ECONOMIC PERFORMANCE
SAP generated €11,575 million in total revenues in 2008, but the real size of the SAP-induced economy is significantly greater. Through our strong economic performance, we generate financial benefits for our employees, shareholders, partners, and society, all of whom share in the wealth we create:
- Suppliers receive payment for goods and services, providing a significant source of revenue for thousands of companies worldwide
- Employees receive salaries and benefits, providing income that also contributes back to their local communities and economies
- Shareholders benefit from cash disbursements and increases in stock value
- National, state, and local governments receive substantial tax payments to help fund their services
| a) Net sales | 11,575 | Million € |
| + Revenue from financial investments and income generated from assets | 93 | Million € |
| Total Direct Economic Value Generated | 11,668 | Million € |
| b) operating costs | 4,021 | Million € |
| c) employee wages and benefits | 4,894 | Million € |
| d) payments to providers of capital | 717 | Million € |
| e) payments to governments (taxes) | 923 | Million € |
| f) community investments (cash donations) | 8 | Million € |
| Total Economic Value Distributed | 10,563 | Million € |
| Economic Value Retained | 1,105 | Million € |
IMPROVING CUSTOMER SATISFACTION
One very important indicator of our success is customer satisfaction, which is a leading driver of future revenue and profitability. SAP monitors customer satisfaction on a quarterly basis. The independent agency TNS Infratest conducts a customer survey and reports the results to SAP’s Supervisory Board.
In 2008, SAP’s customer satisfaction scores continued to increase for the fourth straight year. This is despite the fact that, in the second half of 2008, our satisfaction score declined because our customers had a negative perception of a change in our software support model. As a consequence, we have engaged with SAP user groups and initiated a concerted effort to more clearly articulate the added value of the new support model and thereby keep customer satisfaction at a high level.
KEY INITIATIVES
- Building the SAP Ecosystem
- Support for Socio-Economic Development
SAP has amassed a global network of more than 1.5 million individuals whose livelihood is shaped by the SAP ecosystem.
In March 2009, SAP’s ecosystem included:
- 1.5 million plus members of the SAP Community Network in more than 200 countries and territories
- 7,000 plus SAP Business Objects partners
- 4,500 plus partners serving small and midsize enterprises
- 1,800 plus partner solutions certified for SAP NetWeaver®
- 1,200 plus service partners worldwide
- 18 industry-specific forums within the Business Process Expert community
- 15 plus Industry Value Networks
Today more than 1.4 billion people live on less than US$1.25 per day. Businesses in the poorest regions of the world–at the base of the economic pyramid–lack infrastructure, education, financing, and effective environmental governance to participate meaningfully in global markets. Reaching and empowering this community represents a significant opportunity in sustainable development.
SAP can help extend the market reach of technology innovations and create more inclusive market systems in the world’s poorest countries. We can do this through collaboration with our customers, partners, and workforce to provide:
- Access to micro-credit financing
- Increased in-kind donations of software, maintenance, and service
- Volunteers for socio-economic programs
- Mentoring for small business, utilizing the talents of our highly educated workforce
