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New Report on the Changing Expectations of Support Online Now
Many ASP members believe that the expectations of support have been changing rapidly and dramatically. To check this out, we conducted a survey and interviewed many support ledes and a few consultants. there may be surprises in this report for some. All members get access to the report as part of their membership fee. Login to get it.

ASP Forms New Member''s Advisory Board
In March ASP formed a new Member's Advisory Board. It will provide a direct voice into ASP from all corporate members and several individual members. The Board will help direct which reports we write, what workshops we offer and all ASP activities. It meets again in June.

Report on Customer Satisfaction, The Customer Experience, Customer Success, and Customer Effort is Online Now
ASP's last report of 2016 examines several customer initiatives and makes recommendations about what to do with them. For this report, we read Alex Alexander's new book Brilliant Customer Success, interviewed Alex along with two other consultants: Evans Manolis of Market Intelligence Medical and Dhaval Moogimane of Waterstone Management Group. Then we interviewed customer experience/success execs and managers at six companies, including Blackbaud, Cisco, Jive Software, Red Hat, Symantec, and Team Support. Wondering what to do with the latest customer xxxx? Read our report. It is free to members, just login and it will be right there.

2017 Top Ten Support Websites Announced

This is the 19th year that ASP has held a competition for the Top Ten Best Support Websites. Each site is judged by at least five independent judges, who are vetted for competency and conflict of interest with the site that they are judging. They score the sites in 25 different categories. Every entrant receives a custom individual report detailing their average scores versus the average score for their size company. Judges also provide comments that are priceless in determining how to improve the sites. ASP will produce an approximately 120 page report in about six weeks with essays for each TopTen site, trends in this year's competition, average scores for each category and size company and more. The report is free to members and available to others for purchase. Since membership is only $150/year, it is cheaper to become a member and receive this report and four others than to purchase this report for $300. We have tallied up the scores and this year's winners appear below in alphabetical order for each group.

Large Company
Cisco
Huawei
Intel
Red Hat
Quest (formerly Dell Software)

Medium-Sized Company
JDA Software
Ivanti (formerly LANDESK)

Small Company
Ipswitch
Rubrik
Tricentis (Joins Hall of Fame)

2017 Salary Survey Report Online Soon

Each year ASP conducts a salary survey for service & support employees. We have added the hardware service portion to address our changing membership demographics. The survey includes additional incentive plans like performance bonuses. We are also partnering with Service Strategies, the National Association of Service Managers (NASM), and the Society of Service Executives (SSE) to get more surveys filled out. Is your compensation plan competitive? We are working on the Report now, and it will be published within a month.

2017 Research Reports
2017 The Changing Expectations of Support (2017) Details
2016 Research Reports
2016 Customer Satisfaction, the Customer Experience, Customer Success and Customer Effort (2016) Details
Tricentis Report (2016) Details
Ten Best Web Support Sites of 2016 (2016) Details
2016 Technical Support Salary Survey (2016) Details