Customer Services Market Analysis and Forecast Western Europe 1991-1996

116 Pages·1992·7.9 MB·English

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JANUARY 1992
CUSTOMER MARKET
SERVICES
AND
ANALYSIS FORECAST
WESTERN EUROPE
1991-1996
•I
I
la!i.' »i as
INPUT
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INPUT
Customer Services Market Analysis and Forecast - Western Europe, 1991-1996
Researched and Published by
INPUT
House
Piccadilly
33/37 Regent Street
SW1Y4NF
Lx)ndon
England
Customer Services Programme - Europe
Customer Services Market Analysis and Forecast
Western Europe, 199M996
Copyright 1991 by INPUT. All rights reserved.
Printed in United Kingdom. No part of this
pubHcation may be reproduced or distributed
in any form or by any means, or stored in a
data base or retrieval system, without the prior
written permission of the pubUsher.
CE-SMl
1991
-
Customer Services Market Analysis and Forecast - Western Europe, 1991-1996 INPUT
Abstract
This study provides a forecast for the growth of user expenditure for customer services
in Western Europe covering the five year period 1991 to 1996.
Market forecasts are provided for the growth of the customer services market in
thirteen Western European Country markets. Country markets included are:
Austria The Netherlands
Belgium Norway
Denmark Spain
France Sweden
Finland Switzerland
Germany The United Kingdom
Italy
The forecasts include the activities of three types of vendor active within the customer
services market:
Customer Services Vendors
'
Independent Software and Services Vendors
•
Non-industry vendors.
•
Estimates for the customer services revenues of the leading twelve equipment vendors
in 1990 are provided, segmented by service sector and country market.
Forecasts provided in this study are presented in local European currencies, US dollars
and ECU'S.
CE-SMl Copyright 1991 INPUT. Reproduction Prohibited.
JTHOR>
TLE
ATE BORROWER'S NAME
ikNED
- U
' CAT. No. 23-108 PRINTED IN U. S. A.
11
Customer Services Market Analysis and Forecast - Western Europe, 1991-1996 INPUT
Table of Contents
I Introduction
A
Objectives and Scope I-l
B Methodology
I-l
C Economic
Statistics I-l
D
Structure 1-2
II Executive Overview
A
Customer Services Market Proves Resistant to Economic Recession II-l
B Customer Services Market Definition II-2
C The Customer Services Market in Western Europe II-3
1. Market Growth 1991 to 1996 II-3
2. Market Growth by Vendor 1991 to 1996 II-4
D
Leading Equipment Vendor Customer Services Revenues II-5
E Country Market Growth 1991 to 1996 II-8
III Market Structure and Delivery Modes
A
Introduction III-l
•
B Market Definition III-l
1. Market Definition III-l
2. Service Vendor Definition III-4
3. Service Sector Definition III-5
C Market Structure and DeHvery Modes III-7
1. Customer Services Revenue Streams III-7
2. Total Customer Services Market in Western Europe, 1991 III-9
3. Indirect Sales Channels III-13
IV Western European Customer Services Market, 1991-1996
A
Introduction IV-
B Leading Equipment Vendor Customer Services Revenues IV-1
C Customer Services Market in Western Europe IV-3
Country Market Growth 1991-1996 IV-3
1.
2. Service Sector Growth 1991-1996 IV-5
V
Western European Customer Services - Country Market Forecasts, 1991-1996
A
Introduction V-1
Appendices
A
Leading Equipment Vendor Customer Services Revenues A-1
B Market Forecast Reconciliation A-13
CE-SMl Copyright 1991 INPUT. Reproduction Prohibited. I - B -
Customer Services Market Analysis and Forecast - Western Europe, 1991-1996 INPUT
List of Exhibits
II Executive Overview
T1T1-11 V_;USLOITlcr OCiVlCCis iVid.lJs.cL 111 VVCaLClll CUlupc TT-2
T1T1-9Z V^UalUIllCl oCrVlLCa iVldlKCL l^CillilLlUll OClViCC OCdUl XX
TT '\X/ActArn T^iimr>pcin r~Sictnmpr ^prvirPQ A/f?iT*Vpt (^rnwtVl IQQl-IQQfi II-4
TiTi-"4t VX/pctArn P'lirnnpan r~'ii<;tn'mpr Sprvipp<s - A/Tfirlcpt vSprtnr Orowtli
IXXI-5
«^
n-5 Western European Customer Services - Leading Equipment
Vendor Revenues 1990 II-5
II-6 IBM 1990 Western European Customer Services Revenues II-6
II-7 Digital 1990 Western European Customer Services Revenues II-7
II-8 Siemens Nixdorf 1990 Western European Customer Services
Revenues II-7
II-9 II-8
I11T1T iviarKci oiruLiure dna uciivery ivioucb
IIM Hardware Products Market Structure III-3
III-2 Software Products Market Structure III-6
III-3 Customer Services Revenue Streams IILIO
III-4 Western Europe Estimated Customer Services Market 1991 III-11
m-5 Customer Services Revenues from Indirect Sales Channels III-14
IV Western European Customer Services Market, 1991-1996
TV-1 Tl^AVaCrllUiinlclj^ iH^nVJnUilUnlmllACnlltL \V/CplnIrUlUolr f\^^U'onLcUtlmlnlpdr O^pCtiaV/1iCpCa3c TXv?CpV\C/lplUm.iCP'QO 1Ly0y0K0J 1 V J
IV-2 Country Market Growth of Customer Services 1991-1996
(US Dollars) IV-4
IV-3 Countrv Market Growth of Customer Services 1991-1996 rFCTJ's'i IAtV-5^
IV-4 Western European Customer Services Market Service Sector
Growth 1991-1996 (US Dollars) IV-6
IV-5 ^^p^tPfn Piirnnpp^n OiistomF^r 9prviV6^<s A/Tj^rlcpt SptviVp Spptnr
Growth 1991-1996 (ECU's) IXTV-7
/
V
T WTpTV^itiJpiVrln11 F»~d'UlliLr/n|nJvpcnllnl f^iili3^tLt/nlmlpldr SOpvrlvYiIp^pw^d - fV^^UniUilnltllrVv TiTVlTilnlrIWVpCtl FX^Unirprii^tL^d^
1991-1996
V-1 1^^99^0\J CuLAsOttWoAmAAeWrA S^eWrAvViAcVeWsO MXVaACrAAkAVeWtk S\JtLrAiLAi\cwit.LuAArp^ V-3
V-2 I PPflinP' Fniiinmpnt VpnHnr r^nstnmpr ^prvirpQ TJpvprmPQ
(W
IQQO Franrp Millinns'l V -t
V-3 Fraripp Oiistnmpr Sprvipps A/Tarlrpt rrrnwtli 1001-100^^ V ~J
V-4 Germanv 1990 Customer Services Markpt Stmrtiire V-6
V-5 Leading Equipment Vendor Customer Services Revenues, 1990
(DM
(Germany) Millions) V=7
V-6 Germany Customer Services Market Growth, 1991-1996 V-8
V-7 United Kingdom 1990 Customer Services Market Structure IV-9
V-8 Leading Equipment Vendor Customer Services Revenues, 1990
(United Kingdom) Millions) V-10
(
i-B-ii Copyright 1991 INPUT. Reproduction Prohibited. CE-SMl
Customer Services Market Analysis and Forecast - Western Europe, 1991-1996 INPUT
V Western European Customer Services - Country Market Forecasts,
1991-1996 (Cont'd)
V-9 United Kingdom Customer Services Market Growth, 1991-1996 V-11
V-10 Italy, 1990 Customer Services Market Structure V-12
V-11 Leading Equipment Vendor Customer Services Revenues, 1990
Italy V-13
V-12 Italy, Customer Services Market Growth, 1991-1996 V-14
V-13 Sweden, 1990 Customer Services Market Structure V-15
V-14 Leading Equipment Vendor Customer Services Revenues, 1990
Sweden V-16
V-15 Sweden, Customer Services Market Growth, 199M996 V-17
-
V-16 Denmark, 1990 Customer Services Market Structure V-18
V-17 Leading Equipment Vendor Customer Services Revenues, 1990
Denmark V-19
V-18 Denmark, Customer Services Market Growth, 1991-1996 V-20
V-19 Norway, 1990 Customer Services Market Structure V-21
V-20 Leading Equipment Vendor Customer Services Revenues, 1990
Norway V-22
V-21 Norway, Customer Services Market Growth, 1991-1996 V-23
V-22 Finland, 1990 Customer Services Market Structure V-24
V-23 Leading Equipment Vendor Customer Services Revenues, 1990
Finland V-25
V-24 Finland, Customer Services Market Growth, 1991-1996 V-26
V-25 Netherlands, 1990 Customer Services Market Structure V-27
V-26 Leading Equipment Vendor Customer Services Revenues, 1990
Netherlands V-28
V-27 Netherlands, Customer Services Market Growth, 1991-1996 V-29
V-28 Belgium, 1990 Customer Services Market Structure V-30
V-29 Leading Equipment Vendor Customer Services Revenues, 1990
Belgium V-31
V-30 Belgium, Customer Services Market Growth, 1991-1996 V-32
V-31 Spain, 1990 Customer Services Market Structure V-33
V-32 Leading Equipment Vendor Customer Services Revenues, 1990
Spain V-34
V-33 Spain, Customer Services Market Growth, 1991-1996 V-35
V-34 Switzerland 1990 Customer Services Market Structure V-36
V-35 Leading Equipment Vendor Customer Services Revenues, 1990
Switzerland V-37
.
V-36 Switzerland, Customer Services Market Growth, 1991-1996 V-38
V-37 Austria, 1990 Customer Services Market Structure V-39
V-38 Leading Equipment Vendor Customer Services Revenues, 1990
Austria V-40
V-39 Austria, Customer Services Market Growth, 1991-1996 V-41
V-40 Rest of Europe, 1990 Customer Services Market Structure V-42
V-41 Leading Equipment Vendor Customer Services Revenues, 1990
Rest of Europe V-43
V-42 Rest of Europe, Customer Services Market Growth, 1991-1996 V-44
•••
CE-SMl Copyright 1991 INPUT. Reproduction Prohibited. I-B-111
Customer Services Market Analysis and Forecast - Western Europe, 1991-1996 INPUT
Appendices
A
Leading Equipment Vendor Customer Services Revenues
A-1 Bull Customer Services Revenues, 1990 A-1
A-2 Digital Customer Services Revenues, 1990 A-2
A-3 Hewlett Packard Customer Services Revenues, 1990
A-3
A-4 IBM Customer Services Revenues, 1990 A-4
A-5 ICL Customer Services Revenues, 1990 A-5
NCR
A-6 Customer Services Revenues, 1990 A-6
A-7 Olivetti Customer Services Revenues, 1990 A-7
A-8 Philips Customer Services Revenues, 1990 A-8
A-9 Prime Customer Services Revenues, 1990 A-9
A-10 Siemens Nixdorf Customer Services Revenues, 1990 A-10
A-11 Unisys Customer Services Revenues, 1990 A-11
A-12 Wang Customer Services Revenues, 1990 A-12
B Market Forecast Reconciliation
B-1 Customer Services Market Forecast Reconciliation -
Service Sectors A-14
B=2 Customer Services Market Forecast Reconciliation -
Country Markets A-15
I - B - iv Copyright 1991 INPUT. Reproduction Prohibited. CE-SMl