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ASP Has Moved!
We recently moved to a suburb of Albuquerque, New Mexico, where we are enjoying the sunshine. Our new address is 500 Rincon De Romos SE, Rio Rancho, NM 87124. Our new phone number is 505-209-2426.

ASP Conference on Transforming Support in Raleigh, NC Next March
Support is changing rapidly, as reported in our May report on The Changing Expectations of Support. ASP will hold a Conference on Transforming Support in Raleigh, North Carolina March 27 & 28, 2018, hosted by Red Hat.

Panel On Customer Success and Customer Support Dialogue and Measurements

Fast Isn't Fast Enough
Daphne Earley, Sr. Product Mgr. support.sas.com, SAS

Multi-Channel Support
Alexander Mundorff, VP of Operations, Tricentis

Making it Personal (personalizing service & support)
Francoise Tourniaire, Founder & Principal, FTWorks
Matt Phillips, Director Norton Global Support & Services, Symantec

Service & Support Before the Customer Knows They Need it (Proactive Support)
Paul Lyons, VP Global Support Delivery, Red Hat
Ian Baxter, VP Worldwide Technical Services, Solidworks

Making the Customer Feel Successful (Customer Experience, Customer Success)
Bill Skeet, Customer Experience Mgr, Services, Cisco
Jerry Stalick, VP Security Operations and Customer Engagement, F5 Networks

In addition, we will have round table discussions and some surprises. Early Bird registration is available until Jan. 1, 2018. It is $900 for non-members and $800 for members. After that registrations will be $1,200 for non-members, $1,000 for individual members, and $900 for corporate members. Go here to register: https://www.eventbrite.com/e/asp-conference-on-transforming-support-tickets-39630798786?ref=elink


ASP Website and Email
ASP's website and email have been having problems. The existing website works except you cannot process credit cards on it right now. So if you are trying to renew or purchase a new membership, you will have to call me (+1 503-780-3520 mobile) and we will process it manually. The good news is we were almost ready to launch a new website. We are in testing at the moment and expect to launch the new site as soon as we have finished testing and fixed any problems that surface. Our ASP email system is  down, so you can email me at ahahnasp@gmail.com until we have restored it. Remember our new office number in New Mexico is now 505-209-2426

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 Members 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.The board meets for the third time in September. A workshop/conference on self-support websites and other support topics was discussed and is in the planning stages for next March. The board also discussed topics for more reports this year including revenue generation versus costs of support for SaaS.

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 Report Online Now

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 published an approximately 130 page report 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 Now

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 also partnered with Service Strategies, the National Association of Service Managers (NASM), and the Society of Service Executives (SSE) to get more surveys filled out. Unfortunately we only had 16 completed surveys this year, making the data suspect. It may still be helpful, however. We published it out of respect for those companies who did fill it out. We have plans to get more completed surveys next year. Is your compensation plan competitive? The Report is online now. It is free to members, just login and it will be right there.

2017 Research Reports
Top Ten Best Web Support Sites of 2017 (2017) Details
ASP 2017 Salary Survey Report (2017) Details
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