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ASPonline.com
> Features |
The Ten Best Web Support Sites of
2013
We're pleased to announce the winners of our annual competition for
The Ten Best Web Support Sites. They are (in alphabetical order)
Open Division: Check Point Software, Cisco Systems, EMC, Intel,
Nokia, PTC, and Red Hat; Small Company Division: Ancestry.com,
TeamSupport, and Tricentis. In addition, Check Point Software was
named to the Web Support Hall of Fame, and another world-class
support site, Cisco Systems, gained an additional Hall of Fame star.
Details...
Joint Conference for Service
Executives, Nov. 5-6
This coming November 5-6 in Chicago, the ASP will co-produce a two-day
conference with the Society for Service Executives (SSE) and the
National Association of Service Managers (NASM). ASP executive director
Al Hahn will be the conference master of ceremonies and our founder
Jeff Tarter will be a featured speaker. Registration is $299 for ASP
members ($199 by August 31), $399 for non-members. For more details,
visit the conference
Web site
New SaaS Support Report
We're looking for companies or people with hands-on experience in
supporting software-as-a-service (SaaS) products to be interviewed
for a new report we're preparing, to be published this July. If you
would like to help, please contact ASP executive director Al Hahn
for details (ahahn@asponline.com).
Pricing Support & Services
The ASP has published a major research report on support and
services pricing trends, which members can download from the login page.
The Blog Board
Lately, we've been trolling the Web for blogs that offer interesting
commentary on customer support and related voice of the customer
topics. The result is a new "Blog Board" feature on the ASP home page
(at right). As always, recommendations for additional links are
welcome.
Templates & Checklists
Our latest membership feature is a collection of support-related
document templates and process checklists. We've posted a few examples
as a demonstration, but our goal is to create a clearinghouse for
members to share their own best-practices work. If you have any
documents like these that you'd like to share with other ASP members
(with appropriate credit), please contact ASP executive director
Al Hahn for more info.
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2013 Technical Support Salary Survey |
Details |
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Pricing Support & Services |
Details |
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Maintenance & Services Ratios/2012 |
Details |
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2012 Technical Support Salary Survey |
Free |
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A Guide to Implementing Live Chat |
Details |
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Maintenance & Services Ratios/2011 |
Details |
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Successful Support Communities |
Details |
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2011 Technical Support Salary Survey |
Free |
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Front-Line Support Incentives |
Details |
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Maintenance & Services Ratios/2010 |
Details |
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A Guide to 7x24 Support Plans |
Details |
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2010 Technical Support Salary Survey |
Free |
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Setting Limits on Unlimited Support |
Details |
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Maintenance & Services Ratios/2009 |
Details |
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A Guide to Better Tech Notes |
Details |
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2009 Technical Support Salary Survey |
Free |
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The Great Customer Experience |
Details |
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Maintenance & Services Ratios/2008 |
Details |
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Trends in Fee-Based Support |
Details |
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2008 Technical Support Salary Survey |
Free |
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Management Performance Benchmarks |
Details |
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Maintenance & Services Ratios/2007 |
Details |
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A Guide to Packaged Services |
Details |
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2007 Technical Support Salary Survey |
Free |
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Customer Satisfaction Benchmarking |
Details |
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Web Support Assessment Techniques |
Details |
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Tech Support Turnover Ratios |
Details |
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Maintenance & Services Ratios/2006 |
Details |
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How to Grow Professional Services |
Details |
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2006 Technical Support Salary Survey |
Free |
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Product Support Blogs |
Details |
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Managing Emerging Technologies |
Details |
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Maintenance Renewal Rates |
Details |
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Maintenance & Services Ratios/2005 |
Details |
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Tech Support Reporting Channels |
Details |
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2005 Technical Support Salary Survey |
Free |
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Managing Support Forums |
Details |
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Maintenance & Services Ratios/2004 |
Details |
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Training Salary Survey |
Details |
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How to Manage Junk E-Mail |
Free |
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2004 Technical Support Salary Survey |
Free |
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Technical Support Cost Ratios |
Details |
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CAN-SPAM Guidelines for Tech Support E-Mail |
Free |
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Technical Support Training Metrics |
Details |
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Support Pricing & Negotiating Strategies |
Details |
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2003 Technical Support Salary Survey |
Free |
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Doing More With Less |
Details |
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Tech Support Outsourcing |
Details |
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Trends in Fee-Based Support |
Details |
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The Economics of Online Support |
Details |
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Service Marketing |
Free |
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2000-2001 Research Reports |
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Customer Satisfaction Survey Metrics |
Details |
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Tech Support Newsletters |
Details |
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After-Hours Support Compensation |
Details |
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Certification and Support Salaries |
Free |
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2000 Technical Support Cost Ratios |
Free |
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Tech Support Hours |
Free |
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