SAP Charts High in Customer Satisfaction Survey

But users concerned with "endless" upgrade cycles and changing pricing models, Manufacturing Insights reports

But users concerned with "endless" upgrade cycles and changing pricing models, Manufacturing Insights reports

Framingham, MA — February 3, 2006 — SAP customers are generally satisfied with the solution provider, giving an overall ranking just shy of superior, although users do have concerns about "endless" upgrade cycles and changing pricing models, according to a recent survey of manufacturing companies conducted by IDC's Manufacturing Insights.

Graded on a scale of one to four, SAP received its highest scores (above three) for functionality — both breadth and industry depth — and user experience. SAP received lower marks for total cost of ownership (below three), with customers citing frequent upgrades and changing pricing models as both frustrating and confusing.

"SAP must improve customer experience to achieve superior satisfaction ratings," said Bob Parker, vice president of research for Manufacturing Insights and author of the report. "Companies can also take an initiative in increasing satisfaction levels and value realization by taking a more active role in SAP-related activities."

Manufacturing Insights' survey results find that companies actively managing the relationship with SAP have a more satisfied user community and can better maximize the value of its investment. The survey, conducted among a group of companies collectively accounting for over $1 trillion in revenue and 1 million employees, also revealed that SAP customers with relationships at higher levels in the organizations (i.e., CEO, senior executives, etc.) have higher levels of satisfaction.

These findings are part of a recent report published by Manufacturing Insights entitled "Harvesting Value from Your SAP Investment," the first in a series of reports evaluating customer satisfaction for the SHOMI vendors (SAP, HP, Oracle, Microsoft, IBM). As part of these evaluations, Manufacturing Insights' report series reveals survey findings, as well as provides best practices and specific recommendations for vendors on how to improve their scores.


Additional Articles of Interest

— Successful supply chain executives differentiate themselves — and their companies — from the competition. Here are the skill sets you need to focus on. Read "Critical Skills for Effective Supply Chain Leaders" in the December 2005/January 2006 issue of Supply & Demand Chain Executive.

— Leading crafts company Creativity Inc. has found that, with a bit of trust and a lot of teamwork, a little consulting can go a long way in addressing supply chain pain points. Read more in "Crafting Success in Supply Chain Transformation," cover story in the December 2005/January 2006 issue of Supply & Demand Chain Executive.

— Looking to bring new operational analytics solutions online? Here are five simple steps that every enterprise should take. Read "Bringing Operational Analytics Online — 5 Easy Pieces," an SDCExec.com exclusive.


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