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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 Announces a Conference on Transforming Support Next March
ASP has been working with our Member's Advisory Board and several companies regarding a conference for next March 27 & 28. It will cover many Top Ten Best Support Websites Issues as well as needed changes in how support is delivered (see our recent report on the Changing expectations of Support). We expect presenters from IBM and Cisco as well as many others. The conference will be held in Raleigh, North Carolina and hosted by Red Hat. If you are interested in attending, presenting or sponsoring, please drop us an email or call. The agenda will fill up very quickly as we already have a list going. This is an early announcement so you can put it on your calendar. We will start announcing presenters over the next few weeks and start taking registrations very soon.


ASP Sponsors 2017 SCORE Conference on CX Practices Nov. 1 & 2 in Boston
ASP is again a sponsor of the annual Score Conference on CX practices. It will be held in Boston this Nov. 1&2 at the Seaport Hotel and World Trade Center. If you are interested in improving your customer's experience. this is a great learning event. Go here for more information: https://www.crmirewards.com/customer_experience_conference. ASP has a few complimentary passes for Boston/New England members who would like to attend. Contact us by phone at 505-209-2419 if you would like one and we will get it for you. We also have complimentary passes for a few people with a VP or above title. Again, call us at 505-209-2419 and we will get you registered.

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