Influencing Customer Connection – Enable the Installed base

Program Overview

July 22, 2013

© 2013 SAP AG. All rights reserved. 2 Customer

The information in this presentation is confidential and proprietary to SAP and may not be disclosed without

the permission of SAP. This presentation is not subject to your license agreement or any other service or

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for any reason without notice. The information in this document is not a commitment, promise or legal

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Legal disclaimer

© 2013 SAP AG. All rights reserved. 3 Customer

SAP customers have good ideas and experiences to add

them into the SAP Products and Solutions

SAP customers ask for ways to influence:

How can I influence continuously to improve SAP products?

How can I co-innovate with SAP to shape the next products

and releases?

How can I share the vision of my future business with SAP?

© 2013 SAP AG. All rights reserved. 4 Customer

SAP Influencing Programs for customers

SAP offers three channels for customer influence,

each with a different focus:

Vision Innovation Improvement

Today’s Solution

Customer Connection

Improvements

Planned Solution

Customer Engagement

Initiative

Next Products and

Solutions

Future Directions

Executive Advisory

Councils

Strategic Concepts

© 2013 SAP AG. All rights reserved. 5 Customer

Customer Connection is the influencing channel for

customers to improve today’s products and solutions

Improvement

Today’s Solution

Customer

Connection

Improvements

Channel for small enhancements & improvements of

SAP products and solutions

Improvement delivery takes place via SAP Notes and SP’s

Open channel to SAP User Groups/Customer Communities

The program is driven by SAP customers, structured in

Focus Topic projects

Proven collaboration model established:

SAP and customers co-operate in Focus Topic projects

Customer Connection: Together Successful in Improving SAP Products

Our Global Network:

40 User Groups/Customer

Communities on-boarded yet

Our Improvements:

386 Improvements delivered to

customers so far

Our Focus Topics:

Activities currently along 100

approved Focus Topics

Our Tools:

3,800 active users within the

SAP Customer Influence tool

Our Pipeline:

138 Improvements are

currently in development

Our Success:

Improvement note downloads

by 5,810 customers

In the fast lane to a better run world - join us!

Product

Product Lifecycle Management

CAD Integration (2 Project cycles)

PPM (2 Project cycles)

Project Systems

GSS, Web User Interface

PM/Enterprise Asset Management

Quality Management

EPM Financial Consolidation

Historization

Mobile Defense & Security (MDS)

EH&S: Environmental Health & Safety

CRM: 7 Projects completed

Industry Solution Technology

Discrete Industries: 5 projects completed

(Industrial Machinery & Components,

Shop Floor Dispatcher, A&D MSP & MPL,

Cross Topics)

Transportation Management

Manufacturing Execution

Public Sector: 3 projects completed

(PS – Administration, PBC, PS-CD)

Insurance

Banking: CML & BCA

Healthcare: 2 project cycles

Utilities: Meter to Bill

Financials

Retail (Retail-Pricing)

Real Estate

Media (AM & Media Sales)

Enterprise Portal

Workflow

EPM – BPC (NW & MS)

Netweaver MDM

SAP Improvement Finder provides comfortable search of all improvements delivered Visit Improvement Finder

© 2013 SAP AG. All rights reserved. 8 Customer

Customer Connection: How customers benefit

Transparency – Collaboration - Delivery

Enterprise Asset Management

‘direct link to SAP developers’

‘the collaboration in partnership’

Statements*: One thing SAP customers liked the most about Customer Connection

Student Lifecycle Management (SLCM)

‘the collaboration with other customers’

‘felt that SAP were listening to customer requirements’

‘interesting to see the requirements of other users, which were also

relevant for us’

Banking

‘opportunities for functional

enhancements’

‘the delivery of selected

improvement requests have

been fulfilled in time’

*Source: SAP Customer Connection Survey 2012

© 2013 SAP AG. All rights reserved. 9 Customer

Customer Connection is structured in Focus Topics

Customer Connection program follows a project approach

SAP user groups/communities request Focus Topic (= scope of specific project)

SAP defines Focus Topic projects with fast cycle times and dedicated scope

Each project within the Customer Connection program has a specific timeline

Focus Topic Roadmap Focus Topic Pool Customer Connection Council

Meeting

Collect FT requests

Check criteria for a

FT project

Transparency on decision based on:

• Market demand/customer base

• Active User Groups

• Available capacity

Selected FT projects

Defined project start Focus Topic request

Focus Topic definition process

© 2013 SAP AG. All rights reserved. 10 Customer

Submit Improvement Requests in the collection phase

of a Focus Topic project

Customer Roles in Customer Connection Projects:

Improvement request owner

acts as central point of contact

for SAP

supports development phase:

specification, test, validation

Interested Customer Opportunity to use Customer

Influence site as source of

information by activating email

notification or feeds

Subscribed Customer

represents one company by subscription

plans the improvement for productive use

supports the IR owner in development

phase

Co-operation of customers in the projects via the

global collaboration platform:

Submit improvement request

Comment on requested improvements

Follow improvement request (get notification)

Support improvement request by subscription

(customers state to use the improvement in their

productive systems) Visit Customer Influence

© 2013 SAP AG. All rights reserved. 11 Customer

From the idea to improvement delivery

An example of Customer Connection collaboration

evaluates and

selects scoped

min. 5 subscribed

customers qualified

Note available for all customers for download

note/SP and productive usage

Submit

Improvement

Request

identified

SAP & Customer:

collaboration during

development:

• SAP develops

• Customer tests and

validates

Note

/SP

© 2013 SAP AG. All rights reserved. 12 Customer

Customer Connection Focus Topic process

Proven collaboration model with customers

Collection of

Improvement Requests

Selection of

improvement

requests for

implementation

Improvements’ development

(delivery as notes/SP)

Productive use in

customers‘ systems

Collect Select Develop Use

(~ 8 - 12 weeks) (< 6 months) (~ 4 weeks)

Kick-Off Final Call Selection Call Delivery Call

Provide feedback

on productive use

Provide feedback in

development & support

testing

Detailed analysis

and decision on

implementation

Development and

delivery of notes and

support packages

Continuous improvement

of the Customer

Connection process

Follows, moderates

and comments on

improvement request

Submit improvement

requests, subscribe for

IR prioritization

SAP Customers

Project Team

Customers

© 2013 SAP AG. All rights reserved. 13 Customer

Global platform for Customer Connection collaboration The Customer Influence Site [http://influence.sap.com]

Global and common

For all participating Customer Communities

One global ‘Improvement Request Owner’

Global recruitment of ‘subscribed customers’

Restricted space

Users need to register and accept Terms of Use

to get access to Customer Connection space

3-step guided procedure for registration available

Visit Customer Influence

Get registered here

*) 66% of all Focus Topic requests have been accepted so far **) current figure for this month

**

3 22

59

111

139

175

215

298

330

386

0

50

100

150

200

250

300

350

400

450

Key Facts at a glance

IRs delivered

100

accepted Focus

Topics*

3,800

users of the

Customer Influence

platform

42 fully completed

Focus Topics

5,810

downloading

customers

386 Improvements

delivered to

customers

33,341 Improvement

Note

downloads

(total)

**

© 2013 SAP AG. All rights reserved. 15 Customer

Customer Connection

Focus Topic projects in development

Product Industry Solution Technology

Human Resources Management

Time Management

Organizational Management

SCM – Supplier Network Collaboration

CRM (2012)

SRM – Supplier Relationship

Management

SEPA for ERP Financials

GRC

eGRC Process Control

Risk Management

ERP Logistics

(Automotive, Mill Products)

PLM 7 Web User Interface

Utilities: CRM for Utilities

Public Sector

Student Lifecycle Management

Tax & Revenue Management

Healthcare – Patient Management

Insurance

FS-CM (Claims Management)

FS-PM (Policy Management)

Retail

Fashion in SAP ERP

GS1 (EDI / Standards Data

Transfer /etc..) in SAP ERP

Backorder processing /

Availability Check in SAP ERP

Multi-channel business in SAP

ERP, SAP CRM

Master Data in SAP ERP

Discrete Industries

High Tech - APO-gATP

Enterprise Portal

Netweaver MDM SP10

Netweaver BW Backend

PI – Process Integration

BO – Web Intelligence

© 2013 SAP AG. All rights reserved. 16 Customer

For further information…

Customer Connection on

www.sap.com

Visit sap.com/cc

Learn More

View Customer Connection

Focus Topic Roadmap

View Focus Topic Roadmap

on Customer Influence

Find all improvements delivered

SAP Improvement Finder Customer Influence

Visit Customer Influence site

Customer Connection:

We team up with customers.

Contact us:

Customer Connection Team

customer-connection@sap.com

Appendix

© 2013 SAP AG. All rights reserved. 19 Customer

Don‘t miss the icing on your SAP cake

Did you know that SAP continuously releases

improvements for products in maintenance?

Benefit from them by applying the related SAP Note.

Get the latest Improvement Notes

and round off your SAP products: SAP Improvement Finder

In Customer Connection, we collaborate directly with

our customers by adding their experiences to our

mainstream solutions.

Enterprise Asset

Management Top Notes:

Assigning docs to maint.

order (1673999),

Enhancing the techn. object

list (1674343),

Enhancement for basic

order view

(1703800)

Workflow Top Notes:

New logical delete function

(1705866),

Dynamic user decision

(1648822),

Adjustment of the BOR

editor (1639167)

Financials Top Notes:

XML bank statement

(1686264),

Creating multiple assets

with configurable entry

(1712247),

Improved F4 help

(1717436)

Customer

Relationship

Management Top Notes:

No territory determination

after update (1596482),

Central Edit Button for

Master Data (1578112),

Editing MS Word files

(1735356)

Thus far:

+344 Improvements delivered to customers

+15,500 Total downloads of delivered improvements

© 2013 SAP AG. All rights reserved. 21 Customer

Get access to Customer Influence

https://cw.sdn.sap.com/cw/community/influence/register

2 Logon to Customer Influence

3 Request Access

1 Register at SCN

receive access confirmation

by SAP

Customers who visit Customer Influence for the first time, will be welcomed as "Guest".

By clicking the button "Register Now" you start the registration process.

© 2013 SAP AG. All rights reserved. 22 Customer

Legal agreements in customer connection

Collect Select Develop Use Focus Topic

defined

Terms of Use (ToU) Feedback Agreement (FBA)2

• Individual per customer, etc.

• Per Company

• 5 years

• Individual per

person

CPS³

Kick-off Call Final Call Delivery Call Selection Call

• Confidentiality

• SAP commitment to deliver

• Intellectual Property

• 3rd party litigation/platform Usage

• Confidentiality

• SAP commit.

• Intell. Property

• Confidentiality

• SAP commit.

• Intell. Property

• Security

Other Cust.

Com.

1 Customer Influence Terms of Use Set framework to Handle IP, confidentiality, SAP commitment, 3rd party liability 2 Feedback Agreement Set framework to Handle IP, confidentiality, SAP commitment per IR Owner

³ Confidentiality and Privacy Statement (also known as “C user Agreement”

© 2013 SAP AG. All rights reserved. 23 Customer

© 2012 SAP AG. All rights reserved.

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© 2013 SAP AG. All rights reserved. 24 Customer

Customer Connection: How to get involved?

Get involved in

ongoing Focus Topics

Check ongoing Focus Topics in

COLLECT phase or upcoming projects

Inform User Group members to get

involved in the project milestone

communication

Use Customer Influence as the only

communication platform:

(Get registered to the platform once)

Submit your improvement requests

Subscribe to improvement requests

Collaborate with customers on improvements

world-wide

Propose your

Focus Topic

Establish your INFLUENCING Network

Align on common needs

Propose a Focus Topic by sending the

completed the template document to SAP

Await SAP decision (Focus Topic

requestor is informed first)