About

Welcome to my blog!  I am Vice President of Technology Research for the Service and Support Professionals Assocation (SSPA), the Association for Services Management International (AFSMI), and the Technical Professional Services Association (TPSA), and this blog is my avenue to share:

• Key information from our association benchmark databases, as well as other member and industry surveys we execute, in order to point out trends and best practices.
• Technology information on customer service, field service and professional services automation applications, derived from vendor/partner briefings and independent research.
• Significant industry events, such as mergers and acquistions, within the service and support technology market.

While I publish formal research reports on the association websites, my blog postings are shorter, less formal, and hopefully a bit of fun.  I encourage everyone to submit comments and questions, and I will do my best to respond to all as soon as possible.

If you want to send private comments, you can email me at jragsdale@thesspa.com.

 Thanks for reading!