• I want to customize the SAP Business Network UI to fit our internal needs, like hiding fields, renaming buttons, or changing layouts.
• I also want to know what my Customer Success Partner (CSP) can help with, when to contact them, and how they are different from regular support.
• Plus, I want to learn how to improve user adoption using AI, best practices, and webinars

Customers sometimes ask SAP Product Support about business or adoption topics instead of technical issues. These requests don’t fit technical support and can cause delays or case transfers. A Customer Success Manager (CSM) is the right person to help with these questions and connect customers to the right resources.

Your Customer Success Partner (CSP) or Customer Success Manager (CSM) is your strategic point at SAP, focused on helping you achieve long-term business value from your SAP Business Network investment. While SAP Product Support addresses technical issues and system defects, your CSP/CSM supports strategic, adoption-related, and business-aligned technical initiatives—including offering guidance on feature usage, recommending best practices, and connecting you with the appropriate SAP experts or services for deeper technical support or customization needs.

By reaching out to your CSP for the right topics, you benefit from:

• Expert advice on best practices, process optimization, and adoption strategy
• Insights into your performance (KPIs, supplier engagement, usage data)
• Support for expansions, onboarding, and rollout initiatives
• Help aligning internal teams and goals with your SAP roadmap
• Access to business reviews, health checks, and proactive engagement
• Clear guidance on feature availability, entitlements, and roadmap alignment

Before contacting your CSP/CSM, we recommend checking the following self-service tools that may already contain the information or options you’re looking for:

• SAP for Me – Knowledge hub, System metrics, contract data, contacts, and cloud usage dashboards
• Ariba Help Center – How-to guides, configuration articles, and support case management
• Security & Compliance Center – For certifications, audit reports, and compliance resources
• Best Practice Center Library – Playbooks, UI customization options, and adoption frameworks
• SAP Enterprise Support – Additional guidance for SAP Cloud subscribers

• SAP Knowledge Base Article 83020 – What is Support – What is Consulting: On-Premise Solutions
• SAP Knowledge Base Article 2706322 – What is Support – What is Consulting: Cloud Solution

SAP Business Network for Procurement & Supply Chain > Administration (Buyer & Supplier Account Administration)