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Interesting new white papers, events, survey projects, books, and support-related tools.

Help! I'm Trying to Pay You!
Kristin Zhivago points out that one way to destroy customer relationships is to ignore glitches in your billing and accounting processes. Revenue Journal, 1/12/10. Click here.

Who Knows What?
A look at how new social networking tools can help identify sources of in-house and community expertise. Wall Street Journal (10/26/09). Click here.

Supportindustry.com Benchmark Report
Our colleagues at Supportindustry.com have compiled a nifty new benchmarking report that provides brand-new data on emerging service and support delivery channels and technologies as well as traditional operating metrics. Copies of this report are free to ASP members via the Supportindustry.com Web site.

The ASP Blog Project—Looks like this idea has fizzled out (though it may be revived if there's a late show of interest). In the meantime, we'll start a list of links on the ASP Home page to any support-related blogs that come to our attention.

"Beyond Products"—An insightful Wall Street Journal report (6/22/09) on how "more manufacturers are branching out into the service business."
Click here.

    ASPonline.com  >  Features



Image  Call for Entries: Best Web Support Sites of 2010
It's that time again: You're invited to enter your Web support site in the ASP's closely-watched "Ten Best Sites" competition. Even if you don't win, you'll get a wealth of statistical benchmarking and feedback from our judges. Click here for details.

Image  Free-to-Fee Workshop (New Date: March 12)
If you're thinking about moving from free support to a fee-based plan (or if you'd like to expand your fee-based offerings), the ASP will be running another interactive workshop on "The Art of Fee-Based Support" on March 12, in Waltham, Mass. (just outside of Boston). This workshop will give you a detailed roadmap of what it takes to make this difficult transition successful, and it will help help you customize your strategy to fit the needs of your specific customer base. For details, click here.

Image  The 2010 ASP Salary Survey
After a year of recession and near-record unemployment, what's happened to tech support compensation? We're collecting data now for the ASP's annual salary survey, and you're invited to help. All respondents will get a free copy of the complete report in February. Click here to see the 2010 survey questionnaire, and click here to see a copy of the 2009 survey report.

Image  Setting Limits on Unlimited Support
A provocative new ASP report explores the question whether the best way to deliver high-quality support is to answer every question that customers ask. Details here.

Image  Book of the Month: "How to Tell Anyone Anything"
Here's Rich Gallagher's priceless advice on how to conduct difficult conversations with customers, employees, bosses, and other miscreants. (More ASP Essentials selections here.)

Image  Software as a Service (SaaS)
From Mikael Blaisdell of Hotline Magazine, the most comprehensive data we've seen on SaaS customer support trends, plus a candid and insightful analysis. Details here.

"Maintenance & Services Ratios/2009"
The ASP's definitive benchmarking report on services and support ratios provides financial data on the top 100 public software and technology firms. Members may also download an Excel spreadsheet that contains all the company-specific raw data from the report.

"A Guide to Better Tech Notes"
The ASP's latest research report is a fascinating collection of articles and tips about tech notes and Web knowledgebases.


2009 Research Reports

Setting Limits on Unlimited Support Details
Maintenance & Services Ratios/2009 Details
A Guide to Better Tech Notes Details
2009 Technical Support Salary Survey Free

2008 Research Reports

The Great Customer Experience Details
Maintenance & Services Ratios/2008 Details
Trends in Fee-Based Support Details
2008 Technical Support Salary Survey Free

2007 Research Reports

Management Performance Benchmarks Details
Maintenance & Services Ratios/2007 Details
A Guide to Packaged Services Details
2007 Technical Support Salary Survey Free  
Customer Satisfaction Benchmarking Details

2006 Research Reports

Web Support Assessment Techniques Details
Tech Support Turnover Ratios Details
Maintenance & Services Ratios/2006 Details
How to Grow Professional Services Details
2006 Technical Support Salary Survey Free  
Product Support Blogs Details

2005 Research Reports

Managing Emerging Technologies Details
Maintenance Renewal Rates Details
Maintenance & Services Ratios/2005 Details
Tech Support Reporting Channels Details
2005 Technical Support Salary Survey Free  

2004 Research Reports

Managing Support Forums Details
Maintenance & Services Ratios/2004 Details
Training Salary Survey Details
How to Manage Junk E-Mail Free  
2004 Technical Support Salary Survey Free  
Technical Support Cost Ratios Details
CAN-SPAM Guidelines for Tech Support E-Mail Free  

2003 Research Reports

Technical Support Training Metrics Details
Support Pricing & Negotiating Strategies Details
2003 Technical Support Salary Survey Free  
Doing More With Less Details

2002 Research Reports

Tech Support Outsourcing Details
Trends in Fee-Based Support Details
The Economics of Online Support Details
Service Marketing Free  

2000-2001 Research Reports

Customer Satisfaction Survey Metrics Details
Tech Support Newsletters Details
After-Hours Support Compensation Details
Certification and Support Salaries Free  
2000 Technical Support Cost Ratios Free  
Tech Support Hours Free  


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Current Topics

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Flash Survey
Jan. – Feb.

What do you expect will happen to your support headcount in 2010?
We expect to grow our staff
We expect staff reductions
Probably no changes

  
pollcode.com free polls