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  • 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 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.
  • 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.
  • 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.
  • 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
  • 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.
  • 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.
  • 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.
  • 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.