MMM126: Applied Project Management -Individual Report

Abstract

This module aims to find a real challenge faced by a business and apply the management experience from this academic journey. This project has been done by group work focusing on the individual contribution and the engagement of team members. I was a member of the Fortune consultancy group, and SAP company was our decision, and we were tasked to do this project under the theme "Partner-customer success". In application software enterprises, SAP is considered as the market leader as it is helping different companies all over the world. The internet of things, SAP's machine learning and various analytics technologies are way too advanced and turn customers' businesses into massive enterprises. Furthermore, SAP provides such end-to-end services that benefit customers at a higher rate. The vision of the SAP in 2025 is to increase the revenue from $8bn to $22bn, and they need to develop many factors to mission accomplished. (See Appendix 1 & 2, the company overview). Considering the customer success aspect, SAP's current aim is to raise customer retention from 80% to 90-95%; thus, our group project's main objective. Charles Bennet, our supervisor from SAP (See Appendix 3 for his position), has arranged weekly sessions with us to understand the scope of the project. The approach we followed was to conduct interviews of SAP employees and SAP partners then applied theories and frameworks to determine the company's weaknesses and strengths and how it affects the customer retention rate. SAP partners and employees do not emphasise communicating with customers after their purchase. As a result, most customers do not show interest in future buying; thus, SAP loses its customers. This report will explain my individual contribution to the group report and how communication and improving post-sales behaviour play a vital role in increasing customer retention.