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Resources |
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Join the ASP!
When you have a tough question, it's good to have friends who can
help.
Membership is only
-$80/year for individuals
-$500/year for companies
-Amounts in between for
small groups
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Support & Services
Calendars
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Interesting new white papers, events, survey projects, books,
and support-related tools.
"Beyond Products"—An insightful Wall
Street Journal report (6/22/09) on how "more manufacturers are
branching out into the service business."
Click here.
"Best Practices for Coaching Your Support Team to Handle
Anything"—A collection of wonderful ideas for
improving telephone soft skills, written by Richard Gallagher,
author of What to Say to a Porcupine.
Distributed by SupportIndustry.com.
(To download this report, you must sign up for a SupportIndustry.com
user name and password; your ASP login will not work here.)
"Why Circuit City Failed, and Why B&H Thrives"—Joel
Spolsky, one of our favorite software CEOs, has written a must-read
column for Inc.
Magazine on why it pays to hire people who actually *help* the
customer.
CodeBaby—Animated
personas that humanize Web interactions with customers. Awesome.
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ASPonline.com
> Features |
"The Year's Ten Best Web Support Sites"
Our annual look at world-class Web support sites will be back from
the printers in another week or so, and we're taking advance orders
now. This a great resource if you'd like to get a behind-the-scenes
look at how top site development teams solved tough problems and
implemented leading-edge features. Click for details.
"A Guide to Better Tech Notes"
In July, the ASP will publish a new report that looks at how to create
and manage knowledgebase tech notes. We're looking for ideas and tips
from hands-on managers on a variety of topics. For details, click here.
Forum: User Group ROI
"Is there a good way to measure the return on investment of a user
group? We know our meetings create good feeling, but we'd like
something more tangible, if possible." If you have any suggestions,
please visit this ASP Forum.
Forum: Benchmarking Knowledgebases
"We'd like to compare the success rate of our online knowledgebase
against other companies, but we've found that there isn't a standard
industry definition of 'success rate.' How can we benchmark our
results?" If you have any suggestions, please visit this ASP Forum.
2009 "Best Support Sites" Winners
The judges have turned in their scores, the big spreadsheet has added
up the numbers, and the ten winners for this year's "Best Web Support
Sites" awards have been announced.
Free-to-Fee Workshop
If you're thinking about moving from free support to a fee-based plan
(or if you'd like to expand your fee-based offerings), the ASP will be
running an interactive workshop on "The Art of Fee-Based Support" on
September 25, in Waltham, Mass. (just outside of Boston). This workshop
will give you a detailed roadmap of what it takes to make this difficult
transition successful, and it will help help you customize your strategy
to fit the needs of your specific customer base. For details, click here.
"Voice of the Customer" Conference
In November, the ASP will sponsor the third annual "Voice of the
Customer" Conference, a friendly little event that explores
leading-edge aspects of building end-user communities, improving
satisfaction metrics, and creating customer-centric organizations.
Produced by the First Wednesday Roundtable, the conference will take
place in Bolton,
Mass. on Nov. 3 with a day of optional workshops on Nov. 4. To see
the agenda and other details, please visit the conference
Web site.
2009 Support Salary Survey
Our most closely-watched report is ready to download, with the
latest data points on support salaries. The ASP's 14th annual tech
support salary survey tracks pay trends for seven categories of
support employee—senior support executive, department manager,
analyst/project manager, senior support technician, field support
technician, support technician, and customer service rep. Data is
broken out by skill level, company size, organization size, and
product price. (Free to members)
"The Great Customer Experience"
As support quality becomes a point of competitive differentiation,
defining "great" support becomes a key issue. This report looks at
how various experts and support managers define the Wow! experience. Click for details.
"Trends in Fee-Based Support"
A new ASP research report on "Trends in Fee-Based Support"
identifies six primary business models that technology companies
have adopted to deliver support and premium services. The report
draws on data from 141 survey respondents and looks at how each
group plans to enhance revenues and customer satisfaction. Details.
| 2009 Technical Support Salary Survey |
Details |
| The Great Customer Experience |
Details |
| Maintenance & Services Ratios/2008 |
Details |
| Trends in Fee-Based Support |
Details |
| 2008 Technical Support Salary Survey |
Free |
| Management Performance Benchmarks |
Details |
| Maintenance & Services Ratios/2007 |
Details |
| A Guide to Packaged Services |
Details |
| 2007 Technical Support Salary Survey |
Free |
| Customer Satisfaction Benchmarking |
Details |
| Web Support Assessment Techniques |
Details |
| Tech Support Turnover Ratios |
Details |
| Maintenance & Services Ratios/2006 |
Details |
| How to Grow Professional Services |
Details |
| 2006 Technical Support Salary Survey |
Free |
| Product Support Blogs |
Details |
| Managing Emerging Technologies |
Details |
| Maintenance Renewal Rates |
Details |
| Maintenance & Services Ratios/2005 |
Details |
| Tech Support Reporting Channels |
Details |
| 2005 Technical Support Salary Survey |
Free |
| Managing Support Forums |
Details |
| Maintenance & Services Ratios/2004 |
Details |
| Training Salary Survey |
Details |
| How to Manage Junk E-Mail |
Free |
| 2004 Technical Support Salary Survey |
Free |
| Technical Support Cost Ratios |
Details |
| CAN-SPAM Guidelines for Tech Support E-Mail |
Free |
| Technical Support Training Metrics |
Details |
| Support Pricing & Negotiating Strategies |
Details |
| 2003 Technical Support Salary Survey |
Free |
| Doing More With Less |
Details |
| Tech Support Outsourcing |
Details |
| Trends in Fee-Based Support |
Details |
| The Economics of Online Support |
Details |
| Service Marketing |
Free |
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2000-2001 Research Reports |
| Customer Satisfaction Survey Metrics |
Details |
| Tech Support Newsletters |
Details |
| After-Hours Support Compensation |
Details |
| Certification and Support Salaries |
Free |
| 2000 Technical Support Cost Ratios |
Free |
| Tech Support Hours |
Free |
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Community
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