one group ofcountries.
The forecasts include the activities of three types of vendor active within
the customer services market:
• Customer Services Vendors, defined to include:
- Equipment and systems vendors
- Dealers and distributors
- Independent maintenance organisations (IMOs)
• Independent Software and Services Vendors
• Non-industry Vendors, consisting principally of Construction and
Building Services companies.
Estimates for the customer services revenues earned in 1991 by the lead-
ing equipment vendors are provided, segmented by service sector and
country market.
Forecasts provided in this study are presented in local European curren-
cies, US dollars and ECU's.
Copyright 1992 by INPUT. Reproduction Prohibited.
Digitized by the Internet Archive
2014
in
https://archive.org/details/customerservices1992inpu
1111
CUSTOMERSERVICESMARKETANALYSISANDFORECAST,EUROPE, 1992-1997 INPUT
Table of Contents
Introduction 1-1
A. Objectives and Scope 1-1
B. Methodology 1-2
C. Economic Statistics 1-3
D. Report Structure 1-3
II Executive Overview II-
A. Customer Services Opens onto the Wider Marketplace II-
B. Developing New Perspectives on Customer Services II-3
C. The Customer Services Market in Europe II-5
1. Market Growth 1992 to 1997 II-5
2. Market Growth by Vendor Type—1992 to 1997 II-7
D. Leading Equipment Vendor Customer Services Revenues II-8
E. Country Market Growth 1992 to 1997 II-1
HI The Customer Services Market and Its Vendor Groups III-l
A. Market Definition III-
1. Definition of the Market Segments III-l
2. Service Sector Definitions III-5
3. Service Vendor Definitions III-7
B. Market Structure and Delivery Modes III-7
1. Customer Services Revenue Streams III-7
2. Total Customer Services Market
in Western Europe, 1992 III-10
3. Indirect Sales Channels III- 12
CE-SM2
Copyright 1992 by INPUT. Reproduction Prohibited.
111
CUSTOMERSERVICESMARKETANALYSISANDFORECAST,EUROPE,1992-1997 INPUT
Table of Contents (Cont.)
IV European Customer Services Market, 1992-1997 IV-
A. Introduction IV-
B. Leading Vendor Customer Services Revenues IV-
C. Customer Services Market in Europe IV-3
1. Country Market Growth 1992-1997 IV-3
2. Service Sector Growth 1992-1997 IV-6
European Customer Services - Country Market
Forecasts, 1992-1997 V-l
APPENDIXES A. Leading Equipment Vendor Customer
Services Revenues A-l
B. Market Forecast Reconciliation B-l
C. Country Markets Database C-l
D. Economic Assumptions D-l
ii Copyright 1992by INPUT. Reproduction Prohibited. CE-SM2
1
CUSTOMERSERVICESMARKETANALYSISANDFORECAST,EUROPE,1992-1997 INPUT
List of Exhibits
II -1 Customer Services Market in Europe II-3
-2 Customer Services Market Definition - Service Sector 114
-3 European Customer Services Market Growth, 1992-1997 II-6
-4 European Customer Services - Market
Sector Growth 1992-1997 II-7
-5 European Customer Services - Leading
Equipment Vendor Revenues 1991 II-9
-6 IBM, 1991 European Customer Services Revenues II-9
-7 Digital, 1991 European Customer Services Revenues 11-10
-8 Siemens Nixdorf, 1991 European Customer
Services Revenues 11-10
-9 Customer Services Country Market Growth, 1992-1997 II- 1
-1 Customer Services Market Structure III-2
-2 Software Products Market Structure ffl-4
-3 Customer Services Revenue Streams m-8
4 European User Expenditures, Customer Services, 1992 in-io
-5 Customer Services Revenues from
Indirect Sales Channels, 1992 in-13
-l Top 20 Leading Service Vendors by
European Customer Services Revenues 1991 IV-2
-2 Country Market Growth Customer Services, 1992-1997 IV-4
(U.S. Dollars)
-3 Country Market Growth Customer Services, 1992-1997 IV-5
(ECUs)
-4 Customer Services Market Forecast, 1992-1997, Europe IV-7
(U.S. Dollars)
-5 Customer Services Market Forecast, 1992-1997, Europe IV-8
(ECUs)
CE-SM2 Copyright 1992 by INPUT. Reproduction Prohibited.
CUSTOMERSERVICESMARKETANALYSISANDFORECAST,EUROPE, 1992-1997 INPUT
List of Exhibits (Cont.)
V
-1 Customer Services Revenues, 1991 - France V-3
-2 Customer Services Market Forecast, 1992-1997, France V-4
-3 Customer Services Revenues, 1991 - Germany V-5
-4 Customer Services Market Forecast, 1992-1997, Germany V-6
-5 Customer Services Revenues, 1991 - United Kingdom V-7
-6 Customer Services Market Forecast,
1992-1997, United Kingdom V-8
-7 Customer Services Revenues, 1991 - Italy V-9
-8 Customer Services Market Forecast, 1992-1997, Italy V-10
-9 Customer Services Revenues, 1991 - Sweden V-ll
-10 Customer Services Market Forecast, 1992-1997, Sweden V-12
-11 Customer Services Revenues, 1991 - Denmark V-13
-12 Customer Services Market Forecast, 1992-1997, Denmark V-14
-13 Customer Services Revenues, 1991 - Norway V-15
-14 Customer Services Market Forecast, 1992-1997, Norway V-16
-15 Customer Services Revenues, 1991 - Finland V-17
-16 Customer Services Market Forecast, 1992-1997, Finland V-18
-17 Customer Services Revenues, 1991 - Netherlands V-19
-18 Customer Services Market Forecast,
1992-1997, Netherlands V-20
-19 Customer Services Revenues, 1991 - Belgium V-21
-20 Customer Services Market Forecast, 1992-1997, Belgium V-22
-21 Customer Services Revenues, 1991 - Spain V-23
-22 Customer Services Market Forecast, 1992-1997, Spain V-24
-23 Customer Services Revenues, 1991 - Switzerland V-25
-24 Customer Services Market Forecast,
1992-1997, Switzerland V-26
-25 Customer Services Revenues, 1991 - Austria V-27
-26 Customer Services Market Forecast, 1992-1997, Austria V-28
-27 Customer Services Revenues, 1991 - Greece V-29
-28 Customer Services Market Forecast, 1992-1997, Greece V-30
-29 Customer Services Revenues, 1991 - Ireland V-31
-30 Customer Services Market Forecast, 1992-1997, Ireland V-32
-31 Customer Services Revenues, 1991 - Portugal V-33
-32 Customer Services Market Forecast, 1992-1997, Portugal V-34
-33 Customer Services Revenues, 1991 - Eastern Europe V-35
-34 Customer Services Market Forecast,
1992-1997, Eastern Europe V-36
iv Copyright 1992by INPUT. Reproduction Prohibited. CE-SM2