Influencing Customer Connection – Enable the Installed base

Program Overview

January 18, 2013

© 2012 SAP AG. All rights reserved. 2 Customer

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infringement. SAP assumes no responsibility for errors or omissions in this

document, except if such damages were caused by SAP intentionally or grossly

negligent.

© 2012 SAP AG. All rights reserved. 3 Customer

Does it ever happen to you that you have good ideas to

influence the SAP Products and Solutions?

How can I share the vision

of my future business with SAP?

How can I influence continuously

to improve SAP products?

How can I co-innovate with SAP

to shape the next products and

releases?

SAP customers ask for ways to

influence:

© 2012 SAP AG. All rights reserved. 4 Customer

SAP offers three channels for customer influence,

each with a different focus:

For more information: https://service.sap.com/influence

Vision Innovation Improvement

Today’s Solution

Customer

Connection

Improvements

Planned Solution

Customer

Engagement

Initiative

Next Products and

Solutions

Future Directions

Customer Advisory

Councils

Strategic Concepts

© 2012 SAP AG. All rights reserved. 5 Customer

Customer Connection at a glance

Improvement

Today’s Solution

Customer

Connection

Improvements

Channel for incremental enhancements and improvements

of products and solutions SAP customers are using today

Suitable for small enhancements deliverable via Notes and

SAP Support Packages for easy and fast adoption

Open to SAP User Groups/Customer Communities

Customer driven program, with clear responsibilities on

both sides

Collaboration in a project approach:

Customers to request a Focus Topic project

Customers collect and submit Improvement Requests in

defined Focus Topic projects

© 2012 SAP AG. All rights reserved. 6 Customer

About Focus Topics…

The Customer Connection program follows a project approach (= Focus Topics)

Each project within the Customer Connection program has a specific timeline

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

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

Focus Topic Definition Process

Focus Topic Pool Focus Topic Roadmap

Collection of Focus

Topic requests

Check criteria for a

Focus Topic project

Selected Focus

Topics

Defined project start

Quarterly

Cycle

Customer Connection Council Meeting

Transparent Decision Criteria

based on:

• Market Demand / Customer Base

• Active User Groups

• Available Capacity FT request

customers

© 2012 SAP AG. All rights reserved. 7 Customer

…and Improvement Requests (IR)

IRs can be submitted to all Focus Topics in collect phase

IRs are collected, commented, subscribed and monitored in the global collaboration

platform: Customer Influence Site

With subscription, a customer states to use the improvement in their productive systems

5 customer subscriptions are qualifying the IR for evaluation by SAP development

IRs are assigned a status in order to provide transparency on decision and execution

IR owner

the customer submitting an IR

Customer roles in Focus Topic projects

acts as central PoC for SAP

supports development phase:

specification, test, validation

Minimum 5 subscribed

customers per IR required

each represents 1 company

plans the improvement for productive use

supports the IR owner in development phase

© 2012 SAP AG. All rights reserved. 8 Customer

From the idea to improvement delivery

An example of Customer Connection collaboration

evaluates and selects IR

scoped

SAP & Customer:

Collaboration during

development

develops scoped improvement

http://influence.sap.com

IR

at least 5

subscribed

customers

qualified

Note available for all customers for download

note/SP and productive usage

Customer submits

Improvement Request

IR

identified

IR

delivered

© 2012 SAP AG. All rights reserved. 9 Customer

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

Basic Principles: Global and common

• Common, restricted space for all participating

Customer Communities

• One global „Improvement Request Owner‟

• Global recruitment of „subscribed customers‟

Additional Information

• Users to register and accept Terms of Use to

get access to Customer Connection space

• Help regarding tool/process mail to:

customer-connection@sap.com

Link: http://influence.sap.com/

NEW: 3-step guided procedure for registration https://cw.sdn.sap.com/cw/community/influence/register

© 2012 SAP AG. All rights reserved. 10 Customer

Customer Connection Running Customer Connection Focus Topic projects

Submit improvement requests

Subscribe for improvement requests

Provide feedback in

development and testing Provide feedback

on productive use

Collection of Improvement

Requests

Selection of

improvement

requests for

implementation

Development (delivered as

notes /SP)

Productive use in

customers„ systems

Kick-Off Final Call

Selection Call Delivery Call

End of Collect Phase

< 6 months* 2 weeks 8-12 weeks ~ 4 weeks

Collect Select Develop Use

Detailed analysis

and decision on

implementation Delivery of notes and

support packages

Continuous improvement

of the Customer

Connection process

Follow, moderate & comment

on improvement request

customers

© 2012 SAP AG. All rights reserved. 11 Customer

Customer Connection Key Facts at a glance (dated Dec 31, 2012)

0 2

21

48

100

124

168

0

50

100

150

200

250

300

Improvements delivered to customers

IRs delivered

82 Accepted Focus Topics

28 Completed Focus Topics

295 Delivered Improvements

11,320 Note Downloads by 2,840 customers

2.880 SAP Idea Place Users

© 2012 SAP AG. All rights reserved. 12 Customer

Customer Connection: 28 Completed Focus Topics (= all selected improvements delivered)

Discrete Industries: Industrial Machinery & Components

Shop Floor Dispatcher & Cross Topics

Transportation Management

Manufacturing Execution

Public Sector – Administration

Public Sector – PBC

Insurance

Banking: Consumer & Mortgage Loans

Healthcare: 2 project cycles finished

PM/EAM: 2 project cycles finished

Enterprise Portal

Workflow

Product Lifecycle Management

PLM CAD Integration

PLM Portfolio & Project Management

PLM Project Systems

PLM GSS, Web User Interface

CRM:

CRM – Cross Functions

CRM – Territory Management

CRM – Groupware

CRM – Marketing

CRM – Service & Cross

CRM – Sales and Account Management

Mobile Defense & Security (MDS)

For comfortable search of

all delivered improvements,

customers use

‘Improvement Finder’

© 2012 SAP AG. All rights reserved. 13 Customer

Customer Connection 22 Focus Topics in Development (Status as of December 19, 2012)

Focus Topic scoped IR

Quality Management (QM/LIMS) 11

PLM – CAD Cycle 2 12

Discrete Industries – High Tech - APO-gATP 4

EPM - BPC for Microsoft and Netweaver 1

EPM - BFC (Financial Consolidation) 4

EPM - Financial Consolidation Historization 4

Banking (Banking Customer Accounts) 4

CRM / ERP (CRM Cycle 2) 5

Environmental Health & Safety (EH&S) 11

Financial External 8

Public Sector - SLCM 9

CRM Cycle 3 18

HCM - Time Management 4

HCM - Organizational Management /PM 4

Utilities – CRM for Utilities 12

Utilities – Meter to Bill 12

Focus Topic scoped IR

Retail - Fashion in SAP ERP 2

Retail - GS1 (EDI / Standards Data Transfer /

etc..) in SAP ERP 4

Retail - Backorder processing / Availability Check

in SAP ERP 3

Retail - Multi-channel business in SAP ERP,

SAP CRM 2

Retail - Master Data in SAP ERP 3

Retail - Pricing 3

Media - Ad Management, Media Sales 9

SRM 15

GRC – Access Control 11

SCM - Supplier Network Collaboration 9

Enterprise Portal Cycle 2 7

Public Sector Collection and Disbursement 9

Public Sector Tax & Revenue Management 11

NetWeaver MDM 5

SLCM - Student Lifecycle Management 9

© 2012 SAP AG. All rights reserved. 14 Customer

Focus Topic Roadmap

eGRC - Risk Management (collection until January 18, 2013 – go/)

eGRC - Process Control (collection until January 18, 2013 – go/)

Insurance Policy Management (FS-PM) (collection until January 25, 2013 – go/)

Healthcare – Patient Management (collection until February 3, 2013 – go/)

PLM 7 Web User Interface (collection until February 22, 2013 – go/)

HCM – eRecruiting (go/)

Global Trade Services (go/)

Q1/2013

NetWeaver – Process Integration

BI for Web Intelligence

PLM Recipe Development (start in March 2013)

Retail 1 *) (start in March 2013)

Retail 2 *) (start in March 2013)

Q2/2013

• HCM – Compensation (start in May 2013)

• Public Sector Management 1 *)

• Public Sector Management 2 *)

Focus Topics in Collection Upcoming Focus Topic Projects

Opportunity to get involved

immediately

Get prepared before

project starts

*) focus in clarification

© 2012 SAP AG. All rights reserved. 15 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 Site 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)

© 2012 SAP AG. All rights reserved. 16 Customer

Customer‘s advantages

SAP listens to customer actively

SAP responds to customer demand

and interests

The process is structured clearly and

provides a proven input channel for

customers

SAP improves the quality of standard

software, which lowers customer„s

cost of operations

Improvements are shipped via SAP

Notes or SAP Support Packages,

covered by the maintenance fee

One thing SAP customers liked the most about Customer Connection Program:

PM/EAM

‘direct link to SAP developers’

‘the collaboration in partnership’

Banking

‘opportunities for functional enhancements’

‘the delivery of selected improvement

requests have been fulfilled in time’

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’

Source: SAP Customer Connection Survey 2012

© 2012 SAP AG. All rights reserved. 17 Customer

For further information…

• Service Marketplace:

• https://service.sap.com/influence

• www.service.sap.com/customer-connection

• FAQ-Document for Customer Connection

• Find all improvements

www.sapimprovementfinder.com

• Send us an email:

customer-connection@sap.com

Thank You!

Contact information:

Customer Connection Team

customer-connection@sap.com

Appendix

© 2012 SAP AG. All rights reserved. 20 Customer

NEW: simplified registration process for Idea Place

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

2 Logon to Idea Place

3 Request Access

1 Register at SCN

receive access

confirmation by SAP

© 2012 SAP AG. All rights reserved. 21 Customer

Legal agreements in customer connection

Collect Select Develop Use Focus Topic

defined

2 weeks

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 Decision 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 Idea Place 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”

© 2012 SAP AG. All rights reserved. 22 Customer

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