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SearchSAP.com’sSAP Report Card

Vicki-lynn Brunskill, Editor, SearchSAP.comJon Panker, Editorial Director, TechTarget

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About the survey

Conducted via Web form, September, 2004

Invitations sent to SearchSAP members on nth name basis

300 surveys completed

Results to be published on www.SearchSAP.com

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Demographics

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Company size

0 50 100 150

<500

500-1000

1,000-5,000

5,000-10,000

>10,000

# of respondents

=

“How many employees are in your entire organization?”

N=300

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Location

0 50 100 150

North America

South America

Germany

United Kingdom

Europe-other

Asia Pacific

Africa/ Middle East

# of respondents

=

N=300

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Purchase power

0 50 100 150 200

Determine need

Evaluate products/ services

Recommend and specify products

I mplement products/ services

Decision maker

# of respondents

=

N=300

What is your role in purchasing products, services and/or technology?

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Deployment

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Deployment

Which SAP release do you currently work with?

1. mySAP ERP 2. Enterprise 4.7 3. 4.x 4. 3.x or earlier

Which SAP release do you currently work with?

0/0

30% 30%

20% 20%

1 2 3 4

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Release profile

“Which SAP release do you currently work with?”

0 50 100 150 200 250

3.x or earlier

4.x

Enterprise 4.7

mySAP ERP

# of respondents

=

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Migration plans

less than 12 months

36%

more than 12 months

40%No plans

24%

If you are not using Enterprise or mySAP ERP, when will you upgrade?

N=300

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0/0

50% 50%

1 2

1. Enterprise 2. mySAP ERP

Which upgrade path will you follow?

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Migration plans

Enterprise (4.7)66%

mySAP ERP34%

Which upgrade path will you follow?

N=300

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NetWeaver

Very well3%

Moderately well17%

A little40%

Not at all40%

“How well do you believe you understand SAP’s NetWeaver initiative?”

N=300

2003

Very well15%

A little62%

Not at all23%

2004

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0/0

40%

30% 30%

1 2 3

1. Yes 2. No3. Not Sure

Do you plan to incorporate NetWeaver into your system?

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NetWeaver

Yes38%

No19%

Don't know43%

“Do you plan to incorporate NetWeaver into your system? ”

N=300

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Attitudes

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Value perception

“What is your opinion of the following statement: ‘SAP products offer good value for the money?’”

Agree85%

Disagree15%

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Market power in flux

Declining18%

Increasing64%

Not changing18%

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

N=300

Declining19%

Increasing39%

Not changing42%

2003 2004

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Support report

2 3 4

Crisis

User education

Pre-sale

200420032002

=

“Rate your satisfaction with SAP customer support in these areas.”

Avg. N=300

Very unsatisfied Very Satisfied

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Documentation

2 3 4

Upgrade

New product

SAP Service Marketplace

Online Service System (OSS)

20042003

=

“Rate your satisfaction with SAP documentation in these areas.”

Avg. N=300

Very unsatisfied Very Satisfied

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Corporate Image

0 100 200 300

Flexible,customer-centric

organization

Uncaringcorporatemonolith

Innovativetechnology

leader

Key businesspartner

# of respondents

Sep-04Sep-03Mar-03

=

“Which statement best describes SAP's corporate image?”

N=300

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Conclusions

Customers are, overall, pretty confident in SAP

Customers are embracing Enterprise (4.7)

NetWeaver message becoming clearer

Customer support and documentation declined since 2003

Corporate image improved since 2003