hosted by sap report card paul gillin, vp of editorial, techtarget
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Hosted by Highlights Customers are, overall, pretty happy and confident in SAP Customer loyalty is strong Customers slow to upgrade to R/3 Enterprise xApps and NetWeaver require clarification SAP’s CRM offering in close race with SiebelTRANSCRIPT
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SAP Report Card
Paul Gillin, VP of Editorial, TechTarget
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About the surveyConducted via Web form, March, 2003Invitations sent to SearchSAP members
on nth name basis287 surveys completedResults to be published on
www.SearchSAP.com
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Highlights Customers are, overall, pretty happy and
confident in SAP Customer loyalty is strong Customers slow to upgrade to R/3 Enterprise xApps and NetWeaver require clarification SAP’s CRM offering in close race with Siebel
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Demographics
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Title profile
Consultant11%
Other14%
IT staff10%
IT management
46%
Non-IT management
3%
Proj. mgt.16%“What most closely
describes your primary job function?”
N=287
Demographics
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Company size
0 20 40 60 80 100
<500
500-1000
1,000-5,000
5,000-10,000
>10,000
# of respondents
=
“How many employees are in your entire organization?”
N=286
Demographics
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Release profile
R/ 3 version 4.x
90%
R/ 3 version 3.x5%
R/ 3 Enterprise5%
“Which SAP releases do you currently
work with?”
N=286Multiple responses not
permitted
Deployment
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Budget“What percentage of your SAP IT budget is spent on
your SAP support contract?”
N=286Multiple responses not
permitted
Deployment
0 50 100 150
Less than 5%
6-25%
26-50%
More than 50%
# of respondents
=
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Budget“What percentage of your total IT budget is spent
on SAP support, licenses and products?”
N=286Multiple responses not
permitted
Deployment
0 50 100 150
Less than 5%
6-25%
26-50%
51-65%
66-80%
80-100%
# of respondents
=
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Migration plans
Next 12 months27%
More than 12 months
28%
Already upgraded
6%
Replacing R/ 3 with another ERP product
2%No plans to
upgrade37%
If you are not using R/3 Enterprise, what is your timeframe for upgrading to R/3 Enterprise?
N=285
Deployment
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xApps Deployment plans
0%
10%
20%
30%
40%
50%
60%
In use now
< 12 months
using altern.
> 12 months
no plans
Deployment
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xApps strategy
Yes16%
No84%
=
“Do you think SAP has effectively communicated its xApps strategy?”
N=287
Deployment
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NetWeaver
Deployment
Don't know69%
No9%
Yes22%
=
“Do you think that SAP's new NetWeaver technology will benefit you?”
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mySAP CRM Deployment plans
0
20
40
60
80
100
120
xApps deployment
In use now
<12 mos.
Use altern.
>12 mos.
No plans
Deployment
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CRM vendor alternatives
=
“If you are using an alternative vendor for your CRM solution, which one are you using?”
N=173
Deployment
0
20
40
60
80
100
J .D EdwardsPeoplesoftOracleSiebelOther N/ A
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Vertically challenged?
0 50 100 150 200 250
mySAP Aerospace & DefensemySAP Automotive
mySAP BankingmySAP Chemicals
mySAP Consumer ProductsmySAP Engineering & ConstructionmySAP Financial Service Provider
mySAP HealthcaremySAP Higher Education & Research
mySAP High TechmySAP I nsurance
mySAP MediamySAP Mill Products
mySAP MiningmySAP Oil & Gas
mySAP PharmaceuticalsmySAP Public Sector
mySAP RetailmySAP Service Providers
mySAP TelecommunicationsNone
=
“Which of the following SAP vertical solutions do you use?”
Multiple responses allowed
Deployment
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CRM goes vertical
Multiple responses allowed
Deployment
Darc Rasmussen, SAP's Vice President of Global CRM initiative
“SAP has unrivaled experience across 22 industries and long experience in working with industry-specific processes. We've built up a considerable client base within these 22 verticals.”
“We have redoubled our focus, though, over the last year and a half to develop additional CRM processes across these 22 verticals. Now we are seeing those efforts come to fruition.”
February 10, 2003 (CRMDaily.com)
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Customer confidence
0% 20% 40% 60% 80% 100%
“Rate your confidence in SAP's ability to overcome current business challenges.”
Not confident Very confident
N=287
Attitudes
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Support report
1 2 3 4 5
Crisis
User education
Pre-sale
=
“Rate your satisfaction with SAP customer support in these areas.”
Avg. N=256
Very unsatisfied Very Satisfied
Satisfaction
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Documentation report
1 2 3 4 5
New product documentation
SAP Service Marketplace
Upgrade documentation
OSS notes
=
“Rate your satisfaction with SAP documentation in these areas.”
Avg. N=257
Very unsatisfied Very Satisfied
Satisfaction
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Corporate Image
0 20 40 60 80 100
Flexible, customer-centric organization
More follower thantrendsetter
Uncaring corporatemonolith
Innovativetechnology leader
Key businesspartner
# of respondents
=
“Which statement best describes SAP's corporate image?”
N=287
Attitudes
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Customers loyal“Is your organization looking more seriously at alternatives to SAP
products than it was one year ago?”
N=287
Attitudes
050
100
150
200
250300
2002 2003
Yes
No
Don’t know/ noopinion
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Value perception
0% 20% 40% 60% 80% 100%
“What is your opinion of the following statement: “SAP products offer good value for the money?’”
Strongly disagree Strongly agree
N=287
Attitudes
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Market power in flux
Declining19%
Increasing39%
Not changing42%
“Would you say SAP's market influence is…”
N=287
Attitudes