Nov
12
2018
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Analysts weighing in on $8B SAP-Qualtrics deal don’t see a game changer

SAP CEO Bill McDermott was jacked up today about his company’s $8 billion Qualtrics acquisition over the weekend. You would expect no less for such a big deal. McDermott believes the data Qualtrics provides could bridge the gap between his company’s operational data and customer, data wherever that resides.

The idea behind Qualtrics is to understand customer sentiment as it happens. McDermott sees this as a key piece to the company’s customer management puzzle, one that could propel it into being not only a big player in customer experience, but also drive the company’s underlying cloud business. That’s because it provides a means of constant feedback from the customer, one that is hard to ascertain otherwise.

In that context, he saw the deal as transformative. “By combining this experience data with operations, we can combine this through Qualtrics and SAP in a way that the world has never done before, and I fundamentally believe it will change this world as we know it today,” McDermott told TechCrunch on Monday.

Others who follow the industry closely were not so convinced. While they liked the deal and saw the potential of combining these types of data, it might not be the game changer that McDermott is hoping for after spending his company’s $8 billion.

Paul Greenberg, who is managing principal at The 56 Group and author of the seminal CRM book, CRM at the Speed of Light, says it’s definitely a big acquisition for the company, but he says it takes more than an acquisition or two to challenge the market leaders. “This will be a beneficial acquisition for SAP’s desire to continue to pivot the company to the customer-facing side, but it isn’t a decisive one by any means,” Greenberg told TechCrunch.

Customer experience is a broad term that involves understanding your customer at a granular level, anticipating what they want, understanding who they are, what they have bought and what they are looking for right now. These are harder problems to solve than you might imagine, especially since they involve gathering data across systems from a variety of vendors that deal with different pieces of the puzzle.

Companies like Adobe and Salesforce have made this their primary business focus. SAP is at its heart an ERP company, which gathers data by managing key internal operational systems like finance, procurement and HR.

Tony Byrne, founder and principal analyst at Real Story Group, says he likes what Qualtrics brings to SAP, but he is not sure it’s quite as big a deal as McDermott suggests. “Qualtrics enables you to do more sophisticated forms of research which marketers certainly want, but the double benefit is that — unlike SurveyMonkey and others — Qualtrics has experience on the digital workplace side, which could complement some of SAP’s HR tooling.” But he adds that it’s not really the central CEM piece, and that his company’s research has found that SAP still has holes, particularly when it comes to marketing tools and technologies (MarTech).

Brent Leary, who is founder at CRM Essentials, agrees that SAP got a nice company, especially when combined with the $2.4 billion CallidusCloud purchase from earlier this year, but it has a ways to go to catch up with Salesforce and Adobe. “Qualtrics does provide a more broad perspective of customers because of operational data from back and front office systems. The Callidus acquisition helps to turn insights into certain B2B-focused customer experiences. But I think more pieces may be needed in terms of B2C experience creation tools that companies like Adobe and Salesforce are focusing on with the marketing/experience clouds,” he explained.

Whether this is an actual game changer as McDermott suggested remains to be seen, but the industry experts we spoke to believe it will be more of an incremental piece that helps move the company’s customer experience initiative forward. If they’re right, McDermott might not be finished shopping just yet.

Aug
29
2018
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Google takes a step back from running the Kubernetes development infrastructure

Google today announced that it is providing the Cloud Native Computing Foundation (CNCF) with $9 million in Google Cloud credits to help further its work on the Kubernetes container orchestrator and that it is handing over operational control of the project to the community. These credits will be split over three years and are meant to cover the infrastructure costs of building, testing and distributing the Kubernetes software.

Why does this matter? Until now, Google hosted virtually all the cloud resources that supported the project, like its CI/CD testing infrastructure, container downloads and DNS services on its cloud. But Google is now taking a step back. With the Kubernetes community reaching a state of maturity, Google is transferring all of this to the community.

Between the testing infrastructure and hosting container downloads, the Kubernetes project regularly runs more than 150,000 containers on 5,000 virtual machines, so the cost of running these systems quickly adds up. The Kubernetes container registry has served almost 130 million downloads since the launch of the project.

It’s also worth noting that the CNCF now includes a wide range of members that typically compete with each other. We’re talking Alibaba Cloud, AWS, Microsoft Azure, Google Cloud, IBM Cloud, Oracle, SAP and VMware, for example. All of these profit from the work of the CNCF and the Kubernetes community. Google doesn’t say so outright, but it’s fair to assume that it wanted others to shoulder some of the burdens of running the Kubernetes infrastructure, too. Similarly, some of the members of the community surely didn’t want to be so closely tied to Google’s infrastructure, either.

“By sharing the operational responsibilities for Kubernetes with contributors to the project, we look forward to seeing the new ideas and efficiencies that all Kubernetes contributors bring to the project operations,” Google Kubernetes Engine product manager William Deniss writes in today’s announcement. He also notes that a number of Google’s will still be involved in running the Kubernetes infrastructure.

“Google’s significant financial donation to the Kubernetes community will help ensure that the project’s constant pace of innovation and broad adoption continue unabated,” said Dan Kohn, the executive director of the CNCF. “We’re thrilled to see Google Cloud transfer management of the Kubernetes testing and infrastructure projects into contributors’ hands — making the project not just open source, but openly managed, by an open community.”

It’s unclear whether the project plans to take some of the Google-hosted infrastructure and move it to another cloud, but it could definitely do so — and other cloud providers could step up and offer similar credits, too.

Jun
06
2018
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SAP latest enterprise player to offer cloud blockchain service

SAP announced today at its Sapphire customer conference it was making the SAP Leonardo Blockchain service generally available. The latter is a cloud service to help companies build applications based on digital ledger-style technology.

Gil Perez, senior vice president for product and innovation and head of digital customer initiatives at SAP, says most of the customers he talks to are still very early in the proof of concept stage, but not so early that SAP doesn’t want to provide a service to help move them along the maturity curve.

“We are announcing the general availability of the SAP Cloud Platform Blockchain Services.” This is a generalized service on top of which customers can begin building their blockchain projects. He says SAP is taking an agnostic approach to the underlying ledger technology whether it’s the open source Hyperledger project, where SAP is a platinum sponsor, MultiChain or any additional blockchain or decentralized distributed ledger technologies.

Perez said part of the reason for this flexibility is that blockchain technology is really still being defined and SAP doesn’t want to commit to any underlying ledger approach until the market decides which way to go. He says this should allow them to minimize the impact on customers as the technology evolves.

They join other enterprise companies like Oracle, IBM, Microsoft and Amazon who have previously released blockchains services for their customers. For SAP, which many companies use for the back-office management of everything from finance to logistics, the blockchain could present some interesting use cases for its customers such as supply chain management.

In this case, the blockchain could help reduce paperwork, bring products to market more quickly and provide an easy audit trail. Instead of requesting a scanned copy of a signed document, you could simply click on a node on the blockchain and see the approval (or denial) and follow the products through the shipping process to the marketplace.

But Perez stresses that just because it’s early doesn’t mean they aren’t working on some pretty substantial projects. He cited one with a pharmaceutical company to ensure the provenance of drugs that involved over a billion transactions already.

SAP is simply trying to keep up with what customers want. Prior to the GA announced today, the company conducted a survey of 250 customers and found, that although it was early days, there is enterprise interest in exploring blockchain technology. Whether this initiative can expand into a broader business is hard to say, but SAP sees blockchain as logical adjacent technology to their core offerings.

Jun
05
2018
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SAP gives CRM another shot with with new cloud-based suite

Customer Relationship Management (CRM) is a mature market with a clear market leader in Salesforce. It has a bunch other enterprise players like Microsoft, Oracle and SAP vying for position. SAP decided to take another shot today when it released a new business products suite called SAP C/4HANA. (Ya, catchy I know.)

SAP C/4HANA pulls together several acquisitions from the last several years. It started in 2013 when it bought Hybris for around a billion dollars. That gave them a logistics tracking piece. Then last year it got Gigya for $350 million, giving them a way to track customer identity. This year it bought the final piece when it paid $2.4 billion for CallidusCloud for a configure, price quote (CPQ) piece.

SAP has taken these three pieces and packaged them together into a customer relationship management package. They see this term much more broadly than simply tracking a database of names and vital information on customers. They hope with these products to give their customers a way to provide consumer data protection, marketing, commerce, sales and customer service.

They see this approach as different, but it’s really more of what the other players are doing by packaging sales, service and marketing into a single platform. “The legacy CRM systems are all about sales; SAP C/4HANA is all about the consumer. We recognize that every part of a business needs to be focused on a single view of the consumer. When you connect all SAP applications together in an intelligent cloud suite, the demand chain directly fuels the behaviors of the supply chain,” CEO Bill McDermott said in a statement.

It’s interesting that McDermott goes after legacy CRM tools because his company has offered its share of them over the years, but its market share has been headed in the wrong direction. This new cloud-based package is designed to change that. If you can’t build it, you can buy it, and that’s what SAP has done here.

Brent Leary, owner at CRM Essentials, who has been watching this market for many years says that while SAP has a big back-office customer base in ERP, it’s going to be tough to pull customers back to SAP as a CRM provider. “I think their huge base of ERP customers provides them with an opportunity to begin making inroads, but it will be tough as mindshare for CRM/Customer Engagement has moved away from SAP,” he told TechCrunch.

He says that it will be important with this new product to find its niche in a defined market. “It will be imperative going forward for SAP find spots to “own” in the minds of corporate buyers in order to optimize their chances of success against their main competitors,” he said.

It’s obviously not going to be easy, but SAP has used its cash to buy some companies and give it another shot. Time will tell if it was money well spent.

Jan
30
2018
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SAP snags CallidusCloud for $2.4 billion

 SAP, the German enterprise software giant, announced it acquired CallidusCloud last night for $2.4 billion or $36 per share. Callidus provides configure price quote (CPQ) and sales performance management tools delivered as a cloud service. The share price is a nice bump for shareholders, representing a 21 percent premium over the 30-day volume weighted average share price, according to SAP.… Read More

Sep
24
2017
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SAP buys customer identity management firm Gigya for $350M

 SAP, the German enterprise software giant, today announced an acquisition to strengthen its hybris e-commerce division. It has acquired Gigya, a firm that helps online properties manage customer identities and profiles. Terms of the deal have not been disclosed officially, but our sources tell us it is for $350 million. This was the same figure that was reported yesterday when the news leaked… Read More

Jul
11
2017
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SAP wants to bridge the gap between IoT and business data

 SAP announced a new tool today called the Leonardo IoT Bridge designed to help bridge the gap between data coming from sensors in the field and business systems operating inside a firm.
The manufacturing sector is in the middle of a massive shift where machines are being equipped with sensors that transmit torrents of data about their health, and the environment around them, over the… Read More

Mar
08
2017
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Google announces significant partnership with SAP at Google Cloud Next Conference

 Google announced onstage today at Google Cloud Next a partnership with SAP to deliver SAP HANA, the company’s in-memory database on Google Cloud Platform. It’s a big deal for a number of reasons. First of all, it gives Google a major enterprise customer for its cloud platform, something that it’s trying to promote in big way. Secondly, it gives them an established… Read More

Feb
09
2017
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SAP adds AI and integrated analytics in latest cloud release

SAP logo on wall in company headquarters SAP is about as traditional a legacy vendor as you are likely to find, delivering complex on-prem ERP solutions for the largest organizations on the planet. But like everyone else, SAP sees a future in which companies rely less on software installed in private data centers and more on public cloud products to handle the heavy lifting for them. And SAP S/4HANA, the company’s public… Read More

Aug
07
2016
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HR 2.0 is the poster child for the next wave of SaaS innovation

shutterstock_157573751 The path for SaaS domination of a market segment has historically followed one of two routes: bringing previously offline workflows online, or moving on-premise software processes online. In short, SaaS would take over segments that previously were not SaaSified. Yet, the current wave of HR SaaS innovators the past few years is proving that there can be more to the story. Read More

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