customer success sap’s north star

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IG SAP CHSAP Kundenumfrage aus Sicht SAP Management

Thomas SpandlSVP Customer Engagement & Experience16th September

Customer SuccessSAP’s North Star

2PUBLIC© 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ

“So I cannot trade the success of our customers andthe significant revenue potential of SAP againstshort-term margin optimization.”*

Christian Klein, CEO SAP

*https://www.cnbc.com/2020/10/26/sap-market-cap-plunges-by-30-billion.html

Achieving customer success remains THE priority for SAP – our customers are on their transformation to theCloud. Our Customers are asking for a different type of engagement model.

“….our business is evolving to Cloud and SAP needs to champion with us the change for our success.”

CE&X orchestrates the customer success to maximize value realization, improve customer satisfaction andfocus on customer business outcomes.

Maximize Commercial Flexibility; SAP demonstrates the biggest differentiator compared to other vendors.The “SAP Extension Program” started in 2013 and is continuously adopted to the market requirements.

WHY

HOW

Setting the Scene


Driving World-Class Customer Experience and Business Outcomes

Simple, consistent, andorchestrated partnership deliveringexceptional customer experience

Access to domain expertise todrive your success with SAPsolutions

Accelerated time-to-value with theresources, guidance, and proactiveinsights at the moments that matter

BUSINESSALIGNMENT

Consider Optimize

Innovate/IdentifyNeeds

Implement

Advocate

MeasureValueSelect

Invest

BUSINESSOUTCOMES

Prepare Adopt

Extend Use

Renew

Maintaining relentless focuson business value


CE&X Operating Model I Target End State 2022+

Virtual CSP

Enterprise CSP

CUSTOMERSUCCESS

CE&X NORTH STARProcurement HXM CX P&T Intelligent Suite

MidmarketStrategic EngagementIndustry

CustomerEnablement

EngagementSupport

Renewals &Commercial

Mgmt

Adoption &Consumption

Onboarding

Strategic EngagementIndustry

CE&X REGIONAL

Buying Center

CE&X GLOBAL

PartnerEngagement &

Experience

Specialist CSP


GUIDANCE & INSIGHTS FASTER TIME-TO-VALUE LOWER COST OF ADOPTION IMPROVED ROI

CUSTOMER

CUSTOMER SUCCESSPARTNER

SUCCESSCENTERS

AdoptionOnboarding Enablement EngagementSupport Partner

Aligns with customer & SAP on strategic and operationalobjectives

Drives formal plans to achieve business outcomes

Orchestrates SAP post sales resources to facilitate adoption,productive use of SAP solutions and customer success

Streamlines, formalizes & executes engagement acrossenterprise

Proactively advocates on behalf of customer to facilitate timelyresolution of issues

PLAN DEPLOY CONSUME OPTIMIZE

Customer Success Partner | engages along the customer lifecycle


Powering The End-to-End Experience with Centralized Expertise

The right content. The right persona. The right time. The right outcome.

AdoptionProviding actionable adoption data at solution level and prescriptive successplays that guide to value outcome through scalable approaches and self-servicecontent.

OnboardingEnsuring that customers, partners, and SAP are successfully aligned and readyto implement the prescribed solution to achieve customers' desired outcomesand confirm organizational readiness.

Engagement SupportDelivering integrated support with on-demand services, proactive monitoring,lifecycle management, and access to expertise to resolve customer challengesquickly.

EnablementProviding value content at every step of the customer journey to the rightperson at the right time to drive the right outcome.

Empower with processes, tools, and capabilities to proactively provide intelligence in a scalable and efficient manner.Automation & Innovation

Commercial Center | Strategy


https://support.sap.com/en/offerings-programs/strategy.html#section_1614725897

On February 4, 2020, SAP has announced an innovation commitment for SAP S/4HANA until the end of 2040. This means that until 2040, there will be alwaysat least one release of SAP S/4HANA in maintenance.

At the same time, SAP will provide mainstream maintenance for SAP Business Suite 7 core applications until end of 2027. This offboarding phase will befollowed by optional extended maintenance until end of 2030.

SAP will provide mainstream maintenance until end of 2027 for SAP Business Suite 7 core applications, which are also core applications of SAP Business All-in-One, including: SAP ERP 6.0 SAP Customer Relationship Management 7.0 SAP Supply Chain Management 7.0 SAP Supplier Relationship Management 7.0 applications SAP Business Suite powered by SAP HANA

Following mainstream maintenance, SAP will offer customers choice on maintenance for SAP Business Suite 7 core applications from 2028 onwards.

… 2024 2025 2026 2027 2028 2029 2030 2031

Dec

Mainstream Maintenance Customer-specific Maintenance

Dec

Extended Maintenance+2% on maintenance basis

Dec

Maintenance of SAP Business Suite 7via the latest three EHPs:EHP[6-8] for SAP ERP 6.0 (includes Payroll),EHP[2-4] for SAP CRM 7.0,EHP[2-4] for SAP SCM 7.0,EHP[2-4] for SAP SRM 7.0

Innovation Commitment for SAP S/4HANA until 2040 |Clarity and Choice on SAP Business Suite 7


• New functionalities availablethrough Cloud solutions from SAP

• Flexibility to migrate at own pace(Land Adapt Consume and Adapt)

Innovation

• Enable hybrid process scenarios• Reduced TCO and cost of implementation• Increase adoption, consumption

Expanded value

• Scalability with the simplicity of Cloudfor the real-time enterprise

• Solutions easy to deploy forcompanies of any size

Simplicity andspeed

• Protect customers SAP investment• No barriers to leverage Cloud innovations• Seamless delivery and support across hybrid

landscape

Protection

Unique Benefits by extending to cloud with SAP |Facilitating Innovation in a Hybrid IT Environment


ACCESS:Access opportunities forSAP cloud innovations

ANALYZE:Analyze opportunities

for on-premisereallocation

ADAPT:Adapt, migrate to cloud,

superior CustomerExperience

SAP Success Factors, SAPARIBA, Fieldglass, SAP S/4

HANA Cloud offerings,..

SAP Business Suite and SAPmobile solutions, SAP S/4

HANA,..

Intelligent Enterprise built onSAP digital core (Hybrid, Pure

cloud landscape)

Consume cloud innovations at your own paceFast track to innovation!

Flexible pathway to cloud and within the Cloud!

*https://support.sap.com/en/offerings-programs/strategy.html#section_1614725897

SAP Offers Fast Track to Innovation Via a Flexible Path to the Cloud |Extension Program available since 2013 and continuously adopted tomarket requirements

Thank you.Contact information:

Thomas SpandlHead of Renewals and Commercial Management+49 160 [email protected]

Appendix


*https://support.sap.com/en/offerings-programs/strategy.html#section_1614725897

Innovation Commitment for SAP S/4HANA until 2040*Clarity and Choice on SAP Business Suite 7

On February 4, 2020, SAP has announced an innovation commitment for SAP S/4HANA until the end of 2040. This meansthat until 2040, there will be always at least one release of SAP S/4HANA in maintenance.

At the same time, SAP will provide mainstream maintenance for SAP Business Suite 7 core applications until end of 2027.This offboarding phase will be followed by optional extended maintenance until end of 2030.

SAP will provide mainstream maintenance until end of 2027 for SAP Business Suite 7 core applications, which are also coreapplications of SAP Business All-in-One, including: SAP ERP 6.0 SAP Customer Relationship Management 7.0 SAP Supply Chain Management 7.0 SAP Supplier Relationship Management 7.0 applications SAP Business Suite powered by SAP HANA

Following mainstream maintenance, SAP will offer customers choice on maintenance for SAP Business Suite 7 coreapplications from 2028 onwards.

Release and Maintenance StrategySAP Business Suite Core Applications

… 2024 2025 2026 2027 2028 2029 2030 2031

Dec


Maintenance strategy is also valid for SAP Business Suite 7 Add-On applications (could mean follow-on releases for Add-Ons; and is dependent on partners in case of third party products)Runtime licenses for third party databases not affected; treatment will be announced once coverage from vendors is confirmed (usual process)

SAP ERP 2004 and before,SAP CRM 6.0 (SAP CRM 2007) and before,SAP SCM 5.1 (SAP SCM 2007) and before,SAP SRM 6.0 (SAP SRM 2007) and before

SAP ERP 6.0*, EHP[1-5] for SAP ERP 6.0(includes Payroll),

SAP CRM 7.0*, EHP1 for SAP CRM 7.0,SAP SCM 7.0*, EHP1 for SAP SCM 7.0,SAP SRM 7.0*, EHP1 for SAP SRM 7.0

Mainstream maintenance

Customer-specific maintenanceExtended maintenanceD

ec

Customer-specific Maintenance

Extended Maintenance+2% on maintenance basis

EHP = Enhancement Package

Dec

Maintenance of SAP Business Suite 7via the latest three EHPs:EHP[6-8] for SAP ERP 6.0 (includes Payroll),EHP[2-4] for SAP CRM 7.0,EHP[2-4] for SAP SCM 7.0,EHP[2-4] for SAP SRM 7.0


* Basis Release

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