ISM, Inc. Ranks SAP among Leaders for Customer Relationship Management

mySAP CRM Recognised for Second Year in a Row

SingaporeSAP the world’s leading provider of e-business software solutions, today announced that ISM, Inc., a leading consulting and analysis firm focusing on customer relationship management (CRM) solutions, has ranked mySAP™ CRM software as one of the Top 15 CRM software packages in its 2002 evaluation of providers.

mySAP CRM was selected out of dozens of CRM software solutions tested at ISM’s Bethesda, Md., headquarters. Rankings were based on 166 criteria, which include 107 business functions, 41 technical features, and 18 user friendliness/support issues. ISM’s report cited mySAP™ CRM for its “integrated suite of products, which together comprise an enterprise-wide customer relationship management solution.” mySAP™ CRM received high marks in the categories of contact, account, sales, and time management functions, as well as its customer contact center, customer service, telemarketing/telesales, lead management, and user friendliness/support features.

“Being ranked two years in a row by ISM further establishes SAP as the provider of choice for companies seeking to implement effective, industry-based connected CRM solutions,” said Satyavrath Krishnaswamy, Director, Business Development, CRM, SAP Asia.

He added: “We now count 1,460 CRM customers globally, and we continue to gain significant momentum as we focus SAP’s extensive e-business expertise to help our customers build and maintain valuable customer relationships. Our customers are looking for world-class, open functionality that can be easily integrated to their existing environment – which is exactly what connected mySAP CRM delivers.”

Barton Goldenberg, president of ISM and co-founder and co-chairman of the Digital Consulting Institute’s CRM Conference and Exposition, announced the mySAP CRM honor during a special keynote session at DCI’s 2001 conference, held in Chicago February 13-15.

“SAP has demonstrated continued leadership in product functionality and as a provider of CRM solutions,” Goldenberg said. “ISM congratulates SAP on their outstanding achievement as a Top 15 award winner.”

Throughout 2001, SAP continued to take market share in CRM sales to achieve a fast-growing number two position in the global CRM market. For the full year, software revenues related to mySAP CRM reached approximately € 445 million, representing 17 per cent of total software license sales. A sampling of SAP’s CRM customers in Asia Pacific include: Jones Lang LaSalle (Australia), FAW-Volkswagen (China), CLP Power (Hong Kong), Yodobashi Camera (Japan), LG Siltron (Korea), San Miguel (Philippines), and Siam City Cement (Thailand).

mySAP CRM, part of the family of cross-industry solutions within the mySAP.com® e-business platform, enables businesses to focus on individual customers while providing the information and resources needed to manage those relationships more efficiently and profitably. The solution facilitates every phase of a company’s customer interactions – from engaging the customer and negotiating business transactions through fulfilling orders and ensuring customer satisfaction – in a closed loop.

mySAP CRM supports customer interactions through all relevant channels – mobile devices, telephony, and the Internet – and enables companies to manage customer relationships from an operational, analytical, and collaborative standpoint. It delivers a greater value proposition than standalone CRM applications by seamlessly integrating with a company’s e-procurement, supply chain management, business intelligence, and financial management systems as well as online marketplace hubs.

ISM’s Top 15 rankings are featured in the 10th anniversary edition of The Guide to CRM Automation and can be viewed at: . Founded in 1985, ISM, Inc., is a premier CRM research, market analysis, and consulting firm, specializing in sales, customer service, marketing, e-Business, and Business Intelligence. ISM is the publisher of The Guide to CRM Automation. ISM clients include McGraw-Hill, ExxonMobil, Lucent Technologies, IBM, Roche, Johnson and Johnson, and Xerox. Web site: .