SAP and the SAP User Group Executive Network (SUGEN) liaise to quantify value of new SAP support offering

SUGEN Establishes SAP® Enterprise Support Task Force to Aggregate Worldwide Customer Feedback to SAP, Commits to Partnering With SAP to Drive Adoption and Awareness

Palo Alto, Calif.In an effort to deliver SAP® Enterprise Support in closer alignment with customer expectations, SAP and the SAP User Group Executive Network (SUGEN), a global federation of twelve SAP user groups, have established a collaborative effort to represent the collective view of members’ strategic issues. SUGEN today announces the progress of an SAP Enterprise Support Task Force, established to aggregate member feedback on SAP Enterprise Support that the company announced in June, 2008.

The charter for the SUGEN-led task force is to communicate collective member feedback and to ensure the value delivery of SAP Enterprise Support. At the SUGEN bi-annual meeting this week at SAP Labs in Palo Alto, the task force shared with SAP the feedback from a SUGEN member survey designed to measure customer perceptions of the business value of SAP Enterprise Support. Survey feedback indicated that 90% of respondents have not yet realized the full extent of the SAP Enterprise Support offering, its value and cost justification. Matthias Herzog, SUGEN Vice-Chair and executive sponsor for the task force said that “we need a joint effort to overcome the differences between SAP and its customer base to ensure value is delivered for the increased maintenance fees.”

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