Hosted by

SAP Report Card

Paul Gillin, VP of Editorial, TechTarget

Hosted by

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

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 Siebel

Hosted by

Demographics

Hosted by

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

Hosted by

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

Hosted by

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

Hosted by

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

=

Hosted by

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

=

Hosted by

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

Hosted by

xApps Deployment plans

0%

10%

20%

30%

40%

50%

60%

In use now

< 12 months

using altern.

> 12 months

no plans

Deployment

Hosted by

xApps strategy

Yes16%

No84%

=

“Do you think SAP has effectively communicated its xApps strategy?”

N=287

Deployment

Hosted by

NetWeaver

Deployment

Don't know69%

No9%

Yes22%

=

“Do you think that SAP's new NetWeaver technology will benefit you?”

Hosted by

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

Hosted by

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

Hosted by

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

Hosted by

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)

Hosted by

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

Hosted by

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

Hosted by

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

Hosted by

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

Hosted by

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

Hosted by

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

Hosted by

Market power in flux

Declining19%

Increasing39%

Not changing42%

“Would you say SAP's market influence is…”

N=287

Attitudes