About INPUT INPUT provides planning information, analysis, and recommendations for the information technology industries. Through market research, technology forecasting, and competitive analysis, INPUT supports client management in making informed decisions. Subscription services, proprietary research/consulting, merger/acquisition assistance, and multiclient studies are provided to users and vendors of information systems and services. INPUT specializes in the software and services industry which includes software products, systems operations, processing services, network services, systems integration, professional services, turnkey systems, and customer CASE services. Particular areas of expertise include analysis, information systems planning, and outsourcing. Many of INPUT'S professional staff members have more than 20 years' experience in their areas of specialization. Most have held senior management positions in operations, marketing, or planning. This expertise enables INPUT to supply practical solutions to complex business problems. Formed as a privately held corporation in 1974, INPUT has become a leading international research and consulting firm. Clients include more than 100 of the world's largest and most technically advanced companies. INPUT OFFICES North America International San Francisco London 1280 Villa Street INPUT LTD. CA Mountain View, 94041-1194 Piccadilly House Tel. (415) 961-3300 Fax (415) 961-3966 33/37 Regent Street London SWIY 4NF, England New York Tel. (071) 493-9335 Fax (071) 629-0179 Atrium at Glenpointe 400 Frank W. Burr Blvd. Paris Teaneck, NJ 07666 INPUT SARL Tel. (201) 801-0050 Fax (201) 801-0441 24, avenue du Recteur Poincare 75016 Paris, France Washington, D.C. Tel. (33-1) 46 47 65 65 Fax (33-1) 46 47 69 50 INPUT, INC. 1953 Gallows Road, Suite 560 Frankfurt Vienna, VA 22182 INPUT LTD. Tel. (703) 847-6870 Fax (703) 847-6872 Sudetenstrasse 9 D-6306 Langgons-Niederkleen, Germany Tel. (0) 6447-7229 Fax (0) 6447-7327 Tokyo INPUT KK Saida Building, 4-6 Kanda Sakuma-cho, Chiyoda-ku Tokyo 101, Japan Tel. (03) 3864-0531 Fax (03) 3864-4114 M&S 459/01 5/91 SEPTEMBER 1991 ENVIRONMENTAL SERVICES OPPORTUNITIES IN WESTERN EUROPEAN CUSTOMER SERVICES 1991-1996 U *v' 'S Ift s , ^> INPUT SWIY UK Picadilly House, 33/37 Regent Street, London 4NF, +71 493 9335 24, avenue du Recteur Poincare, 75016 Paris, France +33 1 46 47 65 65 Sudetenstrasse 9, D-6306 Langgons-Niederkleen, Germany +49 6447 7229 i ENVIRONMENTAL SERVICES OPPORTUNITIES IN WESTERN EUROPE, 1991-1996 INPUT Researched by INPUT Piccadilly House 33/37 Regent Street, SW1Y4NF London England Published by INPUT 1280 Villa Street Mountain View, CA 94041-1194 U.S.A. — Customer Service Programme Europe Environmental Services Opportunities in Western European Customer Services, 1991-1996 Copyright © 1991 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 adata baseorretrieval system, withoutthe prior written pennission of the publisher. CEES1 • 1991 ENVIRONMENTALSERVICES OPPORTUNITIES IN WESTERN EUROPE. 1991-1996 INPUT Abstract This research study highlights the opportunities available to customer services vendors in the environmental services market. Opportunities identified include those available immediately and those available in the longer term but that will Hkely require extensive marketing programmes. The report provides a forecast for the growth of the environmental ser- vices market overall in Western Europe and for thirteen individual coun- try markets over the period 1991 to 1996. Market shares of three indi- vidual categories of service vendor are quantified and the growth of these three vendors' market shares identified over the same five-year period. The report defines four individual sectors of the environmental services market and four levels of service that can be provided by vendors. User requirements for environmental planning and cabling services and user attitudes towards equipment vendor services are analysed. Vendor challenges that result from the market environment are indicated, together with identification of the key issues in the environmental services market. CEES1 ©1991 by INPUT. ReprodudionProhibited. Digitized by the Internet Archive 2015 in ps^ai^ve h jeta s/^ tt .x)Tigy^ i I L CAT. No. 23-108 PRINTED IN U. S. A. 1 ENVIRONMENTAL SERVICES OPPORTUNITIES IN WESTERN EUROPE. 1991-1996 INi^UT Table of Contents I Introduction I-l A. Objectives I-l B. Methodology I-l C. Scope 1-3 D. Structure 1-3 n Executive Overview U-l A. Equipment Vendors' Share of the Environmental Services II- Market Is Set of Growth B. Market Environment II-3 1. Competitive Environment II-3 2. Equipment Vendor Environmental Services II-5 3. Market Challenges II-6 C. The Environmental Services Market in Western Europe II-7 1. Market Drivers II-7 2. Market Inhibitors II-8 3. The Growth of Environmental Services in Western II-9 Europe, 1991-1996 4. Country Market Growth, 1991-1996 11-10 5. Market Growth by Vendor Segment 11-12 D. Market Opportunities 11-13 1. System Range Sector 11-13 2. Country Market Sector 11-14 3. Industry Sector 11-15 4. Installed Base Sector 11-16 E. Vendor Opportunities and Challenges 11-17 1. Vendor Challenges 11-17 2. Key Issues 11-18 3. Primary Opportunities 11-19 4. Revenue Opportunities 11-20 CEES1 O 1991 by INPUT. Reproduction Prohibited. 1 ENVIRONMENTALSERVICES OPPORTUNITIES IN WESTERN EUROPE, 1991-1996 INPUT Table of Contents (Continued) in The Market for Environmental Services in III-l I Western Europe A. Introduction III-l B. Market Segmentation III-l 1. Competidve Environment HI- 2. Equipment Vendor Environmental Services 111-4 C. The Customer Services Professional Services Market 111-5 Market Growth 1991-1996 in-5 1. 2. Country Market Growth 111-6 D. The Environmental Services Market in Western Europe III-l 1 1. Market Drivers and Inhibitor III-11 2. Environmental Services Market Growth III-13 3. Country Market Growth 111-15 E. Market Opportunides and Challenges 111-19 ' IV Vendor Opportunities and Challenges IV-1 A. Introducdon IV-1 B. Issues, Challenges and Opportunides IV-1 1. Key Vendor Challenges and Issues IV-1 2. Key Opportunides IV-5 3. Compeddve Forces IV-8 C. Revenue Potendal rV-9 1. Incremental Factors IV-9 2. Service Sector Contribudon FV-IO D. Markedng Challenges IV-11 1. Environmental Planning Services IV-12 2. Cabling Services IV-16 V User Requirements for Environmental Services V-1 A. Introducdon V-1 B. Need for Markedng V-1 1. User Atdtudes toward Vendor Services V-1 2. Service Markedng V-3 3. User Comments V-4 ii e1991 by INPUT, ReprodjCion Prohibried. CEES1 ENVIRONMENTAL SERVICES OPPORTUNITIES IN WESTERN EUROPE. 1991 -,»i-6 INPUT Table of Contents (Continaed) V C. User Requirements for Environmental Planning Services V-6 1. Western European User Requirements V-7 2. Country Market User Requirements V-8 3. Industry Sector User Requirements V-10 4. Vendor Installed Base User Requirements V-12 D. User Requirements for Cabling Services V-14 1. Western European User Requirements V-14 2. Country Market User Requirements V-16 3. Industry Sector User Requirements V-18 4. Vendor Installed Base User Requirements V-20 — Appendixes A. User Database Environmental Planning Services A-1 — B. User Database Cabling Services B-1 C. User Questionnaire C-1 D. Vendor Questionnaire D-1 CEES1 e 1991 by INPUT. ReproductionProhibited. INPUT Exhibits I -1 User Sample by Vendor 1-2 -2 User Sample by Country 1-3 — n -1 Environmental Services Key Findings II-2 -2 Environmental Services Competitive Environment II-4 -3 Equipment Vendor Environmental Services II-5 -4 Environmental Services Market Challenges II-6 -5 Environmental Services Market Drivers II-7 -6 Environmental Services Market Inhibitors II-8 -7 Market Growth of Environmental Services in Western II-9 Europe, 1991-1996 -8 Country Market Growth of Environmental Services 11-11 -9 Western Europe Environmental Services Market Growth 11-12 by Vendor Type -10 Environmental Services Systems Range Opportunities 11-13 -11 Environmental Services Country Market Opportunities 11-14 -12 Environmental Services Industry Sector Opportunities 11-15 -13 Environmental Services Installed Base Opportunities 11-16 -14 Environmental Services Vendor Challenges 11-17 — -15 Environmental Services Key Issues 11-18 -16 Environmental Services Primary Opportunities 11-20 -17 Environmental Services Potential Revenue Contribution as 11-21 Percentage ofHardware Cost ni •1 Environmental Services Competitive Environment 111-2 -2 Equipment Vendor Environmental Services 111-4 3 The Customer Services Market for Professional Services 111-6 in Western Europe, 1991-1996 •4 Country Market Growth of Professional Services in 111-7 Customer Services, 1991-1996 (USD) -5 Country Market Growth of Professional Services in 111-9 Customer Services, 1991-1996 (Local Currency) 6 Country Market Growth of Professional Services in IE-10 Customer Services, 1991-1996 (ECU) •7 Environmental Services Market Drivers and Inhibitors III-l 1 IV ©1991 by INPUT. ReproductionProhibited. CEES1