ASP Online's Knowledgebase

Compensation & HR
Contract Design/Pricing/Sales
Web Support

New Book by Jeff Tarter The First Hundred Days - Free!
As you may have heard, ASP founder Jeff Tarter has recently finished writing a career guide for rookie employees called The First Hundred Days: How to Hit the Ground Running With a Brand-New Job. Jeff''s book is not specifically targeted at the support world, but he''s spent a lot of years working with support organizations that recruit lots of new graduates-and his insights are terrific.

The First Hundred Days is available in paperback ($8.50) and Kindle ($2.99) versions on Amazon. But... we''ve persuaded Jeff to give ASP members and ASP LinkedIn readers a great "friends and family" discount: a completely free evaluation copy (pdf format). To take advantage of their offer, you''ll need to go to Jeff''s website (; use Code CC4 to access the download link. Jeff is also looking for support managers who''d like to try out the book as part of their own new-employee onboarding, so feel free to make extra copies for this purpose.

How Millennials are Changing Service & Support
We are hearing more and more that Millennials are different in their approach to work and life. Recently I read a fascinating article on how Millennials parent their children differently. This generation has grown up with Social Media and reflects that in their lifestyle and how they interact with their supervisors and how they view their job. There will be two different presentations at this years Joint Symposium. One of these will be the topic of our next free webinar, April 20 at 11am Pacific time. David Aune, one of ASPs more active members and consultants will be interviewed by Mary Schmidt and myself. While the discussion will not follow his upcoming presentation exactly, there will be a far-ranging discussion on the issues of managing millennials and how they are changing things in service and support. Even though the changes have already started, this will be a glimpse of the future for when it has really matured into a new reality.

Join us April 20th at 11am.  Click here to sign up:

ASP, NASM, and SSE Announce Joint Symposium for 2016

ASP is again joining with the National Association of Service Management (NASM) and the Society of Service Executives (SSE) for a Joint Symposium in the Chicago area May 18 & 19. This year it will actually start the evening before, so get there in time for our networking event at a local brewpub. This year we will be debating Self-service/support: Friend or Foe? Speakers will include Francoise Tourniaire, Dr. James Alexander, and many interactive sessions.
Go here for more information and to register:
ASP Members get a discount.

2016 Salary Survey

At the beginning of each year ASP conducts a salary survey for support employees. This year we have expanded the hardware service portion to address our changing membership demographics. The survey includes additional incentive plans like performance bonuses. We are also partnering with Service Strategies, the National Association of Service Managers (NASM), and the Society of Service Executives (SSE) to get more survey filled out. Is your compensation plan competitive? A Report will be published when the results of the survey are tallied. Go here for more information or to fill out a survey:

2015 Research Reports
Customer Onboarding Gains Traction (report) (2015) Details
2015 The Internet of Things (IoT) for Technical Support (2015) Details
2015 Technical Support Salary Survey (2015) Details
2014 Research Reports
2014 Maintenance & Services Ratios (2014) Details
Kaspersky's Virtual Agent (2014) Details
2014 Social Media Survey Report (2014) Details
2014 Technical Support Salary Survey (2014) Details