Despite SAP continuing its BI Custo

Despite SAP continuing its BI Customer Success initiative, its customer experience (see Note 3) scores are among the lowest across all measures. It is also scores below average in market understanding, reflecting its ongoing struggle to meet business-user-oriented data discovery requirements in addition to meeting the requirements for large IT-managed enterprise BI deployments. Moreover, analytic dashboards are identified as one of the weaker components of the platform. SAP needs to further invest in improving customer experience within its installed base and not risk overstressing its clients' loyalty and stack stickiness.