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  • Technology pundits are always on the lookout for “disruptive” changes in the software world, but they’ve consistently missed one of the biggest transformations of the last few years—the greatly expanded role of services. Though there are still major companies (notably Microsoft) that remain almost exclusively product-centric, most successful software vendors these days have adopted a business model that depends heavily on services. Among larger companies, services typically generate more than half of all corporate revenues; for powerhouse vendors like SAP and Oracle, the services ratio often exceeds two-thirds of revenues and a substantially larger share of profits. That shift in emphasis from products to services has happened quietly, but it’s definitely the new economic reality of the software business.
  • Over the years, we’ve noticed that the site developers who enter each year’s Best Sites competition often focus on an ever-changing short list of common challenges that have shaped their current upgrade strategies. This year, clearly, one high-priority concern has been how to create bigger and better online communities—and that’s a trend with big implications.
  • We’re constantly hearing about all the big, new changes in technology and the support of that technology. And, yes, some things have changed rather dramatically. “Tweeting” for customer technical support? Who’d have thought of that even five years ago? However, some things really haven’t changed; we at ASP have long noted that service is often the forgotten element in a company’s profitability. Way back in the “good old days” when technical support still largely meant on-site “break/fix” of hardware and even software, the actual service (properly negotiated and priced) was (and continues to be) often the more profitable component of the business mix, shoring up the rapidly disappearing margins of product sales. These days, while service still often doesn’t seem get the respect it deserves from CEOs, CFOs and marketers, an increasing number of companies recognize that service can be a key competitive differentiator, with smaller companies able to move more quickly and effectively to respond to and even anticipate service opportunities. This is why the “conventional wisdom” that larger companies should have an inherent advantage to marketing services isn’t always so wise.
  • As many companies are discovering, the growing popularity of software-as-a-service (SaaS) dramatically transforms the role of software support. With a SaaS business model, customers can pull the plug on their subscriptions with almost no notice if they’re dissatisfied or unsuccessful. Revenue streams, renewal rates, subscriber growth, add-on services—they all go poof! if support fails. Often, the natural response to the SaaS support challenge is simply to throw more bodies into the equation. More bodies presumably equal faster response times, more cases closed, more time on individual calls. What more could a customer want? Well, apparently customers do want much more. There’s no single demand that support managers always hear, but many of the new expectations address aspects of the customer experience. SaaS implementations typically move the actual software away from the customer’s computers, which eliminates many hard-to-solve technical issues. But that still leaves—and in fact expands—the potential for a wide range of support-related usability problems, how-to questions, and general hand-holding.
  • How does a company set appropriate salaries for the jobs it has to fill? The conventional answer is that HR managers are supposed to offer “market-based” pay—that is, high enough to attract (or retain) talented people, but not more generous than is necessary to fill those jobs. But that answer doesn’t tell us where “market-based” benchmarks come from. In actual practice, companies typically look at salaries at peer-level companies, to get apples-to-apples alignment with the pay levels that their most direct counterparts are currently offering.
  • At ASP we often hear the term “disruptive technologies” when talking with our members. But what does that really mean? (The PC “disrupted” the typewriter industry and yet I’m using a clicking QWERTY keyboard to type this report.) We submit –- whatever your definition -- that disruption has become the norm. As ASP founder Jeffrey Tarter noted in the first Maintenance and Services Rations report in 2004, “Technology pundits are always on the lookout for ‘disruptive’ changes in the software world, but they’ve mostly missed one of the biggest transformations of the last few years—the greatly expanded role of services.” A decade later, that role has continued to expand and change, until now we have products that are called (and delivered as) services and yet still tracked as product sales.
  • “I think we’re further ahead than we sometimes think! I look forward to a time when I can actually PROVE that social media is providing a scalable and cost effective option and that, over time, we will realize reductions in interactive support and cost.” “If you try to boil the ocean, you will fail.”  “Executive buy in is still a challenge in getting a line item on the budget for our social efforts.” “If you don’t use it (social media for tech support), you’ll fall behind. It’s that simple.”  These respondent comments summarize both what we see in this survey and in the technology sector at large. Many companies with whom we’ve engaged -- in this survey, our consulting engagements, and our seminars –- are further ahead than they think.
  • How does a company set appropriate salaries for the jobs it has to fill? The conventional answer is that HR managers are supposed to offer “market-based” pay—that is, high enough to attract (or retain) talented people, but not more generous than is necessary to fill those jobs. But that answer doesn’t tell us where “market-based” benchmarks come from. In actual practice, companies typically look at salaries at peer-level companies, to get apples-to-apples alignment with the pay levels that their most direct counterparts are currently offering.
  • ASP has an annual competition for the Top Ten best Support Websites. This approximately 120-130 page report has essays from each of the Top Ten about their websites, average scores, a trends analysis, names of the many independent judges, explanation of the 25 different categories that are scored, and more. The report effectively defines the state-of-the-art in self-support websites each year. We receive many requests for back copies. If you want to get some insight in to how to design an effective self-support website, this is the authoritative source.
  • 2015 IOT

    $360.00
    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.
  • ASP has an annual competition for the Top Ten best Support Websites. This approximately 120-130 page report has essays from each of the Top Ten about their websites, average scores, a trends analysis, names of the many independent judges, explanation of the 25 different categories that are scored, and more. The report effectively defines the state-of-the-art in self-support websites each year. We receive many requests for back copies. If you want to get some insight in to how to design an effective self-support website, this is the authoritative source.
  • Companies have evolved customer measurements as well as the entire customer journey. It has occurred to us at ASP that it is confusing to many of our members. This report attempts to sort through the relevant issues, provide more clarity on those issues, and make a few recommendations. For starters, these are not all the same things. Customer satisfaction and customer effort are essentially metrics. The customer experience and customer success are journeys that your customers go through while using your products and services. It can definitely exacerbate the confusion factor when they are used almost interchangeably. They are not interchangeable! 
  • This year ASP has partnered with Service Strategies, the National Association of Service Managers, and the Society of Service Executives on this salary survey to get a broader cross section of companies. Because of industry consolidation, there are simply fewer companies to survey.
  • ASP has an annual competition for the Top Ten best Support Websites. This approximately 120-130 page report has essays from each of the Top Ten about their websites, average scores, a trends analysis, names of the many independent judges, explanation of the 25 different categories that are scored, and more. The report effectively defines the state-of-the-art in self-support websites each year. We receive many requests for back copies. If you want to get some insight in to how to design an effective self-support website, this is the authoritative source
  • This year Tricentis was one of our Top Ten Best Web Support Sites, an annual competition that has been going on for 18 years now. They were the only winner in the small company (under $100 million in total corporate revenues) category. There were, however, only two small companies entered, so that does not seem to be too great an achievement, unless you look at the scores. Tricentis score beat over half of the large companies (over $1 billion) and those companies have many times the resources of Tricentis. The company has around 240-250 employees total and approximately 40 in support. This information makes their achievement remarkable.
  • A Simplified Look at Support and Services Revenue and Margin Contributions ASP published a financial ratios report from 2004 through 2014. We have not published this report since then. It simply got too complex to research and write in a way that would be useful for our members.
  • This year ASP has partnered with Service Strategies, the National Association of Service Managers, and the Society of Service Executives 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 only 16 companies in our survey, compared with 35 last year, and 66 the year before that.
  • We talk with both ASP members and non-members alike about the changing expectations of support all the time. This is a perennial topic for those of us in the business of supporting customers. At last year’s Joint Symposium, we had two different presentations about how Millennials were changing things. Millennials are the largest generation since the Baby-Boomers, so they will exert a great deal of influence as they begin to dominate.
  • ASP has an annual competition for the Top Ten best Support Websites. This approximately 120-130 page report has essays from each of the Top Ten about their websites, average scores, a trends analysis, names of the many independent judges, explanation of the 25 different categories that are scored, and more. The report effectively defines the state-of-the-art in self-support websites each year. We receive many requests for back copies. If you want to get some insight in to how to design an effective self-support website, this is the authoritative source.
  • When we held our conference at Red Hat in Raleigh this March, the buzz in the room was around a new generation of Artificial Intelligence (AI). So much so that we felt compelled to research and write this report. We will be the first to admit that it is not as definitive as we would like. That’s because the new generation of AI tools are still evolving very rapidly and any attempt to report definitively at this point would be doomed before it started. We still believe that this report will be helpful, but our own standards won’t allow us to say that it is anything more than an interim report of a fast-moving target.
  • This conference was held in Raleigh, North Carolina, USA at Red Hat Headquarters. 53 people attended, including a high percentage of Directors and Vice Presidents of Support and Customer Success/Experience organizations. Many of these presenters came from ASP’s Member’s Advisory Board. Sponsors included Coveo, Salesforce, and Service Strategies. The theme for this conference was Transforming Support and the topics were largely taken from ASP’s 2017 report on The Changing Expectations of Support. This report concluded that support organizations were undergoing rapid and significant changes in expectations from users.