Published in Cloud

SAP needs to listen more to its customers

by on17 September 2019

SAP user group complains

The maker of esoteric business software, which no one knows what it actually does, SAP needs to be more responsive in meeting the needs of its customers as they make the transition to the digital era.

SAP is pushing to offer more cloud-based services via subscription as it winds down its old license-based model. But its German customers are claiming that SAP is not providing enough guidance on how to execute their digital strategy, while upgrading to its premium cloud-based database, S/4HANA, remains tricky.

Marco Lenck, head of the German-speaking SAP User Group (DSAG), told its annual congress in Nuremberg that SAP must provide an out-of-the-box solution without customers having to do their own development work.

Lenck said only a quarter of German customers felt well informed by SAP about digital strategy; 45 per cent percent partly so; while 30 per cent lacked confidence in SAP’s guidance.

The DSAG said the company needed to offer better integration; unified data standards; broader and more stable functionality; and more scalable solutions.

Installations of the S/4HANA database were going slowly, it added, while SAP’s C/4HANA marketing suite was less popular than rival brands and needed to be better integrated.

“We need a business model for scalable performance and costs,” said Lenck. “That’s what distinguishes cloud solutions. That’s what the market offers. And that’s what we expect from SAP.”


Last modified on 17 September 2019
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