ASP Has Moved!

We recently moved to a suburb of Albuquerque, New Mexico, where we are enjoying the sunshine. Our new address is 500 Rincon De Romos SE, Rio Rancho, NM 87124. Our new phone number is 505-209-2426.

– 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:

Fast Isn’t Fast Enough
Daphne Earley, Sr. Product Mgr., SAS

Multi-Channel Support
Alexander Mundorff, VP of Operations, Tricentis

Making it Personal (Personalizing Service & Support)
Francoise Tourniaire, Founder & Principal, FTWorks
Matt Phillips, Director Norton Global Support & Services, Symantec

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 Free Webinar Jan. 30th on Fast Isn’t Fast Enough With Daphne Earley, SAS, and Matt Phillips, Norton Symantec

Support expectations have changed. We have charged a premium for faster response for a long time. What do you do when the user does not want to call you at all? Tune in to this discussion with two support leaders assessing the changes needed. Go here to register:

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. Report on Customer Satisfaction, The Customer Experience, Customer Success, and Customer Effort is Online Now

2017 Top Ten Support Websites Report Online Now

This is the 19th 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 published an approximately 130 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. Since membership is only $150/year, it is cheaper to become a member and receive this report and four others than to purchase this report for $300. We have tallied up the scores and this year’s winners appear below in alphabetical order for each group.

Large Company
Red Hat
Quest (formerly Dell Software)

Medium-Sized Company
JDA Software
Ivanti (formerly LANDESK)

Small Company
Tricentis (Joins Hall of Fame)

Get it!


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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