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The Bottom Line

Refining Business Models for Tech Support Dashboard

1.0              Report Summary

1.1              Purpose and Scope of Report

1.2              Data Sources

2.0              Tech Support Market Update

2.1              Growing Revenues and Profit

2.2              Adding Value to the Extended Warranty

2.3              Expanding Tech Support to the SMB Market

2.4              Enhancing Mobile Device Support

2.5              Analyzing New Markets

2.5.1          Consumer Electronics Support

2.5.2          Home Controls Support

3.0              The Transition to the Customer Experience

3.1              The Need to Enhance Customer Support

3.2              Consumer Technology Brand Challenges

3.2.1          Service Providers

3.2.2          Retailers

3.2.3          Consumer Electronics Manufacturers

3.3              Customer Support in a Strategic Framework

4.0              Forecasts

4.1              Computer/Home Network Set-up

4.2              Computer/Home Network Ad Hoc Support

4.3              Subscriptions

4.4              Total Revenues

5.0              Implications and Recommendations

5.1              For Service Providers

5.2              For Retailers and Home Technology Support Companies

5.3              For Consumer Electronics Manufacturers

6.0              Index

Average Time to Resolve a Personal Computer Virus Infection
PlumChoice and Support.com Acquisitions
Service Provider Call Center Services
Gross Margins for Tech Support Providers
Incentives for Purchasing Extended Warranties
Geek Squad Extended Support Programs
Small Business Tech Support Features
Worldwide Smartphone and Tablet Sales
Consumer Brands Addressing the Connected Home
Service Provider Strategies
Most-common Reasons for Calling Customer Support
Retail Purchase of CE Products
Amount Spent on Consumer Electronics
Do Support Features Influence Brand/Retailer Choice?
Amount Spent on Consumer Electronics
Managing the Connected Home and the Technology Lifecycle
Consumer Tech Support: Computer/Home Network Set-up Forecast Methodology
Consumer Tech Support: Computer/Home Network Set-up Annual Revenues
Consumer Tech Support: Ad Hoc Computer/Home Networking Support Forecast Methodology
Consumer Tech Support: Ad Hoc Computer/Home Networking Support
Consumer Tech Support: Subscription Forecast Methodology
Consumer Tech Support: Subscription Annual Revenues

Publish Date: 2Q 2012

Pages: 59

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Authored By:
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© March 2012 Parks Associates
All rights reserved. No part of this book may be reproduced, in any form or by any means, without permission in writing from the publisher.

Printed in the United States of America.

Disclaimer
Parks Associates has made every reasonable effort to ensure that all information in this report is correct. We assume no responsibility for any inadvertent errors.