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  • 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.