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NetApp – 2019 ASP Top Ten Winner Profile
NetApp is a 2019 Top Ten winner in the large-sized company group. This was their second win in the past two years. Learn how the NetApp team has developed its most recent web support capabilities.
Quest – 2019 ASP Top Ten Winner Profile
Quest is a 2019 Top Ten winner in the medium-sized company group. Learn how the Quest team has developed its most recent web support capabilities and been recognized five times by the ASP for their web support efforts (as Quest Software and as part of Dell). This report includes Top Ten Judges Comments (new for 2019) and the winning essay submitted by the Quest team.
Trainers don’t matter
(and other surprising facts about training)
Here are three misconceptions and other surprising facts about training by Françoise Tourniaire of FTWorks.
Web Support Best Practices, Benchmarks and Observations from the 2019 ASP Top Ten Awards Competition Now Available
Web support best practices, benchmarks and observations from the 2019 ASP Top Ten Awards competition are now available in two new report from the ASP.
The ASP Extends Member Access to Enhanced Support Industry Research
The Association of Support Professionals (ASP) and ServiceXRG are pleased to announce a partnership to enhance and extend the quality and availability of support industry research. Through this partnership, ServiceXRG and the ASP will collaborate on the development of new Support industry research studies and extend access to research reports, playbooks and articles to ASP members.
Improve Customer Experiences by Understanding What Users Want and Need
The ability for a service organization to maintain an acceptable level of customer satisfaction and deliver a reasonable customer experience begins with a company’s understanding of what its customers need, want, and expect. When customer expectations are not well known or more importantly not managed – the instances of dissatisfaction will rise. This article describes the factors that affect customer satisfaction and experience levels.
Seven Critical Steps for Successful Service Delivery Automation
This article introduces seven critical steps for successful service delivery automation and examines the intricacies and challenges associated with automating service processes.
Salesforce Trailhead
Salesforce Trailhead is a self-paced, online learning platform provided for free to anyone. The platform offers learning on a growing portfolio of Salesforce topics, as well as a variety of other non-Salesforce-specific skills individuals need to be successful in today’s technology landscape. For some companies walking away from training revenue would be unthinkable. This is a bold customer-success focused strategy with benefits to Salesforce, Salesforce professionals and anyone that wants to develop technical and professional skills. Learn more about Salesforce Trailhead.