Pros
SAP is a great company with amazing products. There were a few changes in upper management that were really promising about re-positioning the brand in the market providing confidence to the end customer.
Kontras
Unfortunately they're very stubborn and deaf about customer opinion or blind about their situation. Several customers we visited during my tenure at SAP complained about the service, incremental TCO's and sales relationship stating that they were only interested in reaching a quota instead of really understanding their business requirements or accompany them with their strategy. After Sybase acquisition, some customers were abandoned for years, only charged for maintenance without really sharing the strategy and/or product roadmap. We couldn't establish a long term strategic relationship with customers which I consider critical to recover trust. Instead, we came up with crazy ideas of converting their current licenses to "Unlimited" schemas that didn't make sense.