SAP Reorganizes Key Areas to Better Support Customers and Their Digital Transformations

SAP is moving toward more customer-centric operations and introducing processes to successfully support customers in their digital transformation.

To deliver both best-of-breed and best-of-suite, SAP is establishing six primary solution areas: SAP Customer Experience, SAP S/4HANA, People (SAP SuccessFactors), Intelligent Spend (inclusive of SAP Ariba, SAP Fieldglass, and SAP Concur), SAP HANA & Analytics, and Qualtrics. SAP Cloud Platform will serve as the underlying technology platform for all these areas.

“Our customers rightly expect our portfolio of services to be seamlessly integrated and for all solutions to work together smoothly. SAP’s success is dependent on customers’ trust in our competence and ability to solve their challenges of the future,” said Christian Klein, Co-CEO of SAP SE.

Outstanding products, exemplary support and service processes, as well as industry know-how are crucial for customers. Equally important are clear and simple communication channels, a uniform appearance and transparency in terms of product strategy and integration scenarios. To achieve these goals, SAP is making the following organizational changes:

  • Sales, service and related customer success organizations will be bundled in the Customer Success board area managed by Adaire Fox-Martin.
  • Product management, development and product support will also come together under one board area led by Thomas Saueressig.
  • Juergen Mueller will be responsible for delivering one seamlessly integrated data management solution in addition to managing SAP’s overall platform and technology development as well as intelligent technologies. Saueressig and Mueller’s board areas will continue to work closely together.

As part of these changes, most former SAP Digital Business Services organization teams will be fully integrated in Fox-Martin and Saueressig’s board areas.

With the exception of Qualtrics, CX Engineering, CX Product Strategy, and major parts of Concur, all Cloud Business Group board teams will also be integrated into the new organizational model.

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