How can Customer COEs influence SAP Development Introduction Customer Connection Program March 12, 2013

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1 How can Customer COEs influence SAP Development Introduction Customer Connection Program March 12, 2013

2 Legal Disclaimer This presentation outlines our general product direction and should not be relied on in making a purchase decision. This presentation is not subject to your license agreement or any other agreement with SAP. SAP has no obligation to pursue any course of business outlined in this presentation or to develop or release any functionality mentioned in this presentation. This presentation and SAP's strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. This document is provided without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or noninfringement. SAP assumes no responsibility for errors or omissions in this document, except if such damages were caused by SAP intentionally or grossly negligent SAP AG. All rights reserved. Customer 2

3 Agenda 1. Overview SAP Customer COE (CCOE) Program 2. Basic Function Influence SAP Development 3. Customer Connection Program 4. SAP s major Programs to Influence SAP Development 5. Customer Connection Collaboration in Detail 2013 SAP AG. All rights reserved. Customer 3

4 What is a Customer Center of Expertise (Customer COE) The Idea behind the Customer COE Concept Customer COE Basic Functions: o Information Management o Contract & License Management o Influence SAP Development (formerly Coordination of Innovation Request ) o Support Operations 2013 SAP AG. All rights reserved. Customer 4

5 CCOE Basic Function Influence SAP Development General focus are areas where customer s business requirements are not covered by SAP standard functional scope Customer internal aspects like avoiding SAP source code modification and being up-to-date with innovations of SAP standard functional scope Customer internal evaluation process of planned requests to influence SAP Development Customer COE s knowledge about the current options to influence SAP Development (Improve, Innovate, Vision) and the prerequisites (e.g. the signed Feedback Agreement) Defined customer contact person for activities regarding influencing SAP Development (e.g. addressee for SAP s influence info rollout) Customer has to achieve a minimum amount of points for Influence SAP Development 2013 SAP AG. All rights reserved. Customer 5

8 Customer COE Net: Information Platform for Customer COEs Brief Introduction Special area with content for certified Customer COEs only Offering exclusively for certified Customer COEs: Customer COE directly participate to the Customer Connection Program, if there is no User Group or Customer Community in their region or country or the associated User Group or Customer Community is not participating in the program 2013 SAP AG. All rights reserved. Customer 8

11 Unlock your SAP product s full potential Did you know that SAP continuously releases improvements for products in maintenance? Benefit from them by applying the related SAP Note. Go here to get the latest Improvement Notes and round off your SAP products: SAP AG. All rights reserved. Customer 11

12 SAP s customers ask for ways to influence SAP products How can I influence continuous improvement of 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. Customer 12

13 SAP offers three channels for customer influence, each with a different focus: Improvement Innovation Vision Today s Solution Planned Solution Future Directions Customer Connection Customer Engagement Initiative Executive Advisory Councils Improvements Next Products and Solutions Strategic Concepts For more information: SAP AG. All rights reserved. Customer 13

14 About Focus Topics The Customer Connection program follows a project approach (= Focus Topics) Each project within the Customer Connection program has a specific timeline Quarterly Cycle Focus Topic Pool Customer Connection Council Meeting Focus Topic Roadmap customers FT request Collection of Focus Topic requests Check criteria for a Focus Topic project Transparent Decision Criteria based on: Market Demand / Customer Base Active User Groups Available Capacity Selected Focus Topics Defined project start Focus Topic Definition Process SAP user groups/communities request Focus Topics (= scope of specific project) SAP defines Focus Topic projects with fast cycle times and dedicated scope 2013 SAP AG. All rights reserved. Customer 14

15 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 5 customer subscriptions are qualifying the IR IRs are assigned a status transparency Customer roles in Focus Topic projects IR owner the customer submitting an IR Minimum 5 subscribed customers per IR required acts as central PoC for SAP supports development phase: specification, test, validation each represents 1 company plans the improvement for productive use supports the IR owner in development phase 2013 SAP AG. All rights reserved. Customer 15

16 From the idea to improvement delivery An example of Customer Connection collaboration IR identified at least 5 subscribed customers IR qualified evaluates and selects IR scoped Customer submits Improvement Request IR SAP & Customer: Collaboration during development delivered Note available for all customers for download note/sp and productive usage develops scoped improvement 2013 SAP AG. All rights reserved. Customer 16

17 Global tool for Customer Connection collaboration The Customer Influence Site [ Basic Principles: Global and common Common, restricted space for all participating Customer Communities One global Improvement Request Owner Global recruitment of subscribed customers Support Users to register and accept Terms of Use to get access to Customer Connection space Help regarding tool/process mail to: Link: NEW: 3-step guided procedure for registration SAP AG. All rights reserved. Customer 17

18 Customer Connection Timeline Running Customer Connection Focus Topic projects Follow, moderate & comment on improvement request Detailed analysis and decision on implementation Delivery of notes and support packages Continuous improvement of the Customer Connection process Kick-Off Final Call Selection Call Delivery Call Collect Select Develop Use Collection of Improvement Requests Selection of improvement requests for implementation Development (delivered as notes /SP) Productive use in customers systems 8-12 weeks ~ 4 weeks 2 weeks < 6 months* End of Collect Phase Submit improvement requests Subscribe for improvement requests Provide feedback in development and testing Provide feedback on productive use customers 2013 SAP AG. All rights reserved. Customer 18

19 Customer Connection: 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: CML & BCA Healthcare: 2 project cycles finished EAM: 2 project cycles finished Real Estate Enterprise Portal Workflow Quality Management Product Lifecycle Management PLM CAD Integration (2 Project cycles) PLM PPM (2 Project cycles) PLM Project Systems PLM GSS, Web User Interface EPM BPC (NW & MS) EPM Financial Consolidation Historization CRM: CRM Cross Functions CRM Territory Management CRM Groupware CRM Marketing CRM Service & Cross CRM Sales and Account Management CRM - ERP Mobile Defense & Security (MDS) Environmental Health & Safety For comfortable search of all delivered improvements, customers use Improvement Finder 2013 SAP AG. All rights reserved. Customer 19

20 Customer Connection: Focus Topics in Development Focus Topic scoped IR Focus Topic scoped IR Discrete Industries High Tech - APO-gATP 4 CRM Cycle 3 18 SRM 15 Public Sector - SLCM 9 NetWeaver MDM 5 SEPA for SAP ERP Financials 27 Insurance FS-CM (Insurance Claims Management) HCM - Time Management 4 HCM - Organizational Management /PM 4 4 Retail - Fashion in SAP ERP 2 Retail - GS1 (EDI / Standards Data Transfer / etc..) in SAP ERP Retail - Backorder processing / Availability Check in SAP ERP Retail - Multi-channel business in SAP ERP, SAP CRM Retail - Master Data in SAP ERP 3 Retail - Pricing 3 GRC Access Control 11 SCM - Supplier Network Collaboration 9 Enterprise Portal Cycle Public Sector Tax & Revenue Management 11 Utilities CRM for Utilities 12 Utilities Meter to Bill SAP AG. All rights reserved. Customer 20

22 Customer Connection Key Facts at a glance 450 Improvements delivered to customers accepted Focus Topics **) 35 completed Focus Topics 312 delivered improvements 15,500 Note downloads by 3,550 customers ,200 Customer Influence site users Top downloading countries: Germany USA Switzerland Austria France Netherlands Israel IRs delivered Brazil Belgium **) preliminary value for this month Great Britain 2013 SAP AG. All rights reserved. Customer 22

24 Focus Topic Roadmap Focus Topics in Collection HCM erecruiting (go/) (collection until ) PI Process Integration (go/) (collection until ) BOBJ Web Intelligence (go/) (collection until ) Q1/2013 PLM Recipe Development (start in March 2013) Retail Standardization of archiving objects (start end of March 2013) Retail UX Deliveries for Retail (start end of March 2013) Q2/2013 Upcoming Focus Topic Projects HCM Compensation Public Sector Management-IPSAS compliance Public Sector Management 2 *) GRC Access Control Globalization India SRM, HCM, Financials, Logistics Operations of Business Objects Platform Planned **) ILM Archiving Objects Variant Configurator GTM (pilot for China) Info sessions about HCM, SCM/APO, PLM/DMS Opportunity to get involved immediately Get prepared before project starts *) focus in clarification **) Co-innovation and Follow-up 2013 SAP AG. All rights reserved. Customer 24

25 Customer Connection: How to get involved? Get involved in ongoing Focus Topics Propose your Focus Topic Check ongoing Focus Topics in COLLECT phase or upcoming projects Inform other customers to get involved in the project Use Customer Influencing 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 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) 2013 SAP AG. All rights reserved. Customer 25

26 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: Enterprise Asset Management direct link to SAP developers Banking the delivery of selected improvement requests have been fulfilled in time Student Lifecycle Management the collaboration with other customers felt that SAP were listening to customer requirements Source: SAP Customer Connection Survey SAP AG. All rights reserved. Customer 26

28 Thank You! Contact information: Customer Connection Team

29 Legal agreements in customer connection Kick-off Call Final Call Decision Selection Call Delivery Call Focus Topic defined 2 weeks Collect Select Develop Use Terms of Use (ToU) Feedback Agreement (FBA) 2 CPS³ Other Cust. Com. Individual per customer, etc. Confidentiality SAP commitment to deliver Intellectual Property 3 rd party litigation/platform Usage Per Company 5 years Confidentiality SAP commit. Intell. Property Individual per person Confidentiality SAP commit. Intell. Property Security 1 Idea Place Terms of Use Set framework to Handle IP, confidentiality, SAP commitment, 3 rd 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. Customer 29

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