SAP Enhances SAP Sales Cloud Journey with Gainsight for Increased Retention and Revenue Growth

The sales journey is never over, and organizations focused on customer success understand this need to constantly deliver on customer expectations while highlighting new innovative opportunities to drive growth. This is a key element of our strategy for SAP Sales Cloud, which is why SAP is partnering with Gainsight.

As a leader in customer success and product experience software, Gainsight enables SAP customers to align sales and customer success efforts, delivering a seamless customer experience that boosts retention and drives revenue growth.

By integrating SAP Sales Cloud and Gainsight Customer Success, organizations can orchestrate connected customer journeys, leverage AI-powered automation, standardize workflows, and enhance strategic account planning, among other benefits. 

Truly understand your customers to improve sales engagements and build lasting relationships

This partnership seeks to redefine and enhance enterprise customer success strategies while reinforcing SAP’s commitment to intelligent CX.

To develop an effective customer program, organizations need the capability to integrate relevant data and intelligence. With a composable, plug-and-play framework approach in SAP Sales Cloud, organizations can seamlessly access and integrate Gainsight data within the SAP Sales Cloud solution, harmonized with the data and intelligence.  

What does this partnership mean from Gainsight’s perspective?

“Gainsight has helped more than 2,000 companies, including many of the world’s top brands across industries, transform their operations and prioritize customer retention and growth,” said Chuck Ganapathi, COO and President at Gainsight. “Now, by delivering Gainsight’s unique human-first AI capabilities to SAP Sales Cloud, we’re empowering our joint customers to spend less time on administrative work and more time focusing on their clients. And this is just the beginning — we’re looking forward to deepening our collaboration with SAP and driving even more innovation together.” 

The integration offers comprehensive insights into the customer journey, accessible to both sales and customer success teams within a single platform. A 360-degree customer view along with real-time data analysis and automated workflows and playbooks enable teams to proactively act on customer risks and expansion opportunities. It empowers the sales team to enhance and expedite the sales cycle, while enabling the customer success team to expand post-sale engagement strategies.  

It’s also important to myself and my team to have a pulse check on the market, collaborating and validating with our user community, partners and industry analysts.

“Customer success is a strategy that requires data, intelligence and analytics to be successful,” explained Liz Miller, vice president and principal analyst at Constellation Research. “SAP and Gainsight are bridging the gaps that can form across the customer, revenue, and success ecosystem by intentionally bringing success data together with market intelligence to accelerate decision velocity and action. This partnership is focused on centering success on the customer by expanding the scope and scale of intelligence where sellers and successful leaders work.”  

To put this all into context, let’s say a manufacturing company wants to increase customer retention and capture untapped revenue opportunities. Through this partnership, customer success managers can develop and align tailored customer goals and success plans with customized engagement and support strategies, expanding upsell and cross-sell opportunities. At the same time, sales reps can utilize in-depth data, such as customer satisfaction levels, and product usage patterns to refine and improve ongoing and future sales cycles.   

The SAP and Gainsight integration is now available on SAP Store.


Ritu Bhargava is president and chief product Officer of SAP CX and Industries.

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Elevating the Power of Procurement Through Innovation

The 2024 Economist Impact report “Across the procurement-verse: Changing trends in the procurement function” highlights the trends transforming the role of procurement, from the evolving influence of procurement to driving sustainability and managing risk.

The SAP-sponsored report offers insights from more than 2,300 C-suite executives spanning multiple countries, regions and industries and examines the pressures facing today’s procurement teams. As these teams manage risks like geopolitical shifts, supplier threats, and liquidity risks, the surveyed executives emphasize an urgent motivation to improve their procurement operations through agile, innovative, and fast-paced solutions.

Today’s complex and uncertain business environment has pushed procurement teams to take matters into their own hands. Not only are they accelerating digitalization by adopting emerging technologies like AI, they are driving it by searching for ways to change the procurement operating model.

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As Always, It’s All About Innovation

Procurement officers view driving innovation as one of their function’s chief objectives. Doing so will help them navigate risks and respond to an evolving consumer environment.

When procurement is truly influential, it is proactive. Teams that understand digitalization and the technologies being acquired have more impact in this area than those that are reactive. Over two-thirds (70%) of the survey respondents agree that procurement is actively involved in developing their wider organization’s digital transformation strategy — though whether this is true in the day-to-day may vary from business to business.

If procurement is to play a more integral role in businesses, changes to the function’s operating model are likely for some organizations, which is why the research also shows that procurement is accelerating its digitalization, including through the adoption of emerging technologies. Approximately 84% of executives are confident in their procurement team’s ability to apply technology successfully to automate some processes and shift attention to more strategic and complex tasks.

This ability to seamlessly integrate and adopt new solutions will be critical as

procurement teams work to balance capabilities, know-how, and expertise from suppliers to achieve the best possible results.

Digitalization Remains a Top Priority

While innovation is at the core of many companies’ priorities, C-suite leaders are laser-focused on the solutions that enable their teams to be more efficient, cost-effective, and risk-averse.

More than half (57%) of the C-suite cite digitalization as the top strategic priority for their procurement teams. This emphasis may be fueled by recent advances in generative AI, which is the top technology trend (34%) executives plan to implement in the next 12 to 18 months.

Digitalization efforts can offer real-time capabilities that better address dynamic market challenges and make existing procurement processes more efficient. Data-driven insights allow for more actionable outputs in strategic decision-making and can even impact procurement’s role in engaging contingent labor. Augmented with AI, they can easily manage contingent labor by streamlining and standardizing recruiting processes like job advertising, resume scanning, expediting background checks, and more.

More efficient intake management also goes hand-in-hand with digitalization. While generative AI occupies the highest priority, intake management is only one percentage point behind it, making it the second-most likely tech trend to be piloted or implemented. 

Value of Multi-Sourcing and Supplier Diversity

The top organizational risk for procurement was monetary uncertainty (49%), as macroeconomic risks can have a large impact on operational external risk. This is a potential factor as to why procurement teams are focused on risk as a longer-term priority.

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Updates here can create opportunities like multi-sourcing, which can improve risk reduction and resilience amid growing external threats, and supplier diversity — driving market expansion through a more diverse supplier base. This can also reduce single-sourcing dependencies to mitigate risks against potential disruptions.

These possibilities prove how companies must make it a mission to improve the quality of data and the models needed to effectively analyze it. Subpar data directly hinders procurement’s ability to make good decisions, undermining its overall effectiveness and derailing successful digitalization before it takes hold.

Executives Agree: Time to Go All-In on AI

No other strategic priority attracts nearly as many responses as a priority across all industries as digitalization. However, respondents also agreed on one other key topic: the role that AI will take in the digitalization journey.

Adoption of an AI strategy stands at the joint top of executives’ list of digitalization priorities for procurement, alongside spend analytics, both cited by 44%. Almost half (48%) of executives aim to use AI to improve procurement processes through source-to-pay and AI-enabled spend management and decision support.

As the main drivers for digital transformation in procurement, these two objectives are complementary. AI tools can read a contract to evaluate clauses and suggest how they can be improved. It can also enhance data management, streamlining the processes needed to make key procurement decisions.

Fully digitalizing procurement operations has been on the function’s agenda for several years, but it is a continuous challenge. It is a process that does not have an endpoint, particularly as technologies advance quickly. The leading technologies from just three years ago pale in comparison to what can be accomplished today, which require knowledge across software development, APIs, and AI.

Therefore, success in building a thorough and adaptable AI strategy requires top-level expertise. Acquiring the necessary skills could entail considerable organizational and cultural change in procurement and across the business — extending beyond the structural shifts and developing new ways of working to build these skills.

The Start of a Procurement Renaissance

Across industries, procurement is already finding new ways to add value to the organization. But now that chief procurement officers and their teams are more consistently gaining a seat at the decision table, the challenge is to keep it.

The ongoing state of disruption offers ample opportunity for procurement teams to continue evolving and demonstrate their worth. Above all, improving collaboration with other business stakeholders will be the key to strengthening procurement’s role within the organization. Today’s technology-driven initiatives are as much a human challenge as they are a technology one, and when organizations are planning these initiatives it is clear that they need to consider people, process, and technology in equal measure to ensure success.

For more about the findings from this year’s Economist Impact report, tune in to this podcast hosted by Art of Procurement: What the Research Foretells About Procurement’s Vision, Priorities, and Opportunities.


Gordon Donovan is global vice president of Research, Procurement, and External Workforce at SAP.

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Sainsbury’s Transformation Fueled by SAP Collaboration

UK supermarket chain J Sainsbury plc (Sainsbury’s) aims to further its Next Level Sainsbury’s plans and improve its commercial systems through a recently announced SAP collaboration. A new path for the retailer is established by the strategic partnership between SAP and Sainsbury’s, which focuses on modernizing commercial operations and boosting business flexibility. Sainsbury’s current systems […]

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SAP Goes Beyond Net Zero with Contributions to Global Climate Projects

Starting in 2024, SAP is doubling down on its net-zero strategy by expanding its commitment to nature conservation and making financial contributions to climate projects.

The financial contribution will support carbon removal and carbon reduction projects:

  • Carbon removal projects: These projects remove carbon emissions from the atmosphere and store them for decades – in an ideal scenario, the storage is permanent. Examples include nature-based and technical solutions such as reforestation, where trees store carbon emissions in their biomass as well as direct air capture and storage technologies.
  • Carbon reduction projects: Also known as carbon avoidance projects, these projects prevent additional carbon emissions from entering the atmosphere, reducing the overall amount of carbon emitted. Examples include avoided deforestation or energy efficiency projects.

This doubling down on its net-zero strategy follows SAP’s successful delivery on its pledge to become carbon neutral in its own operations in 2023 by balancing out unavoidable emissions with carefully selected carbon credits. While the company’s use of the statement “carbon-neutrality” will be discontinued, the dedication to reduce its carbon footprint and finance climate action beyond its own value chain remains strong.

Net zero is a state where the greenhouse gases going into the atmosphere are balanced by removal out of the atmosphere. There are a number of definitions of net zero and how companies can achieve it. SAP follows the Science Based Targets initiative’s (SBTi) Net-Zero Standard. Achieving net-zero emissions across our entire value chain means that all our emissions across all emission sources need to be either eliminated or, up to certain limits, compensated for. These emission areas, known as scopes, include those from our own operations, those generated by the energy we purchase to run operations, and finally, the largest area, external emissions such as those incurred by employee travel, items procured, and customer data center use.

SAP Is On Track to Plant 21 Million Trees and Plans More

SAP is on track to meet its 2025 goal of planting 21 million trees and has now raised its reforestation commitment.

By 2030, SAP will support trusted partners and communities to plant and protect a total of 25 million trees helping to conserve diverse forests. Furthermore, SAP will fund the conservation and rewetting of coastal and inland wetlands such as bogs and mangrove swamps. With these conservation initiatives and the increased reforestation pledge, SAP’s goal is to conserve more land than its offices and owned data centers occupy worldwide.

To ensure that selected projects deliver a positive outcome, SAP will continue to apply the rigorous and robust due diligence that has previously informed the selection of successful climate investments such as SAP’s long partnership with Livelihood Carbon Funds (LCF), where SAP has funded the planting of trees in Senegal, Rwanda, India, Indonesia, Guatemala, and Mexico.

SAP’s Climate Finance Contribution on the Path to Net Zero

Click to enlarge

Bridging the Gap

SAP firmly believes that financing climate projects beyond a company’s value chain should be an item on every corporate sustainability agenda. As long as it does not undermine current corporate decarbonization programs, the financial muscle of corporations can bridge the gap in parts of the world where fiscal finances are not robust enough to restore ecosystems and build resilient low carbon economies and livelihoods.

This financial contribution will provide quantifiable benefits to mitigate the effects of climate change beyond SAP’s own value chain with investments in projects that deliver a positive impact for the climate, for local and global populations, and for biodiversity.

The level of the financial contribution is determined by SAP’s own emissions in a given year and is disclosed in terms of carbon emissions, since costs for carbon projects can be subject to change. 

With this financial contribution and increased commitment to land conservation and reforestation, SAP continues its journey to introduce meaningful measures to achieve net-zero in 2030, 20 years earlier than originally planned.

Financing climate projects at the same time as pursuing its corporate net-zero agenda allows SAP to take responsibility for emissions that cannot be avoided and actively mitigate climate change on a global level. Furthermore, the financial contribution will enable positive climate action on a far greater scale than SAP could achieve alone.

Shifting Perceptions

In the last 15 years, corporate sustainability at SAP has shifted perceptions on how corporations manage their own carbon emissions and how corporate sustainability agendas must be as actionable as they are accountable.

Since 2012, the SAP Integrated Report has shared information on SAP’s annual environmental performance and progress on corporate sustainability targets. SAP has led the way in showing that corporate sustainability is an integral part of business – not just an add-on to strategy or operations.

SAP’s carbon impact is one of the sustainability KPIs that are indicators of future performance and form the basis of compensation elements for members of the Executive Board of SAP SE. Today, sustainability is deeply embedded in SAP’s vision to bring out the best in every business. With its extensive portfolio of sustainability solutions, sustainability is anchored in SAP’s purpose to make the world run better and improve people’s lives.


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RISE with SAP Program Drives City of London’s Transformation

With the help of the RISE with SAP program, the City of London Corporation is modernizing its operations through a digital transformation initiative. SAP’s all-inclusive offering for businesses and public sector organizations looking to migrate to the cloud is called RISE with SAP. Organizations can support long-term objectives like sustainability, improve data insights, and increase […]

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How Joule Simplifies SAP Consulting to Drive Business Transformation

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Learn more: https://sap.to/6051Wm2gD
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Unlock Value Throughout Your Business Transformation Journey

Having worked with countless CIOs and C-suite executives embarking on large-scale business transformation, I’ve seen what goes into making digital transformation successful.

Whether aiming for agility, resilience, sustainable growth, or efficiency, a successful transformation requires a strategic approach, full leadership commitment, and a clear understanding of challenges and opportunities.

True business transformation goes beyond merely executing a technical “lift and shift” to the cloud. It involves reengineering an organization’s business model, operations, processes, and culture to align with long-term goals, adapt to market demands, and leverage new technologies. The focus must be on creating lasting value and ensuring the organization can thrive in a rapidly changing environment.

Crucial Business Transformation Levers

While there is no precise formula, all transformations have four crucial levers in common:

  • Activating people: Collaboration is at the heart of any successful transformation. Through partnership and clear accountabilities, we break down barriers, and that’s the basis for any change. Software is ultimately a people business.​
  • Optimizing systems: Efficient systems are the backbone of any transformation. We ensure that the underlying enterprise architecture of applications is robust, secure, and scalable. This also means leveraging the latest innovations like artificial intelligence (AI), enhancing performance of existing systems, and ensuring that all components work seamlessly together to support the business objectives.
  • Reinventing businesses processes: We don’t take existing processes and merely create fancy new interfaces; no “new wine in old bottles.” Companies need to reinvent business processes to ensure agility, future-readiness, reliability, and scalable business operations to drive their business strategy. SaaS/PaaS help to streamline processes based on best practices while preserving company differentiation, but with clean extensibility on the platform.
  • Leveraging data: Business data is the lifeblood of modern enterprises, fueling insights and innovation. At SAP, we harness this data to power SAP Business AI, driving intelligent automation, predictive analytics, and personalized experiences. Our focus is on turning raw data into actionable intelligence that supports and accelerates our customers’ transformation journeys. Let’s not forget that the real value of the data lies in the semantics, which is our key differentiator to help our customers.

By focusing on these four elements, business can take a holistic approach to identifying which of their business processes and systems need analysis, revision, or complete redesign.

Navigating Digital Transformation: The Essential Role of Enterprise Architecture

To fully capitalize on these transformation levers and manage the complexities, organizations are increasingly turning to RISE with SAP, our holistic offering designed to accelerate their journey to the cloud and speed innovation adoption. RISE with SAP simplifies the move to SAP cloud ERP, offering flexibility and reduced complexity, and most importantly, provides a seamless experience across our modular (but tightly integrated) architecture.

RISE with SAP: Move to cloud ERP at your pace to safeguard your existing SAP ERP investment

Nevertheless, for many organizations the challenges remain significant: systems complexity, scattered systems, and diverse business models that may not be keeping pace with industry and consumer changes. Many organizations also underestimate the complexity of their transformation, leading to unrealistic timelines and budget overspending.

Enterprise architecture tools are crucial for overcoming these challenges because we need a structured and system-based approach to cope with and manage the complexities at scale, and to maintain a continuous innovation cycle.

The enterprise architecture provides a framework for aligning IT strategy with business objectives and improve the agility and efficiency of an organization. Imagine a ship navigating without a compass: this is how businesses operate without solid enterprise architecture. Just as sailors rely on navigational tools, modern organizations depend on enterprise architecture to navigate today’s digital complexities.

In addition, the enterprise architecture provides a blueprint for cloud adoption, ensuring that cloud services — like those offered by RISE with SAP — integrate seamlessly with existing systems, business processes, and applications.

However, it’s not just the tools that matter; it’s the people behind them. Our recent efforts to further elevate the RISE with SAP experience include making many changes in how we engage with customers, particularly by strengthening the role of the enterprise architect and introducing the RISE with SAP Methodology. The enterprise architect not only helps customers utilize these tools, but also harmonizes all elements and guides the customer throughout their cloud journey, ensuring a cohesive and effective transformation. As a result, the enterprise architect will evolve into a real trusted advisor for the customer.

We have learned that customers can realize the true power of our business transformation tools when they work seamlessly together. It’s why we have been working hard at integrating SAP Signavio, SAP LeanIX, SAP Cloud ALM, and SAP Business Technology Platform (SAP BTP), including SAP Build, to provide a holistic transformation experience.

Taken together, this is  how our integrated toolchain benefits business transformation:

  • SAP Cloud ALM orchestrates the entire process of transforming systems to meet evolving business needs. From fit-to-standard analysis and capturing requirements to project management, test automation, and final deployment, this cloud-based tool for application lifecycle management (ALM) enables organizations to effectively translate strategy into execution, ensuring the solution is optimized for the specific IT environment and business objectives. In today’s dynamic digital landscape, this comprehensive approach is crucial for staying competitive.
  • SAP LeanIX not only helps businesses capture the as-is systems landscape, it enables organizations to visualize, assess, and manage the transition toward their target IT architecture. The integration with SAP Cloud ALM streamlines project management by reducing manual duplication and syncing project-related activities in real time. This enhances visibility into project progress and reduces administrative overhead.
  • SAP Signavio enables deep understanding and optimization of business processes, ensuring they are both efficient and compliant. The business leaders that I speak to are keenly aware that to succeed, they must focus on business processes transformation to help them adapt, stay resilient, and transform continuously and at scale. It’s simply what today’s pace of change demands. SAP Signavio enables holistic, data-driven business transformation across organizations. Starting in Q4 2024, we will bridge the gap between business and IT teams by providing consistent process structures and synchronized data between SAP Signavio and SAP Cloud ALM.
  • SAP Build helps developers, without deep coding skills, quickly extend applications on SAP BTP. That means they can innovate without changing core functionality — essential to keeping the core clean.

Customers want access to all relevant data across solutions, they want to derive better insight across solutions and access relevant the best-practices that are most relevant to them. That’s the seamless end-to-end experience we are striving for. This strategic approach leads to significant competitive advantages, allowing organizations to focus more on business improvements and explore new growth areas with confidence.

Embracing the Future

Unlocking value throughout your business transformation journey involves a strategic blend of people, processes, and solutions. As you focus on these elements and leverage SAP’s comprehensive toolchain, remember that the essence of true transformation doesn’t lie in holding onto the old, but in embracing and building the new.


Thomas Saueressig is a member of the Executive Board of SAP SE leading Customer Services & Delivery.

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