– Upcoming Events –

ASP Conference on Transforming Support in Raleigh, NC | March 27 & 28, 2018

Support is changing rapidly and radically, as reported in our May report on The Changing Expectations of Support. ASP will hold a Conference on Transforming Support in Raleigh, North Carolina March 27 & 28, 2018, hosted by Red Hat. The agenda and presenters are listed below:

Panel on Customer Success and Support Dialogue and Metrics
Phil Verghis, FCEO & Co-Founder, Klever Insights, Moderator
Robert C. Johnson, CEO, TeamSupport
Jennifer Macintosh, VP Customer Success & Experience, Coveo
Bill Skeet, Customer Experience Mgr, Services, Cisco
Jerry Stalick, VP Security Operations and Customer Engagement, F5 Networks

Fast Isn’t Fast Enough
Daphne Earley, Sr. Product Mgr. support.sas.com, SAS
Matt Phillips, Director Norton Global Support & Services, Symantec

Multi-Channel Support
Robert C. Johnson, CEO, TeamSupport
Gunther Mayer, Mgr , Knowledge Mgmnt & Data Analytics, Tricentis

Making it Personal (Personalizing Service & Support)
Francoise Tourniaire, Founder & Principal, FTWorks
Sameer Patkar, VP Product Mgmnt, Oracle Support Services

Service & Support Before the Customer Knows They Need it (Proactive Support)
Paul Lyons, VP Global Support Delivery, Red Hat
Ian Baxter, VP Worldwide Technical Services, Solidworks

Making the Customer Feel Successful
(Customer Experience, Customer Success)

Bill Skeet, Customer Experience Mgr, Services, Cisco
Jerry Stalick, VP Security Operations and Customer Engagement, F5 Networks

In addition, we will have round table discussions and a lightning round will feature mini presentations on a variety of topics.

Registration is $1,200 for non-members, $1050 for individual members, $900 for corporate members. Early bird registrations will be accepted until Jan, 1, 2018 and are $1,000 for non-members and $800 for members. Go here to register:

Register Here


ASP Event Sponsor Coveo
ASP Service Strategies Sponsor
ASP Service Strategies Sponsor
ASP Service Strategies Sponsor
ASP Free Webinar March 20th on How Should Customer Success and Support Work Together?

Customer Success is very important today, but often does not understand Support. How should we work together to make customers successful? Tune in to this discussion with Jennifer Macintosh, VP of Custom Success and Experience at Coveo and Robert C. Johnson, CEO of TeamSupport. Go here.

Register Now!

The webinar will be recorded and if you register, but miss it, you will still be able to get the recording to watch later.

New Report on Financial Ratios Online Now

We have not done this report since 2014, but you have asked for it, so here it is. This report has over 50 companies, including software applications, software infrastructure, SaaS, hardware, and professional services. Their hardware service, software support and professional service revenues and expenses are listed. How do you compare? Just login and find out.

Report on the Changing Expectations of Support Online Now

Many ASP members believe that the expectations of support have been changing rapidly and dramatically. To check this out, we conducted a survey and interviewed many support ledes and a few consultants. there may be surprises in this report for some. All members get access to the report as part of their membership fee. Login to get it.

ASP Forms New Members Advisory Board

In March ASP formed a new Member’s Advisory Board. It will provide a direct voice into ASP from all corporate members and several individual members. The Board will help direct which reports we write, what workshops we offer and all ASP activities.The board met for the fourth time in December, and will meet again at our upcoming conference in March.

2018 Top Ten Support Websites  Competition, Get  Your Entries In Now, Deadline End of March!

This is the 20th year that ASP has held a competition for the Top Ten Best Support Websites. Each site is judged by at least five independent judges, who are vetted for competency and conflict of interest with the site that they are judging. They score the sites in 25 different categories. Every entrant receives a custom individual report detailing their average scores versus the average score for their size company. Judges also provide comments that are priceless in determining how to improve the sites. ASP publishes an approximately 125 page report with essays for each TopTen site, trends in this year’s competition, average scores for each category and size company and more. The report is free to members and available to others for purchase. Click on Awards in the menu at the top of this page for more information and to enter.


2017 Research Reports
2017 ASP Support & Services Financial Ratios Report
2017 Top Ten Best Web Support Sites of 2017
2017 ASP Salary Survey Report
2017 The Changing Expectations of Support


2016 Research Reports
2016 Customer Satisfaction, the Customer Experience, Customer Success and Customer Effort
2016 Tricentis Report
2016 Ten Best Web Support Sites of 2016
2016 Technical Support Salary Survey





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