SAP is combining its Customer Success and Customer Services and Delivery organizations into a single Customer Value group, headed by Thomas Saueressig, its member of the executive board of SAP for customer services and delivery, who now becomes chief customer officer.
Saueressig will take charge of everything from sales onwards in the customer journey, the company said, “aligning selling, delivery, services and support driving adoption, renewal and expansion of SAP’s cloud and AI-powered solutions.”
Many customers have been lagging in their migration to SAP’s cloud services, with worries about the ROI of S/4HANA and the company’s licensing policies, challenges that Saueressig’s new organization must address.
“In a business where adoption and renewal define success, the lines between selling and delivering disappear,” SAP CEO Christian Klein said in a news release. “Bringing Customer Success and Customer Services & Delivery together is the right move now for our customers and for SAP, as we go all in on AI. Thomas combines deep product expertise with strong experience in services and customer delivery, and he has earned the trust of our customers and teams. I am convinced that under his leadership, this new organization will drive lasting customer value across the full journey.”
SAP extended board members Jan Gilg and Manos Raptopoulos will continue to co-lead the customer success organization, reporting to Saueressig.