SAP Report Card

1
SAP Report Card

• Paul Gillin, VP of Editorial, TechTarget
• Vicki-lynn Brunskill, site editor, SearchSAP.com

2
About the survey

• Conducted via Web form, August, 2002
• Invitations sent to SearchSAP members on nth name
  basis
• 501 surveys completed
• Results to be published on www.SearchSAP.com

3
Highlights

• Customers are, overall, pretty happy and
  confident in SAP
• Cost and documentation are SAPs biggest
  Achilles heel
• CRM, SRM show weakest deployment plans
• Supply chain, Financials customers are happiest
• Customer loyalty is strong

4
Demographics
5
Title profile
Demographics
What most closely describes your primary job
function?
N984
6
Company size
Demographics
How many employees are in your entire
organization?
N500
7
Release profile
Deployment
Which SAP releases do you currently work with?
N580 Multiple responses permitted
8
Migration plans
Deployment
What is your timeframe for upgrading to version
4.6X?
N500
9
Deployment plans by module
Deployment
10
Deployment plans by module -2
Deployment
11
What theyre using
Deployment
Which of the following SAP R/3 functionalities
do you use?
N3337 Multiple responses allowed
12
What theyre using
Deployment
Which of the following SAP R/3 functionalities
do you use?
N3337 Multiple responses allowed
13
Report card
Satisfaction
Average satisfaction ratings of SAP software
features (1very dissatisfied, 5very satisfied)
N3337 Multiple responses allowed
14
Value perception
Satisfaction
15
Support report
Satisfaction
Rate your satisfaction with SAP customer support
in these areas.
Very Satisfied
Very unsatisfied
Avg. N358
16
Customer confidence
Attitudes
Rate your confidence in SAP's ability to
overcome current business challenges.
Not confident
Very confident
N501
17
Customers loyal
Attitudes
Is your organization looking more seriously at
alternatives to SAP products than it was one year
ago?
N984
18
Value perception
Attitudes
What is your opinion of the following statement
SAP products offer good value for the money?
Strongly disagree
Strongly agree
N500
19
Market power in flux
Attitudes
Would you say SAP's market influence is
N984