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ASP Announces Another New Remote Workshop
Driving Support & Services Revenue isn't as Hard as You Think:
Before taking on the leadership at ASP, our executive director, Al Hahn was a support & service business consultant. He has led Hahn Consulting, Inc. for 28 years and has helped many companies in that time including Agilent, Checkpoint, HP, Intel, Mentor Graphics, Medtronic, Microsoft, Oracle, Philips Healthcare, Sage Software, Thermo Fisher Scientific, Toshiba, VMWare, Waters, and many others. Al's specialties are in support & services strategies, marketing, selling, and negotiating of support and service contracts. Just before you start the New Year with new stretch goals on revenues, it would be a great idea to get some tips from an expert. The four sessions are approximately 90-120 minutes each and are all remote, so you don't have to fly somewhere and miss a lot of office time. They're scheduled for December 12-15th from 9am to 11am Pacific time. They will be like a webinar, but much more interactive. In addition, any attendee (one per company) can request an hour one-on-one time with Al to discuss any revenue issue. The workshop price is $1,000. ASP individual members pay $900 and ASP corporate members pay $800. Group rates are also available. Go here for more information and to register:

Job Posting
Ideal Software Systems, an innovator in business software management systems for 30 years, is searching for an experienced and dedicated technical support professional to lead its growing support team.

The Ideal candidate is a proactive support professional with a track record of leadership in customer support, an understanding of the technical needs of software customers, and the vision to organize and manage a successful department.

The Director of Support is responsible for managing customer support and customer relationships within the Ideal Software Systems client base, as well as the call center and client interactions. This position also oversees the installation and support of hardware and software systems by managing the support staff and the departmental reporting process, overseeing product and installation issue resolution, and managing all required internal resources to ensure the timely completion of tasks.

Ideal is a progressive technology company with a legacy of providing quality integrated hardware and software systems and support to the amusement, family entertainment and financial markets
This position is located at Ideals corporate headquarters in Meridian, MS. Applicants with previous experience will be given priority.

To learn more and apply for the Director of Support, please follow the below URL:

New remote Workshop: Building Great Support Sites; Lessons Learned From ASPs Top Ten Web Support Sites Competition
Our first remote workshop was quite successful with attendees learning many of the key steps in building great web support sites and several had their sites reviewed by Francoise, Al Hahn and the other attendees. We are doing it again with one small change suggested by an attendee of the first workshop; allowing attendees to get some one-on-one time with Francoise for a personal website review. The sessions are from 8am until 10am pacific time to allow our European members to more easily attend. Each remote session is recorded, so if you miss one, you can easily catch up. Dates are November 29, 30, December 1, 6, 7. Class size is purposely small so each attendee gets plenty of attention and the sessions are highly interactive. In case you dont know, Francoise is a noted consultant regarding support, author of several books, including The Art of Support and a longtime judge in our annual Top Ten Best Support Websites competition. Al Hahn, will join for the first and last sessions to provide examples from the Top Ten and provide tips on how to win the competition.

Go here for more information. This workshop is priced at $1,500 per person, with ASP individual members receiving a discount of $150, corporate members receive a $250 discount. There are also group rates so you can bring the whole team. To Register for the group rate please email or call us.

ASP Sponsers Service Strategies Annual Summit San Diego Oct. 5 & 6
Join us October 5 & 6 for the 2016 Service Industry Summit. This informative and interactive event will explore best practices and provide a forum to discuss issues and trends affecting technology service and support. Come hear from industry leading companies and explore a variety of topics such as Customer Experience Management, Customer Success Management, Multi-Channel Support, Service Transformation and much more.  ASP members get $100 off the registration price. Check our members page for the code.  We have a special $150 discount for our corporate members, but you'll have to call our office at 503-668-9004 to get that code.  For more info on the event:

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 is our 18th year for the competition. Each entry is evaluated by seven independent judges in 25 different areas. Information on all aspects of the competition is available by clicking Awards tab above.  We also publish a report with essays from the Top Ten Winners on their websites, a trend analysis, average scores, judge 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 is 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? 

New Book by Jeff Tarter The First Hundred Days - Free!
As you may have heard, ASP founder Jeff Tarter has recently finished writing a career guide for rookie employees called The First Hundred Days: How to Hit the Ground Running With a Brand-New Job. Jeff's book is not specifically targeted at the support world, but he's spent a lot of years working with support organizations that recruit lots of new graduates-and his insights are terrific.

The First Hundred Days is available in paperback ($8.50) and Kindle ($2.99) versions on Amazon. But... we've persuaded Jeff to give ASP members and ASP LinkedIn readers a great "friends and family" discount: a completely free evaluation copy (pdf format). To take advantage of their offer, you'll need to go to Jeff's website (; use Code CC4 to access the download link. Jeff is also looking for support managers who'd like to try out the book as part of their own new-employee onboarding, so feel free to make extra copies for this purpose.

2016 Research Reports
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