Hosted by SAP Report Card Paul Gillin, VP of Editorial, TechTarget

Hosted by About the survey Conducted via Web form, March, 2003 Invitations sent to SearchSAP members on nth name basis 287 surveys completed Results to be published on

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 “What most closely describes your primary job function?” N=287 Demographics

Hosted by Company size “How many employees are in your entire organization?” N=286 Demographics

Hosted by Release profile “Which SAP releases do you currently work with?” N=286 Multiple responses not permitted Deployment

Hosted by Budget “What percentage of your SAP IT budget is spent on your SAP support contract?” N=286 Multiple responses not permitted Deployment

Hosted by Budget “What percentage of your total IT budget is spent on SAP support, licenses and products?” N=286 Multiple responses not permitted Deployment

Hosted by Migration plans 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 Deployment

Hosted by xApps strategy “Do you think SAP has effectively communicated its xApps strategy?” N=287 Deployment

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

Hosted by mySAP CRM Deployment 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

Hosted by Vertically challenged? “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 “Rate your confidence in SAP's ability to overcome current business challenges.” Not confidentVery confident N=287 Attitudes

Hosted by Support report “Rate your satisfaction with SAP customer support in these areas.” Avg. N=256 Very unsatisfied Very Satisfied Satisfaction

Hosted by Documentation report “Rate your satisfaction with SAP documentation in these areas.” Avg. N=257 Very unsatisfied Very Satisfied Satisfaction

Hosted by Corporate Image “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

Hosted by Value perception “What is your opinion of the following statement: “SAP products offer good value for the money?’” Strongly disagreeStrongly agree N=287 Attitudes

Hosted by Market power in flux “Would you say SAP's market influence is…” N=287 Attitudes