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ASP''s Next Free Webinar With Alexander Kleemann of Tricentis, Small Company Winner of This Year''s Ten Best Web Support Sites
Tune in Sept. 14th at 11am Pacific to listen to ASP executive director Al Hahn interviewing our small company winner. How did this under $100 million in corporate revenue company beat many of the over $billion companies? Al will probe for some secrets. A self support website is not easy, how do you build it with limited resources? Alexander is a Support Service Manager at Tricentis, the man who led the efforts on this website. Anyone trying to do this with limited resources should tune in to hear ways to get leverage. Go here to register:

ASP Sponsers Service Strategies Annual Summit San Diego Oct. 5 & 6
Join us October 5 & 6 for the 2016 Service Industry Summit. This informative and interactive event will explore best practices and provide a forum to discuss issues and trends affecting technology service and support. Come hear from industry leading companies and explore a variety of topics such as Customer Experience Management, Customer Success Management, Multi-Channel Support, Service Transformation and much more.  ASP members get $100 off the registration price. Check our members page for the code.  We have a special $150 discount for our corporate members, but you''ll have to call our office at 503-668-9004 to get that code.  For more info on the event:

2016 Top Ten Best Web Support Sites Report Now Available
Each year ASP has a competition for the Top Ten Best Web Support Sites.  This is our 18th year for the competition. Each entry is evaluated by seven independent judges in 25 different areas. Information on all aspects of the competition is available by clicking Awards tab above.  We also publish a report with essays from the Top Ten Winners on their websites, a trend analysis, average scores, judge names, and more. The report this year is 122 pages and includes screenshots from the winners. There are three categories for companies; small, medium, and large. Each entry competes against other peer sized companies. The full report and past reports are available to all current ASP members. Just login and it should be right there. Non-members can purchase any report for $300, but since is individual membership is only $150, why not become a member and get access to our Top Ten reports and all of our other reports as well? 

ASP announces the 2016 Top Ten Support Websites
After the 18th year of competition, ASP has announced the Top Ten Support Websites for 2016. Each entry was evaluated by 5 independent judges for 25 different categories of issues. The judges are all vetted by ASP for competence. Most are professionals who develop and maintain support websites in their job and a few are consultants that build and rebuild support websites for companies. They are also checked for conflicts of interest when they are assigned to specific sites. ASP itself does not participate in the judging and does not know who will win until the results are tallied at the end of the competition. Each entry receives a custom report that details their average scores in each of the 25 categories and the average for companies of their size. Judges specific comments regarding the websites are also included and often help them to assign priorities for improvements and may include ideas on how to best implement improvements. A full (approximately 120 page) report will be published by ASP in about six weeks including essays on each site, trend in this year''s competition and details of average scores and who the judges were. The report is free to all ASP members and available for purchase by non-members. The Top Ten this year are:
Large Company (over $1 billion)
Dell Software
Red Hat
Medium Sized Company ($100 million to $999 million)
Small Company (under $100 million)

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.

2016 Research Reports
Ten Best Web Support Sites of 2016 (2016) Details
2016 Technical Support Salary Survey (2016) Details
2015 Research Reports
Customer Onboarding Gains Traction (report) (2015) Details
Ten Best Web Support Sites of 2015 (2015) Details
2015 The Internet of Things (IoT) for Technical Support (2015) Details
2015 Technical Support Salary Survey (2015) Details