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    ASPonline.com  >  Fee-Based Support Trends/2008


Fee-Based Support Trends/2008


Deadline: June 30, 2008  


Lately, technology companies have begun looking closely at post-sale support, and often they're finding interesting ways to generate more revenue and do a better job of helping customers.

But there's surprisingly little information about the "best practices" that make these efforts successful. What kinds of support plans are most attractive to customers? How much customization is typical? What's the best upgrade path? There usually aren't concrete rules about issues like these, but it's important for support managers to understand broad industry trends.

To explore these best-practices issues, the ASP is conducting a survey of fee-based support trends—and we'd very much appreciate your help. The survey includes a few brief demographic questions plus two open-ended comments sections. Feel free to answer as much or as little of the survey as you wish—anything you tell us will be valuable.

As always, everyone who responds to this survey will get a complimentary copy of the final results. And, as always, all responses will be completely confidential. The ASP never discloses data from individual respondents or shares e-mail addresses with any outside organizations.

The deadline for responses to this survey is June 30. The report will be published and distributed in early July.

Many thanks for your help!

—Jeff

Jeffrey Tarter
executive director
Association of Support Professionals
122 Barnard Ave., Watertown, Mass. 02472
617/924-3944
jtarter@asponline.com


1.  How do you currently provide post-sale support? Please check the ONE choice below that best describes how you serve the majority of your customers:

Support is mostly free, Web only.
Support is mostly free, including phone/e-mail/chat.
Support is mostly free, with premium plans for a few accounts.
Support is bundled with "software as a service" or managed services subscriptions.
One standard maintenance plan, customized for individual accounts.
Multi-level maintenance plans—"bronze, silver, gold, etc."
Segment-specific plans—e.g., specialized offerings for single users, developers, resellers, enterprise accounts, etc.
Basic maintenance plan plus many add-on services sold on an a la carte basis.


2.  What are your plans for increasing your current fee-based support revenues?

3.  What are your future plans for making your current programs more attractive to customers?

4.  What is the approximate price of your best-selling product or configuration?
$    

5.  What are your company's current revenues (optional)?
Under $5 million
$5-$10 million
$10-$100 million
$100 million+
$1 billion+


 Who should receive a complimentary copy of this report?
Name
Title
Company
Address
City/State/Zip
Phone
E-mail

Please submit this survey questionnaire to the ASP by Monday, June 30.
Telephone: 617/924-3944       Fax: 617/924-7288


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