Customer is not always right though
There is no comment from SAP on this. How we know customer is not lying? May be they are in such a mess internally in their architecture, technology, and financial state, that they can't afford to migrate and modernize. They realize even if they do, it wont impact revenue because their portals, digital channels, stores, are in a complete mess. If value means "price reduction" only, then cant blame the vendor. Though SAP is no saint, but one thing to note across is clients are always angry at large tech and still these tech keep growing. It is hard to argue that clients do spend more on them YoY for one of the other reason.