SAP Has To Win Customer Trust Back - With Or Without Qualtrics
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SAP Has To Win Customer Trust Back – With Or Without Qualtrics

SAP has lost the trust and goodwill of its own community. If the new co-CEOs Jennifer Morgan and Christian Klein will be able to turn it around remains to be seen.

In theory, the combination of traditional Human Capital Management (HCM) and Qualtrics’ experience management might somehow, someday become an adequate HXM solution. However, SAP has yet again neglected to adequately educate and inform the community.

At UKISUG Connect 2019, the UK and Ireland SAP User Group presented a survey about Qualtrics. The question was “Do you see SAP’s acquisition of Qualtrics benefitting your organization?”

Qualtrics: SAP’s Waterloo

43 percent of UKISUG members did not even know about SAP’s seven-billion-dollar acquisition. 44 percent said they would need further clarity on the product roadmap. Six percent said yes, seven percent said no.

Qualtrics and its experience management haven’t been the breakthrough successes that SAP was hoping for. It’s becoming ever more likely that SAP’s CRM suite C/4 Hana including all acquisitions and add-ons will be replaced by a more suitable solution like Microsoft Dynamics CRM. Hybris, highly profitable and successful, might become independent again while SAP may have to resell Qualtrics.

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No trust in SAP

UKISUG Connect also marked the continuation of a rather negative trend for SAP. After its catastrophic Net Promoter Score (fewer people recommending SAP) and a survey by German-speaking SAP user group DSAG (fewer people trusting SAP’s roadmaps), UKISUG now delivers the final blow: only 8 percent of its members still see SAP as a trusted advisor.

23 percent indicated that SAP is one of many technology partners while 16 percent said that SAP is just a transactional partner. The only good news for SAP is that 53 percent said that SAP is a reliable technology partner.

Room for improvement

It’s becoming more and more obvious with every passing user conference: SAP has lost the trust and goodwill of its own community. If the new co-CEOs Jennifer Morgan and Christian Klein will be able to turn it around remains to be seen, but they unfortunately don’t have a solid foundation going into 2020.

Source:
E-3 Magazine December 2019/January 2020 (German)

About the author

Peter M. Färbinger, Editor-in-Chief

Peter M. Färbinger is Editor-in-Chief and Publisher at E-3 Magazine, B4Bmedia.net AG, Munich, Germany. He can be reached at pmf@b4bmedia.net

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