The Association of Support Professionals is an international membership organization for customer support managers and professionals. In addition to its annual “Ten Best Web Support Sites” awards, the ASP publishes research reports on a wide range of support topics, including support compensation, fee-based support, and services marketing. The ASP also provides its members with discounts and career development services.
Alfred P. Hahn is the Executive Director of The Association of Support Professionals (www.asponline.com). The association has over 1,000 members in the US and Europe. Mr. Hahn has had hundreds of articles and columns on Services published throughout the world. He has presented at conferences in Australia, Canada, Europe, Asia, and the U.S. He has appeared four times on the television show World Business Review with Caspar Weinberger and Alexander Haig as a service industry expert. He has also worked as an expert witness on four large court cases for IBM, Intergraph, Kodak, and Unisys. Prior to leading ASP, he headed Hahn Consulting working with the world’s leading technology companies, including Cisco, Hewlett Packard, Intel, Motorola, Oracle, Philips, Siemens, and Sony.
Director of Strategic Programs
Mary has over thirty years of experience in developing and managing technology products and services, from firmware components to outsourced network management and help desk support. As a consultant, her clients have ranged from global corporations to two-man technology start-ups, for both products and services. She has worked with ASP for several years, presenting social media workshops, doing surveys and writing reports.
Prior to becoming a consultant, Mary held product development and marketing positions in several large telecom and IT corporations, including Nortel, Bell Atlantic Business Systems Services (now DecisionOne), Memorex Telex, NEC, and Unisys. While at Bell Atlantic in the early 90s, she served as co-chair of the OURS (Open Users Recommended Solutions) of the Services Center Task Force. OURS was a consortium of technology vendors and users founded by Ray Noorda (ex-Novell CEO) and Elaine Bond (Chase Manhattan Bank). She wrote the OURS publication, “How To Set Up and Manage Successful Call Centers.” Mary was the Director of Worldwide Marketing, Help Desk Services For Unisys, developing, packaging, and launching integrated services in North America and Europe. Her last “real job” was Director of Strategic Alliances for a telework/teleservices start-up, where she negotiated and managed channel relationships with Cisco, Verizon, HP and US Sprint.
She remembers when LANs were the hot new thing – and as a product manager she developed – from scratch – technical training and sales courses on the wonders of IBM APPN LU 6.2, Ethernet and Token Ring. Mary also recalls when Ken Olsen of DEC dismissed PCs. She’s still here, DEC isn’t.