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Service Providers and Support Services: Analysis and Forecasts
Parks Associates, April 2010, Pages: 62
This report analyzes how broadband providers are building support capabilities, provides an overview of the key services being offered, and discusses the role of support businesses in the context of revenue creation, profitability, and customer retention. It also provides primary consumer data and includes forecasts for different categories of premium technical support services through 2014.
'Digital home tech support services provide an opportunity for service providers to more proactively address customer support issues that will grow as the digital home increases in complexity,” said Kurt Scherf, vice president and principal analyst. “As consumers grapple with evermore complex digital home technology headaches, ‘DIY’ is quickly becoming ‘do-if-for-me,’ which opens up significant opportunity for many players.”
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