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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...
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Support & Services
Calendars
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Interesting new white papers, events, survey projects, books,
and support-related tools.
Help! I'm Trying to Pay You!—
Kristin Zhivago points out that one way to destroy customer
relationships is to ignore glitches in your billing and accounting
processes. Revenue Journal, 1/12/10.
Click here.
Who Knows What?—
A look at how new social networking tools can help identify sources
of in-house and community expertise. Wall Street Journal (10/26/09).
Click here.
Supportindustry.com Benchmark Report—
Our colleagues at Supportindustry.com have compiled a nifty new
benchmarking report that provides brand-new data on emerging service
and support delivery channels and technologies as well as traditional
operating metrics. Copies of this report are free to ASP members via
the Supportindustry.com
Web site.
The ASP Blog Project—Looks like this idea has
fizzled out (though it may be revived if there's a late show of
interest). In the meantime, we'll start a list of links on the ASP
Home page to any support-related blogs that come to our attention.
"Beyond Products"—An insightful Wall
Street Journal report (6/22/09) on how "more manufacturers are
branching out into the service business."
Click here.
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ASPonline.com
> Features |
Call for Entries: Best Web Support Sites
of 2010
It's that time again: You're invited to enter your Web support site in
the ASP's closely-watched "Ten Best Sites" competition. Even if you
don't win, you'll get a wealth of statistical benchmarking and feedback
from our judges. Click here for details.
Free-to-Fee Workshop
(New Date: March 12)
If you're thinking about moving from free support to a fee-based plan
(or if you'd like to expand your fee-based offerings), the ASP will be
running another interactive workshop on "The Art of Fee-Based Support" on
March 12, in Waltham, Mass. (just outside of Boston). This workshop
will give you a detailed roadmap of what it takes to make this difficult
transition successful, and it will help help you customize your strategy
to fit the needs of your specific customer base. For details, click here.
The 2010 ASP Salary Survey
After a year of recession and near-record unemployment, what's happened
to tech support compensation? We're collecting data now for the ASP's
annual salary survey, and you're invited to help. All respondents will
get a free copy of the complete report in February. Click here to see the 2010 survey
questionnaire, and click here to see a copy of the 2009 survey
report.
Setting Limits on Unlimited Support
A provocative new ASP report explores the question whether the best way
to deliver high-quality support is to answer every question that
customers ask. Details here.
Book of the Month: "How to Tell Anyone Anything"
Here's Rich Gallagher's priceless advice on how to conduct difficult
conversations with customers, employees, bosses, and other miscreants.
(More ASP Essentials selections here.)
Software as a Service (SaaS)
From Mikael Blaisdell of Hotline Magazine, the most comprehensive data
we've seen on SaaS customer support trends, plus a candid and insightful
analysis. Details here.
"Maintenance & Services Ratios/2009"
The ASP's definitive benchmarking report on services and support
ratios provides financial data on the top 100 public software and
technology firms. Members may also download an Excel spreadsheet that
contains all the company-specific raw data from the report.
"A Guide to Better Tech Notes"
The ASP's latest research report is a fascinating collection of
articles and tips about tech notes and Web knowledgebases.
| Setting Limits on Unlimited Support |
Details |
| Maintenance & Services Ratios/2009 |
Details |
| A Guide to Better Tech Notes |
Details |
| 2009 Technical Support Salary Survey |
Free |
| The Great Customer Experience |
Details |
| Maintenance & Services Ratios/2008 |
Details |
| Trends in Fee-Based Support |
Details |
| 2008 Technical Support Salary Survey |
Free |
| 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 |
| 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 |
| Managing Emerging Technologies |
Details |
| Maintenance Renewal Rates |
Details |
| Maintenance & Services Ratios/2005 |
Details |
| Tech Support Reporting Channels |
Details |
| 2005 Technical Support Salary Survey |
Free |
| 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 |
| Technical Support Training Metrics |
Details |
| Support Pricing & Negotiating Strategies |
Details |
| 2003 Technical Support Salary Survey |
Free |
| Doing More With Less |
Details |
| Tech Support Outsourcing |
Details |
| Trends in Fee-Based Support |
Details |
| The Economics of Online Support |
Details |
| Service Marketing |
Free |
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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 |
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Community
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ASP Alert
Interested in hearing about survey projects, Web awards, new ASP
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Join our special ASP Alert e-mail
list.
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