The New Reality for Customer Engagement
Red Hat caps off the software industry, but SAP's the big winner. Red Hat's overall score dropped seven points last year, but the company regained most of the ground it lost, thanks to improvements in customer service: It saw increases in meeting commitments on time and budget, and flexibility and responsiveness. That helped the firm enjoy an astounding 97 percent loyalty rate. But the biggest success story this year is SAP, which rose from seventh to fourth place in the enterprise software category, and enjoyed a seven-point rise overall. The big improvements came in lowering costs (12 points) and ROI (8 points), helping raise its loyalty score from 82 to 89. The two companies at the bottom of the list, CA and Cognos, scored a five- and eight-point increase, respectively, in loyalty. The upshot is that enterprise software vendors, under threat from the open source movement and SaaS vendors, improved this year.
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