US cable companies getting down to business – again

At various times over the past 20 years, cable companies have attempted to enter the enterprise market. These attempts met limited success and the cable companies remained focused on the consumer mass market. Recently, however, the major US cable operators have created enterprise and wholesale divisions geared towards sustainable progress in business markets. With enterprises, wireless operators, and intermediaries seeking more service options, the cable companies have an opportunity for new business and revenues if they can get their act together.



Report Highlights

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Executive summary
In a nutshell
Ovum view
Recommendations for cable operators
Key messages
Cable companies court enterprises – again
From “prime time” for consumers to “prime time” for business customers
Cable companies must focus their infrastructure expansion and strategy on enterprise and wholesale customers
There are basic requirements for business services
Cable companies will struggle to overcome their reputation for poor service quality
Business strategies in 2010
Market segment analysis
Progress to date has been limited
Regional network clusters are common
Cable platforms – network architecture-evolving towards fiber
Dark fiber strategy is clearer, with more discipline
Some early successes for cable companies in the business market
Business and consumer customers received the same treatment
Limited success in business niches
Strategies for moving forward
Cable companies have an opportunity to get serious about business
New business units and resources to go after larger business
Management efforts need support, but should expect slow progress
Establishing basic business-class products
Sales channels under development
Creating business-class customer service
Going beyond transport services
Striving to deliver consistent services to businesses
Decentralization puts pressure on standardization
Small businesses may represent best business opportunity
Customer service must take priority
Cable companies must choose appropriate targets
Overcoming one-size-fits-all
Mid-size businesses represent the best opportunity
Strategic relationships can help meet business customer needs
Cable company sweet spot – then and now
Cable company service models for wholesale
Backhaul is an attractive current wholesale opportunity
Cable companies’ wholesale outlook is limited
Brief profiles of four major cable companies
Cablevision-Optimum Lightpath (Optimum)
Overview
Services
Customer focus
Differentiation
Comcast Business
Overview
Services
Customer focus
Differentiation
Cox
Overview
Services
Customer focus
Differentiation
Time Warner Cable Business Services (TWC-BS)
Overview
Services
Customer focus
Differentiation
Appendix
Methodology




List of Tables
Table 1: Major MSO improvement areas for success in the business market






List of Figures
Figure 1: MSOs’ sweet spot – conceptual view


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