在经济全球化浪潮的推动下，企业信息化进程的加速将为企业管理 软件厂商带来更多的销售机会。然而，在激烈的市场竞争下，软件研发 企业不仅需 要开拓新客户，也要提升现有产品的质量来留住现有客户。 作为排名全球前三的软件供应商，SAP在面对市场竞争的压力和内部资 源限制的情况下，需要改变现有产品升级维护的 研发模式，通过引入有 效的外部资源，来提升其软件升级研发的效率，从而来赢得客户对于产 品的满意度及持续使用。 本文首先以技术接受模型的文献研究为基础，提出了通过 大数据的 分析技术将现有软件的用户使用情况及市场关注热度结合起来进行软件 升级维护中模块优先级的排序，改变了原有的资源平均分配的模式。同 时又结合大量文献研究中 关于客户参与产品研发的理论研究及实例，提 出通过SAP领先用户的参与来直接定义模块的改进需求，并结合大量 客户的投票及产品经理的经验判断来定义需求的优先级，通过在 研发全 生命周期内与客户之间的紧密合作来进行软件的有效交付。在这样两重 机制的保障下，SAP产品研发团队将内部资源进行有效聚焦，同时借助 客户的资源优势，提升了软 件产品改进的研发整体效率，将客户所需要 的产品功能进行快速交付，从而提升客户对产品的满意度，希望这一软 件改进策略可以对复杂软件产品的厂商有一定的借鉴意义。 关 键词：软件改进，客户参与，领先用户，软件使用率，企业管理软件 THE RESEARCH OF APPLICATION OF CUSTOMER INVOLVEMENT SOFTWARE ENHANCEMENT AT SAP COMPANY ABSTRACT Under the impetus of economic globalization, the acceleration of enterprise informatization will bring more sales opportunities for enterprise software manufacturers. However, in the fierce market competition, software company needs not only to develop new customers, but also to retain existing customers with the continuous improvement of software quality. As the top three software suppliers in the world, SAP needs to change the existing R&D mode of product upgrade and maintenance in the face of the pressure of market competition and internal resource constraints. By introducing effective external resources, SAP can improve the efficiency of software upgrade and development, so as to win customer satisfaction and software usage. Based on the literature study of technology acceptance model, this paper proposes a method of combining software usage and market attention heat of existing software to rank the priority of modules in software maintenance by using large data analysis technology, which changes the original mode of resource allocation. Secondly based on the theoretical research and examples of customer involvement in product development, this paper proposes to define the improvement requirements directly through the participation of SAP leading users, and to define the priority of requirements by combining the voting of a large number of customers and the experience of product managers. Software is developed through close cooperation with customers during the whole product development lifecycle. Under the guarantee of this dual mechanism, the SAP product R&D team will focus on the internal resources more effectively. At the same time, with the help of the superiority of customers' resources, the overall efficiency of software product maintenance development will be improved, and the product functions required by customers will be delivered quickly, so as to enhance customer satisfaction with the product. We hope the research on the new software enhancement methodology could be the reference to other complex software vendors. KEY WORDS：Software Enhancement, Customer Involvement, Leading User, Software Usage, Enterprise Management Software 目 录 第1章 绪 论................................................................................................................................................ 1 1.1 研究 背景和问题的提出 ............................................................................................................ 1 1.2 主要研究内容及研究方法 ........................................................................................................ 2 1.2.1 主要研究内容 ............................................................................................................... 2 1.2.2 研究方法 ....................................................................................................................... 3 第2章 相关理论综述 ................................................................................................................................ 5 2.1 软件维护 ................................................................................................................................... 5 2.2 技术接受模型（TAM） ........................................................................................................... 7 2.3 客户协同产品创新研发 ............................................................................................................ 8 2.3.1 领先用户的概念 ........................................................................................................... 8 2.3.2 客户参与产品研发的动 机.......................................................................................... 10 2.3.3 客户参与对于产品研发的作用 .................................................................................. 11 第3章 SAP公司产品改进研发现状与挑 战........................................................................................... 12 3.1 企业管理软件及其行业分析 .................................................................................................. 12 3.1.1 ERP系统的概念 .......................................................................................................... 12 3.1.2 ERP行业现状及发展趋势 .......................................................................................... 13 3.2 SAP内部环境分析 .................................................................................................................. 15 3.2.1 SAP公司及产品介绍 ................................................................................................. 15 3.2.2 SAP公司部门设置及协作关系 ................................................................................. 15 3.2.3 SAP公司的产品设计理念 ......................................................................................... 17 3.2.4 SAP公司产品创新研发及客户协同模式 ................................................................. 19 3.2.5 SAP现有的软件产品维护改进研发模式 ................................................................. 21 3.2.6 SAP标准化产品改进研发的挑战 ............................................................................. 22 3.3 客户参与的产品改进模式的提出 .......................................................................................... 25 3.4 本章小结 ................................................................................................................................. 25 第4章 大数据驱动的产品改 进模块选择 .............................................................................................. 27 4.1 以大数据驱动的产品改进模块选择框架 .............................................................................. 27 4.1.1 提出背景 ..................................................................................................................... 27 4.1.2 用户软件使用数据驱动的产品改进 模块选择 .......................................................... 28 4.2 组织的变革措 施...................................................................................................................... 29 4.2.1 数据分析师团队的设 立.............................................................................................. 29 4.2.2 项目制组织到矩阵式组 织.......................................................................................... 29 4.3 产品使用率的数据与市场热度分析 ...................................................................................... 30 4.3.1 用户软件使用行为分析工具的开发 .......................................................................... 30 4.3.2 市场热度分析 ......