Image Image member login  |  privacy policy  |  contact us
      Home  |  FAQ  |  Awards  |  Reports  |  Forum  |  Jobs  |  Consultants  |  Join  |  Order
   Resources
Member login

Resources

Call Center Operations
Compensation & HR
Customer Satisfaction
Knowledge Management
Maintenance
Management
Newsletters
Organizations
Outsourcing
Professional Services & Training
Services Marketing
Support Humor
Tools & Technology
Web Support

Join the ASP!

When you have a tough question, it's good to have friends who can help.

Membership is only
-$80/year for individuals
-$500/year for companies
-Amounts in between for
 small groups

Details...
    ASPonline.com  >  Features



Image  "Trends in Fee-Based Support"
A new ASP research report on "Trends in Fee-Based Support" identifies six primary business models that technology companies have adopted to deliver support and premium services. The report draws on data from 141 survey respondents and looks at how each group plans to enhance revenues and customer satisfaction. Details.

Image  "Best Web Support Sites of 2008"
The 2008 edition of "The Year's Ten Best Web Support Sites" provides a fascinating behind-the-scenes look at the challenges of delivering world-class online support—and the solutions that top site developers have found. For details and a link to the order form, visit the ASP Awards page.

Image  Forum: Title Escalation for Trainers?
"The people we call 'trainers' also provide individualized advice and insights to our clients, but we often hear that the advice isn't taken seriously because it comes from someone with a fairly low-level job title. Is there a better term that would inspire more respect?"

Image  Services Marketing Workshop on August 22
ASP executive director Jeff Tarter will run a new session of his popular workshop on "Services Marketing for Technology Companies" on August 22, in Waltham, Mass. This will be the *only* session of the workshop this fall, and seating is strictly limited to 16 participants. Details and order form.


2008 Research Reports

Trends in Fee-Based Support Details
2008 Technical Support Salary Survey Details

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  


   Community
ASP Alert

Interested in hearing about survey projects, Web awards, new ASP reports, and chapter events?
Join our special ASP Alert e-mail list.

Image

Image

Image
Current Topics

-Title Escalation for  Trainers?

-Managing Phone  Coverage

-Tech Note Best  Practices

-E-Mail Writing  Standards

-Tracking Time

-Capturing Outsourcer  Knowledge?

-Better Mail  Management?

-Survey Fatigue?

-After-Hours  Equipment



Flash Survey
July – Aug.

Does your company provide on-site support and service?
Yes, whenever necessary
Only during installation
Usually provided by resellers
Rarely or never

  
pollcode.com free polls

Chapters
      & Affiliates


Several local services and support groups welcome ASP members to their meetings. For details, click on the city names:

-Boston
-Dallas/Ft.Worth
-Chicago
-Rocky Mountain
-Bay Area
-Seattle/Portland/BC

If you'd like to add your organization to this list, contact Jane Farber.

Image