ASP 2015 Reports

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  • 2015 IOT

    IoT is a network of uniquely identifiable endpoints (or “things”) that communicate without human interaction using IP connectivity – be it locally or globally.” – IDC definition.   The availability of high-speed, high-capacity bandwidth, cheaper and ever-smarter microprocessors, massive, low-cost data storage options, and widespread mobile tech have all combined to create a perfect storm of IoT opportunities, challenges (and hype) –- in both the consumer and industrial/enterprise sectors.  
  • There’s a new kid in town – Customer Onboarding. It sometimes goes by different names and there are rumors that it used to be something else that has now come back with a new look. The fuzzy definition of it is that it’s about how a company welcomes, or brings on board, a new customer. Of course, there’s nothing new about companies getting customers, so what’s the buzz about? The Association of Support Professionals (ASP) decided to find out via in-depth research, telephone interviews with consultants, and anonymous interviews with members of ASP and the Linked-In ASP Interest Group (references are listed at the end of the report).
  • This year ASP has partnered with Service Strategies on this salary survey to get a broader cross section of companies. Because of industry consolidation, there are simply fewer companies to survey. Despite the partnering, this year we had 66 companies in our survey, compared with 88 last year. Eventually this consolidation trend will hit bottom and start heading the other way as more startups begin to mature. There are, for example, a significant number of SaaS startups in San Francisco (instead of Silicon Valley, 40 miles south). These things go in cycles and we look forward to seeing the number of companies participating in this annual survey going up again.