Customer care is to become a priority for SAP after being identified as one of the key areas of concern by both SAP and customers.
"SAP has acknowledged the need for better customer care," says Derek Prior, research director with Gartner Research. "This includes explaining the real impact of new strategies, technologies and products."
Specialising in SAP applications, Prior says delegates to a recent conference hosted by SAP and Gartner at Sun City identified better customer care as one of users' top five priorities. "Most SAP users would like a closer relationship and greater responsiveness," he says.
In light of this demand, SAP needs to provide more 'careware' and recruit consultants who are more business‑oriented, says Prior. "This will enable SAP to stay closer to customers and fulfil the role of trusted advisor through understanding how best to apply SAP technology to actual business needs."
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