Customer Services Meeting Munich 25 May 1992

62 Pages·1992·3.2 MB·English

by  600

Customer Services Meeting
Munich
25 May 1992
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Piccadilly House, 33/37 Regent Street, London SWlY 4NF, England Tel. [phone]
24, avenue du Recteur Poincare, 75016 Paris, France Tel. [phone]
Sudetenstrasse 9, W-6306 Langgons-Niederkleen, Germany Tel. [phone]
CUSTOMER SERVICES MEETING
Research by
INPUT
Piccadilly House
33/37 Regent Street
London SW1Y4NF
United Kingdom
Published by
INPUT
1280 Villa Street
Mountain View, CA 94041-1194
Customer Services Programme—Europe
CustomerServices Meeting
Copyright © 1992 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 a
database or retrieval system, without the prior written
permission of the publisher.
The information provided in this report shall be used only
by the employees of and within the current corporate
structure of INPUT'S clients, and will not be disclosed to
any other organisation or person including parent,
subsidiary, or affiliated organization without prior written
consent of INPUT.
INPUT exercises its best efforts in preparation of the
information provided in this report and believes the
information contained herein to be accurate. However,
INPUTshall have no liability for any loss or expense that
may result from incompleteness or inaccuracy of the
information provided.
CECSP • 600 • 1992
Downsizing:
Customer
Services
Perspective
INPUT
..on.
E-CS-96
Notes
5/18/92
© 1992 by INPUT. Reproduction Prohibited INPUT
Customer Services
IT
c/)
COD
13
O
CO
0)
C=5 Environmental Services
0)
>
Ma
Equipment intenance
DC
1995 2000
INPUT
E-CS-97
Notes
4/24/92
© 1992 by INPUT. Reproduction Prohibited.
Impact Downsizing
of
Maintenance squeezed
•
SME/PME
Focus on
•
Desktop services
•
INPUT
E-CS-98
Notes
4/24/92
© 1992 by INPUT. Reproduction Prohibited. INPUT
Repositioning
•SI
• Business continuity
Networks
•
Human
resources
•
• Cross-industry assimilation
INPUT
E-CS-99
Notes
4/24/92
© 1992 by INPUT. Reproduction Prohibited. INPU
New
Offerings
Percent of Percent of
Business Vendor Sample
<10 50
11-20
-25
21 8
26 40 17
-
Notes
4/24/92
© 1992 by INPUT. Reproduction Prohibited. INPUT
Performance Importance
vs.
Dc> CoD
c:
CC E
^
03
Mean
Rating
Importance
INPUT
E-CS-101
Notes
4/24/92
© 1992 by INPUT. Reproduction Prohibited. INPU"