Service and Support Operations
Compensation and HR
Customer Satisfaction/Experience
Knowledge Management
Professional Services
Templates and Checklists
Contract Design/Pricing/Sales
Tools and Technology
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ASP Conference on Transforming Support in Raleigh, NC Next March

Tuesday, March 27, 2018
Support is changing rapidly, as reported in our May report on The Changing Expectations of Support. ASP will hold a Conference on Transforming Support in Raleigh, North Carolina March 27 & 28, 2018, hosted by Red Hat.

Panel On Customer Success and Customer Support Dialogue and Measurements

Fast Isn't Fast Enough
Daphne Earley, Sr. Product Mgr., SAS

Multi-Channel Support

New Report on the Changing Expectations of Support Online Now

Wednesday, May 24, 2017
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.

2017 Top Ten Support Websites Report Online Now

Tuesday, June 13, 2017

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 h...

ASP Website and Email

Wednesday, December 06, 2017
ASP's website and email have been having problems. The existing website works except you cannot process credit cards on it right now. So if you are trying to renew or purchase a new membership, you will have to call me (+1 503-780-3520 mobile) and we will process it manually. The good news is we were almost ready to launch a new website. We are in testing at the moment and expect to launch the new site as soon as we have finished testing and fixed any problems that surface. Our ASP email system...

ASP Has Moved!

Thursday, October 05, 2017
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.

2017 Salary Survey Report Online Now

Wednesday, July 05, 2017

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. I...

ASP Forms New Members Advisory Board

Thursday, May 04, 2017
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 ...

Report on Customer Satisfaction, The Customer Experience, Customer Success, and Customer Effort is Online Now

Tuesday, January 03, 2017
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 T...

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