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ASPonline.com
> Features |
ASP Announces Joint Conference for
Service Executives
This coming November 5-6 in Chicago, the ASP will co-produce a
two-day conference with the Society for Service Executives (SSE) and
the National Association of Service Managers (NASM). SSE assists
current and future executives of technical support organizations;
NASM provides professional leadership and education for service
executives. ASP executive director Al Hahn will be the conference
master of ceremonies and our founder Jeff Tarter will be a featured
speaker. Other details are still in the works, but we'll have more
information in the next few weeks.
New SaaS Support Report
We're looking for companies or people with hands-on experience in
supporting software-as-a-service (SaaS) products to be interviewed
for a new report we're preparing, to be published this July. If you
would like to help, please contact ASP executive director Al Hahn
for details (ahahn@asponline.com).
2013 ASP Salary Survey Is Online
The ASP's annual tech support salary survey, one of our most closely
watched reports, is now available for download by members. The report
offers the latest trend data on support compensation across seven major
job categories. For details, click here. To download a copy, please visit the members-only page.
Pricing Support & Services
The ASP has published a major research report on support and
services pricing trends, which members can download from the login page.
LinkedIn Membership Breaks 5,000
At year end, the ASP's discussion forum on LinkedIn reached a major
milestone: 5,000 members. Like a good party, there are always several
interesting discussions under way (no hors d'oeuvres, alas), as well
as lots of job leads—and one of the most spam-free environments
on LinkedIn. New members and returnees are most welcome!
The Blog Board
Lately, we've been trolling the Web for blogs that offer interesting
commentary on customer support and related voice of the customer
topics. The result is a new "Blog Board" feature on the ASP home page
(at right). As always, recommendations for additional links are
welcome.
Templates & Checklists
Our latest membership feature is a collection of support-related
document templates and process checklists. We've posted a few examples
as a demonstration, but our goal is to create a clearinghouse for
members to share their own best-practices work. If you have any
documents like these that you'd like to share with other ASP members
(with appropriate credit), please contact ASP executive director
Al Hahn for more info.
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2013 Technical Support Salary Survey |
Details |
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Pricing Support & Services |
Details |
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Maintenance & Services Ratios/2012 |
Details |
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2012 Technical Support Salary Survey |
Free |
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A Guide to Implementing Live Chat |
Details |
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Maintenance & Services Ratios/2011 |
Details |
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Successful Support Communities |
Details |
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2011 Technical Support Salary Survey |
Free |
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Front-Line Support Incentives |
Details |
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Maintenance & Services Ratios/2010 |
Details |
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A Guide to 7x24 Support Plans |
Details |
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2010 Technical Support Salary Survey |
Free |
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Setting Limits on Unlimited Support |
Details |
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Maintenance & Services Ratios/2009 |
Details |
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A Guide to Better Tech Notes |
Details |
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2009 Technical Support Salary Survey |
Free |
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The Great Customer Experience |
Details |
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Maintenance & Services Ratios/2008 |
Details |
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Trends in Fee-Based Support |
Details |
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2008 Technical Support Salary Survey |
Free |
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Management Performance Benchmarks |
Details |
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Maintenance & Services Ratios/2007 |
Details |
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A Guide to Packaged Services |
Details |
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2007 Technical Support Salary Survey |
Free |
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Customer Satisfaction Benchmarking |
Details |
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Web Support Assessment Techniques |
Details |
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Tech Support Turnover Ratios |
Details |
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Maintenance & Services Ratios/2006 |
Details |
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How to Grow Professional Services |
Details |
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2006 Technical Support Salary Survey |
Free |
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Product Support Blogs |
Details |
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Managing Emerging Technologies |
Details |
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Maintenance Renewal Rates |
Details |
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Maintenance & Services Ratios/2005 |
Details |
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Tech Support Reporting Channels |
Details |
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2005 Technical Support Salary Survey |
Free |
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Managing Support Forums |
Details |
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Maintenance & Services Ratios/2004 |
Details |
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Training Salary Survey |
Details |
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How to Manage Junk E-Mail |
Free |
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2004 Technical Support Salary Survey |
Free |
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Technical Support Cost Ratios |
Details |
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CAN-SPAM Guidelines for Tech Support E-Mail |
Free |
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Technical Support Training Metrics |
Details |
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Support Pricing & Negotiating Strategies |
Details |
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2003 Technical Support Salary Survey |
Free |
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Doing More With Less |
Details |
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Tech Support Outsourcing |
Details |
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Trends in Fee-Based Support |
Details |
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The Economics of Online Support |
Details |
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Service Marketing |
Free |
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2000-2001 Research Reports |
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Customer Satisfaction Survey Metrics |
Details |
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Tech Support Newsletters |
Details |
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After-Hours Support Compensation |
Details |
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Certification and Support Salaries |
Free |
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2000 Technical Support Cost Ratios |
Free |
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Tech Support Hours |
Free |
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