Abstract
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."
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