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Free ASP Webinar For April on the Changing Expectations of Support
ASP provides free webinars most months. They are also recorded, so if you sign up and miss it, you can still get the recorded session. This month I will be interviewing Matt Phillips, Director of Norton Service & Support at Symantec. We will be discussing the changing expectation of support. Expect a few surprises. Tune in to find out more about this topic.The webinar will take place April 11th from 9am-10am Pacific time. Go here to register for the free webinar:

ASP Partners With Field Service USA 2017
ASP has partnered with Field Service USA 2107. This event will be held in Palm Springs, California April 18-21. Not all ASP members care about field service, but for those that do, you should check this event out. We have attended and they do a good job. There is an optional pre-conference workshop. ASP members receive a 25% discount, but to get the discount code, you will have to login first. Go here for more information:

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 Competition Starting Now

We have stopped taking entries for our annual Top Ten Web Support sites competition. Judges are being assigned. Each competitor gets their site evaluated by 5 independent judges in 25 different areas. Each entry receives the ASP Website Scorecard and Benchmark, a custom report of their average scores versus their peer sized companies and judges comments on the three priorities for improving their website. They also receive the 120-130 page Report on the competition, with essays on the Top Ten award winners, a trends analysis, and more. The game is on! Click on Awards above for all the information.

Tricentis Report Online Now
We have finalized a mini-report on Tricentis significant achievement in making it into ASP's Top Ten Best Support Websites three years out of their six year history of offering support. They are also a small company with only around 240 employees and 40 support staff and they scored better than half of the $billion companies. Isnt that amazing? We interviewed them to find out how they regularly over-achieve. Read about it in this mini-report. Login as a member and it will be right there under reports.

2017 Salary Survey

Early each year ASP conducts a salary survey for service & support employees. We have added the hardware service portion to address our changing membership demographics, but you can fill out either support jobs and/or hardware jobs. 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? A Report will be published when the results of the survey are tallied. Go here for more information or to fill out a survey:

2016 Top Ten Best Web Support Sites Report Now Available
Each year ASP has a competition for the Top Ten Best Web Support Sites. This was our 18th year for the competition. Each entry is evaluated by five independent judges in 25 different areas. Information on all aspects of the competition is available by clicking the Awards tab above. We also publish a report with essays on their websites from the Top Ten Winners, a trend analysis, average scores, judges names, and more. The report this year is 122 pages and includes screenshots from the winners. There are three categories for companies; small, medium, and large. Each entry competes against other peer sized companies. The full report and past reports are available to all current ASP members. Just login and it should be right there. Non-members can purchase any report for $300, but since individual membership is only $150, why not become a member and get access to our Top Ten reports and all of our other reports as well?

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
2015 Research Reports
Customer Onboarding Gains Traction (report) (2015) Details
Ten Best Web Support Sites of 2015 (2015) Details
2015 The Internet of Things (IoT) for Technical Support (2015) Details
2015 Technical Support Salary Survey (2015) Details